Archived: Passion Tree Care Service Ltd

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.

The provider used various platforms to share their vision with staff. These included meetings, supervision, newsletters and regular updates.

Staff told us the culture of the service was positive, and they enjoyed working for Passion Tree Care Service Ltd. A staff member told us, “The aims and objectives of the service were to provide the best possible care to people using the service by promoting their independence, providing care in a dignified and respectful way and ensuring they have the best quality of life.” Another staff member told us, “The organisation really value staff, when I was unwell the office, the provider and the registered Manager checked on my wellbeing.”

People and relatives were positive about the management of the service. A person told us, “Yes, yes, I would recommend them. They're all good carers.” A relative said, “I have a good relationship with management, and I think they do get involved if you need them. They get in touch with us from time to time to check if things are flowing as they should. Sometimes the girls in the office form part of the caring role for my relative too.”

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.

Leaders had the skills, knowledge, experience and credibility to lead effectively. Throughout the assessment the provider and the registered manager responded proactively to all of our questions and feedback. The management team were open and honest and willing to learn.

Staff spoke highly of the management of the service. A staff member told us, “The Passion Tree registered manager is very supportive, they pay attention to each employee and make sure we are as comfortable as you can be. They are easy to approach which makes it easy to air out any concerns we might have.” Another staff member said, “The manager is [name], they are very helpful and appreciate us.”

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

The provider actively encouraged staff to speak out using various forums such as meetings, telephone calls and supervision.

All the staff we spoke with told us they felt confident to speak up and would be heard. A staff member told us, “We receive feedback regarding our performance and the organisation is good at communication and listening.” Another staff member said, “Yes, I feel valued and supported. In monthly team meetings, carers have the opportunity to speak on whatever concerns they have, and the concerns are all addressed.”

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 had policies and procedures relating to equality, diversity and inclusion and staff had completed the relevant training.

Staff we spoke with told us they did not face any inequalities and were treated fairly. A staff member told us, “I am proud to be part of Passion Tree. Although the job can be challenging at times, the support, training, and team spirit make it a rewarding experience.” Another staff member said, “It is a very nice place to work, we work with different nationalities which can be challenging. We are able to express ourselves and we have a monthly meeting.”

The provider had clear responsibilities, roles, systems of accountability and good 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.

The provider had checks and audits in place to assess and monitor the quality of care. There was a system of regular checks on care records, medicine administration and staff performance. Quality telephone checks were carried out and surveys were sent to people and relatives. The provider told us they were looking at other ways to obtain people’s feedback so they could increase the number of returns from these surveys which they undertook twice a year. Whilst they used an online system to obtain staff feedback, they understood this method would not always be suitable for the people they supported.

The provider had additional support to help them with reviewing and analysing all the information they gathered.

People and relatives when asked if the service was well led told us. “I think so from my point of view. I would recommend them”,” I would be happy to recommend Passion Tree Care Service Ltd, to others. They have a good track record with us” and “I would be happy to recommend Passion Tree Care Service Ltd, from my experience, they helped me with choosing equipment and do what they need to do.”

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 appointed specific senior staff to work with partner agencies to promote collaboration. The service was involved in local integrated neighbourhood schemes and their reablement service worked with other services to ensure people’s outcomes were monitored.

A professional told us, “My dealings have been with the registered manager. I have found that when I raised a matter with them, it has been responded to immediately and feedback given. I have found them quite approachable.”

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

The provider and registered manager actively sought ways of improving the service. They told us of the new systems they were looking at to improve the methods in which they analysed data including feedback from people, relatives, staff and stakeholders. They had responded proactively to any of the suggestions we raised and took immediate action.

They had plans in place to prioritise various projects such as strengthening internal dementia inclusion and developing more work related to school engagement and activities, including career talks, follow-up mentoring, and apprenticeship/internship pathways.