Poole Home Care Limited Also known as Poole Home Care

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 service 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. Everyone was committed to the service and providing the best care. Staff described a positive team culture, with everyone working towards the shared goal of providing high-quality care. The registered manager and management team led the staff well and encouraged staff to work together to achieve positive outcomes for people.

The service 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. We received positive feedback about the leadership of the service. A relative told us, “No concerns about the management and we feel it is run very well.” A staff member said, “The leaders are wonderful management to work for. They are always on hand should you need support, help or advice and any problems you may have are always dealt with efficiently and in a very professional manner. Poole Home Care is a wonderful company to work for.” Another staff member said, “100% wonderful management, very fair, listen when you ask for advice.” We received positive feedback regarding the leadership from health and social care professionals. One professional said, “I believe Poole Home Care is well led. The management team are approachable and communicate effectively with professionals. There appears to be a clear focus on maintaining good standards of care, responding to concerns and ensuring that staff are supported to meet the needs of the people using the service.”

The service fostered a positive culture where people felt they could speak up and their voice would be heard. People and their relatives were provided with various ways to give their views on the service. They told us they were happy to speak with staff, the registered manager or the management team to address any concerns. Staff felt comfortable raising concerns, they knew how to speak up and had confidence they would be supported. A staff member said, “I am always listened to and concerns actioned.”

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Staff told us they felt their individuality was respected and encouraged within the service. The registered manager told us teamwork was strong within the service. A staff member said, “We are a small but close-knit team, I enjoy encounters with all of my colleagues.” Equality, diversity and inclusion were included throughout all policies and procedures.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. Governance systems were operating effectively which enabled the provider and manager to have oversight of the service. There were a range of audits, analysis and checks within the service, which supported safety and quality. All audits and checks had action plans and outcomes. The provider worked closely with a wide range of professionals and providers to support people in their own homes. Feedback from external stakeholders and professionals was positive, with strong working relationships reported.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. The service continually shared information and worked with a wide range of professionals and services to support people in their own homes. The registered manager said it was important to be a trusted provider and to work closely with other professionals while responding to people’s changing needs. Feedback from professionals was positive and demonstrated effective partnership working. One professional said, “There is a clear commitment to maintaining high standards of care, supporting staff and working positively with partner agencies. Communication from management is effective, and they are always willing to assist, problem-solve and respond promptly to concerns, often at very short notice, to achieve the best possible outcomes for the people receiving support.”

The service 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 contribute to safe, effective practice and research. Action plans from audits and monitoring checks were comprehensive, there were clear, realistic deadlines with responsible staff allocated for each action. Staff told us managers were approachable and encouraged open discussion, creating an environment where learning could take place and new ideas could be explored.