Individual Homecare Services

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, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

People and relatives told us they would recommend the service to other people in similar circumstances and had done so. One relative said, “Overall they are brilliant, I have recommended them to others.”

Staff described a supportive culture where teamwork was promoted. Staff received information on the requirements of their role, including the policies and procedures in place and the systems used to meet people’s needs, through training, spot checks and supervisions.
 

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Staff were positive about their roles and demonstrated compassion in the way they spoke about the people they supported. The registered manager was knowledgeable about issues and priorities essential to ensure the quality of service and was alert to any examples of poor culture that may affect the quality of people’s care.
 

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The registered manager encouraged staff to raise concerns and promoted the value of doing so.People and their relatives told us they were actively encouraged to share their views and provide feedback about the service. This included telephone monitoring calls to people or in person reviews. When concerns were raised, the registered manager investigated sensitively and confidentially.
 

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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

Governance processes were effective and helped to hold staff to account, keep people safe, protect people's rights and provide good quality care and support. There were quality assurance systems in place to review performance of the service. Records demonstrated actions were taken on the findings of these reviews.
 

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 and staff worked closely with other health and social care professionals to ensure people received consistent and timely care. The registered manager understood the importance and benefits of working alongside other professionals.
 

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.