Dementia Care & Support at Home 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 requires improvement. At this assessment the rating has changed to 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, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

Staff understood the values of the service, and that their role was to also make the people who used the service feel cared for, respected and valued.

Staff understood the context in which they delivered care and support and embodied the culture and values of their workforce and organisation. The registered manager was visible within the service and led by example to their staff team. Comments from staff included, “The service is very well organised and managed by the managers supervisors and staff. The staff are always willing to help and support.”

Staff understood the importance of learning lessons from safety events and taking action to embed good practice. This included staff checking people’s care plan and risk assessments prior to each care call visit.

Critical information was shared with staff timely and followed up via team meetings and individual one-to-one meetings. This helped to avoid miscommunication.

There had been learning following the findings of the previous CQC inspection. Efforts had been made to make the necessary improvements needed. The registered manager was open to our feedback and demonstrated a willingness to continue to improve.

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. Staff told us they were supported. They gave us examples of how the registered manager supported their personal lives to help ensure a work-life balance. A member of staff commented, “We have balanced work and home life. We get 2 days off, time for training and office staff is very helpful. We are asked our availability to work, and our rotas are set accordingly.”

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Throughout this inspection process, the registered manager was open, honest, transparent, and engaged fully in the inspection. Information requested has been provided without delay and was comprehensive.

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 wherever possible.

We spoke with the registered manager about seeking further opportunities locally to collaborate and share learning, for example, through the local adult social care registered managers’ forum. We also signposted the registered manager to Skills for Care with a view to potentially developing a values-based approach to future recruitment.

The provider focused on continuous learning and improvement across the service and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe and effective practice.

Since our last inspection, the registered manager had worked hard to grow the business, whilst not losing sight of quality and safety, and placing people at the heart of the service.