Carers Direct Homecare 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 71 (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. There was a positive culture amongst the staff and leadership team. The registered manager had implemented systems to improve staff engagement, culture and well-being. Staff told us there was a positive culture amongst the team. Comments included, “It’s a very, very good place to work, the manager sorts out any problems, they are always happy, and I feel proud to work there.” And, “I hear from other carers that their agencies don’t listen or care about them, our agency doesn’t, they really treat you really well.” There were clear visions and values, which were included in staff handbooks and staff meetings. 

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. The provider was passionate about their role and driving improvements in the service. People, relatives and staff spoke highly about the leadership team and told us the service was well led. One relative told us, “I am absolutely comfortable in recommending this company. We have not had any complaints or concerns to raise and feel that we can contact the company whenever we need to.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There were clear whistle blowing procedures in place and staff told us they could raise any concerns or suggestions, and they would be taken seriously. Staff were involved in regular meetings, which included information about key topics, such as safeguarding concerns, dementia care and medicines management. 

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. There was a policy in place to protect staff from harassment and bullying and a focus on protected characteristics under the Equality Act. The registered manager had developed an inclusive workforce and recognised the value of diversity amongst the team. Staff were involved in feedback surveys and records evidenced positive outcomes for staff, such as providing refreshments for staff in the day centre area.

The provider did not always have clear systems of accountability or good governance. While the provider had implemented several audit processes since our last inspection they were not always effective in identifying concerns found on this inspection. For example, we reviewed medicine audits and found there were recording errors. These had not been picked in the provider’s audits. The provider had been open to feedback and taken immediate actions to make service improvements. The provider had systems in place to check on the quality of the service people received. They used regular spot checks on people’s calls to ensure staff were following policies and procedures and people were treated with kindness and dignity. Services are legally bound to inform the local authority and CQC about certain significant events that occur at their service. This legal obligation had been fulfilled.

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. People were asked for their opinions on the service provided through quality assurance surveys. We saw the results of these had been positive. One comment included, "[Person] and carers have very good relationship, carers fully understand my [relative’s] needs. Carers always maintain dignity when they are carrying out personal care. Carers have good early recognition if [person] appears to be unwell." People’s care records showed the provider worked in partnership with a range of agencies and incorporated guidance for people into the care they provided. One professional told us, “Carers Direct, keeps Contracts updated with information that is going on with their service, such as good practices, when things have gone wrong. They have advised and offered warm spaces to other carers from other provider agencies.”

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. The provider actively supported staff with learning and innovative ways of working at the service. Staff were encouraged to develop their skills and were supported to obtain nationally recognised qualifications. The service had a training room with various equipment to help staff with face-to-face training. We reviewed records which showed that staff had completed relevant training, including specific training to support people with a learning disability and/or autistic people, first aid,Dementia awareness,and health and safety awareness.One staff member told us, “Refresher training gives you confidence, knowing you are always up to date.” The registered manager told us, “By supporting our team in advancing their knowledge and qualifications, we are investing in better outcomes for both our carers and the people we support.” The registered manager was open and honest with us throughout the inspection, was receptive and acted in response to our feedback. A service improvement plan was put into place and the provider was passionate about driving improvements in the safety and quality of the care provided.