All For You Home Care 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 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.

The registered manager had a clear vision and strategy to deliver high-quality care and support. They explained how they wanted to grow the service gradually, so people continued to receive a service from a consistent staff team who had time to deliver person centred care.

Staff shared the companies values in their commitment to developing a service providing good standards of care which enabled people to continue living independently in their own homes. A member of staff told us, “I would describe the culture as caring and supportive. Staff treat people with respect and dignity. I also feel supported as a member of staff.”

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 knew people well and visited their home on a regular basis. Where areas of improvement were identified, action was taken to fully understand the reasoning and to make improvements immediately.

Staff consistently told us how they felt supported in their roles and how they found the registered manager approachable, open, and honest. A member of staff told us, “The culture of our service is very positive and supportive. We work as a team, and if we are unsure about anything, we can easily ask our managers for guidance. It is an amazing atmosphere to work in.”

People did not always feel they could speak up and that their voice would be heard.

We received mixed feedback from people and their relatives regarding the service acting upon their concerns. While some relatives told us they never had to raise any concerns with the office, other people’s relatives told us the provider did not always act upon their requests. One person’s relative told us, “[Person] would like the carers to come about 10AM and 5PM, and he keeps getting told that these are acceptable times, but it just doesn’t happen.”

Staff were aware of whistleblowing arrangements. The provider had a whistleblowing policy in place, with a clear process for staff to follow if they needed to raise matters formally under whistleblowing procedures.

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’s recruitment process and internal processes meant staff were recruited fairly and workforce equity was promoted. The provider employed a wide range of staff with diverse backgrounds.

Management understood the importance of having a fair and inclusive workplace. Staff received relevant training and supervision to support their knowledge and understanding of equality, inclusivity and fairness in the workplace.

Staff told us they felt they were valued, treated with respect, and the registered manager fostered an inclusive and fair environment.

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.

There was a registered manager in place who had responsibility for the day to day running of the service. The registered manager confirmed they completed a number of audits as part of their quality assurance processes. The registered manager completed monthly audits on care planning and risk assessment, electronic logs and medicines administration.

There were business continuity and emergency plans developed which identified actions to be taken in case of an issue which could affect the provision of care. The registered manager and staff held regular meetings to discuss and analyse their findings, identify themes, learn lessons and agree actions they needed to take to address any gaps in performance and improve.

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.

We received positive feedback from healthcare professionals working with the service. One healthcare professional wrote, “From my perspective All For You Home Care Limited have gone and continue to go far above and beyond what is usually required in providing a care package.”

Another professional wrote, “All For You Home Care Limited have always been person centred in their approach to [person] finding out what’s important to him, and [person] has a positive relationship with the carers.”

The provider had built links with community services and healthcare services such as GPs, physiotherapy, dentistry, podiatry and opticians, as needed. The service also supported people to maintain links with the local community.

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 service documented learning within incidents and accidents and took direct action to support people and keep them safe. Staff felt they received feedback about incidents in a timely manner.

The service used new and creative ways to facilitate communication with people and prevent social isolation. The registered manager was responsive to our feedback and told us they will contact people and relatives to obtain their feedback and will do another audit of the actual call times on the system against the agreed care plan times to ensure all calls are delivered as agreed.