Pleasant Home Healthcare Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.
 

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights and understanding challenges of the needs of people.
The registered manager had a clear vision about the quality of support they wanted their organisation to offer, keeping it person centred. People receiving care and their families told us how they appreciated the contact they had with the registered manager and the relationships they had with the staff who they felt they knew.
Staff told us about the positive culture within the organisation. They told us they felt a togetherness working for the provider with a focus on being able to deliver the best possible care to people. A staff member who had worked for the provider for many years told us, “I am really happy working here, it’s why I am still here after all these years.”
 

The provider had inclusive leaders who understood the context in which they delivered care, and support and embodied the culture and values of their workforce. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.
Staff we spoke with told us they had managers who were good leaders. They told us managers would go to a home visit with them if the staff had concerns over the person’s welfare and managers were always available for support if required.
Senior workers we spoke with were clear about their roles and about the support they needed to offer to new staff. They told us they make sure they take time to show newly recruited staff how to support people, embedding the right values as they do this. A senior staff member told us, “My role involves training, them shadowing what I do and for me to watch how they work. This goes on until we feel new staff are competent to support people on their own.”
 

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.
The staff we spoke with were confident they could talk to their managers if anything happened and they felt they would be able to do this at any time.
People receiving care we spoke with felt they could talk to the manager with any concerns they had. One person said, “I have found the manager to be very supportive and understanding as well as being very flexible and proactive. I find them easy to get hold of and fully confident if I were to raise any concerns, I would be listened to and would be supported”.
The provider had policies in place for making complaints which clearly detailed what to do if a person had a concern and was shared with people receiving care and their families.
 

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.
The provider made sure staff were given access to equal supervision and training to enable them to do their jobs and enhance their careers. The registered manager told us, where possible they support people with career progression and encourage staff to seek promotion where possible.
The provider had policies and procedures in place which meant staff were recruited fairly, seeking a mix of backgrounds and skills that would meet the needs and enhance the lives of the people they supported.
 

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care to people. They monitored and evaluated risks to people and regularly reviewed information about people which meant people received the best possible care.
There were planned as well as ad-hoc checking measures in place by managers to ensure people were receiving the right care and support and were being treated with dignity and respect.
Care practices such as day to day care records and medicines were being adhered to in the correct way.
Regular audits were carried out, and the provider had a robust action plan in place which captured areas identified where improvements could be made.
 

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.
The provider had well established relationships with the local authority as well as other health care services people needed. They knew how to work with these services and sought help in a timely way which meant people received the care they needed.
A professional we spoke with told us, “I believe the team does everything in their capacity to deliver care effectively. I believe the service is well led and the impression is grounded in the professionalism and clear communication demonstrated throughout.”
 

The provider focused on continuous learning, innovation and improvement across the organisation. The provider had an openness to embracing any equipment and technology they believed would enhance people’s lives.
They told us they attended events held locally and those provided nationally to learn about new ways being introduced to improve people’s care experiences.
The registered manager told us how they had looked at technology for monitoring such things as staff calls as well as for ensuring people’s safe care. They told us, as they hoped to grow as a provider in the future, they would continue to research anything which would lead to improvements on what they do and to enhance the quality of care people received.