Hope Care Support 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 requires improvement. At this assessment the rating has changed to 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 reflected on the values and vision of the organisation with staff through meetings discussions and sharing the overall service improvement plan. The provider told us that their culture of providing care was to help people live the life to the fullest. Staff will aim to enable every person to remain as independent as possible within their own home, safely, comfortably and with dignity. Staff spoken with understood this approach and demonstrated this through their actions. One staff member said, “I understand how this applies to my role because I reflect these values in my daily care by treating service users with dignity and respect, providing person-centred support, being reliable and compassionate, and always aiming to go the extra mile to meet their needs and improve their quality of life.”

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.

Since our previous inspection, the leadership team had developed their knowledge to better understand how their management approach empowers and leads their organisation to provide better care for people. They now maintained good oversight of day-to-day matters, ensuring staff had the support and guidance needed to perform their roles effectively. They demonstrated a clear understanding of people’s needs and worked to deliver safe, caring, and person-centred support. One staff member confirmed this and said, “Managers have a good mix of knowledge and experience that helps them do their job well. They understand care standards, safeguarding, and how to make sure support is person-centred. They are also quite approachable, so staff feel able to ask questions or raise concerns when needed.”

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

The provider had created an environment that enabled staff to raise concerns and speak up. Meetings were held where staff could raise concerns which were discussed openly. Supervisions were held that gave staff an opportunity to raise their concerns privately, or if they felt unable to do so, then staff were aware of external organisations they could approach. One staff member described the open approach of the management team and said, “To me, it means being able to raise concerns, share ideas, or report issues about care or safety without fear, and knowing that it will be taken seriously. Leaders encourage this by being approachable, listening to staff, and creating an open environment where we can report concerns through communication, team meetings, systems like the care app (Birdie) or directly to the office.”

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.

Managers created a friendly and equitable working environment for staff, who enjoyed the role they worked in. Managers responded appropriately to staff needs and ensured staff had opportunities to discuss any issues. Staff told us about the supportive and open culture within the service. One staff member said, “I feel I am treated fairly and equitably. Everyone is given equal opportunities, and staff are supported regardless of background. I feel valued, listened to, and supported in my role.”

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.

At the last two assessments of Hope Care Support Limited, the provider had been rated requires improvement in well led on both occasions. At this assessment they were able to evidence the improvements made to improve that rating to good. Although we could not see how sustainability through improved governance was embedded, the provider demonstrated their systems of accountability and good governance.

Since the last inspection there has been a renewed focus of reflection, learning, seeking support from external support agencies and then change. This included a full review of their systems ensuring that the information they gathered was appropriate and based on monitoring risk and performance. The registered manager now used this information to act on the best available information relating to risk, performance, and outcomes, and shared this appropriately among the staff team at each meeting. Governance now identified where improvements were needed, which was underpinned by interpreting information of people’s day to day experiences giving greater oversight and driving improvements where needed. The management team now completed regular audits, spot checks, and competency assessments, with clear actions arising from these and evidence that they had been followed through. Lessons learned were captured and shared with staff to support ongoing improvement. One staff member said, “Overall, the management team is responsive and supportive, ensuring the service runs smoothly and staff are able to provide good quality, person-centred care.”

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 has established links with the local community and partner agencies. They attended local care providers association meetings to network with other managers and keep up to date on local and national changes. They involved people and their relatives in care planning and decision making and looked for different ways to support people to ensure their care was delivered in partnership.

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 had developed a culture of learning and improvement, where area such as incidents, complaints, safeguarding concerns, among other issues affecting people or staff were analysed and discussed to identify improvements. Managers regularly captured feedback from people, relatives and staff through a range of methods. They used this feedback to assess and improve the service. Comments from relatives and staff demonstrated that managers took their views and concerns seriously to improve people’s lives. One relative commented on those improvements that they now experienced and said, “We had certain discussions, some little things which we have resolved. If we have a problem, we can look on the Birdie App [electronic care planning system], we know what is happening daily and if we need to speak to managers we will phone [registered manager]. They always do reply to us and will always try to resolve the situation.”