Best2 Care Ltd – Gravesend Office

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.

People and their relatives spoke highly of the service and the support they received. A person told us, “I would struggle without the support from Best2Care, and I wouldn’t know what would happen to me or what place I would be in without their help. I find them very supportive and overall, very happy with the service I receive.” Another person said, “The company provide me with stability and having the same team of carers is very good for me. I don’t feel there is anything they could improve on.”

Relatives also described a positive and caring culture. A relative told us, “Best2Care are a fantastic company and I feel very privileged and can’t thank the staff enough for what they do for my loved one and the support they give to me as well. The set up works really well.”

Staff feedback reflected the provider's values and commitment to delivering high-quality care. A staff member told us, “Working with Best2Care has broadened my knowledge and understanding in care and the needs of people with mental health conditions.” Staff consistently spoke positively about the support they received and their ability to provide person-centred care.

The provider promoted its vision and values through induction, training, staff meetings, team meetings and social events. Staff were provided with a staff handbook when they started employment, and regular communication and team meetings to reinforced the standards and, behaviours.

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.

People and relatives spoke positively about the management of the service. A person told us, “I find the manager easy to talk to, communication is good. If I text or email, they always respond.” Another person said, “I find the manager extremely supportive, a great listener and always willing to help.”

Staff consistently described the registered manager as approachable, knowledgeable and supportive. A staff member told us, “The registered manager is knowledgeable and always supportive. She is easy to talk to.” Another said, “The registered manager is very thorough, respectful and approachable. She is fully invested in the good. She monitors and checks on us and gives her time to make things right.”

Feedback from people, relatives and staff demonstrated the registered manager was visible, understood their role and promoted a positive culture focused on achieving good outcomes for people.

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

Staff consistently described the registered manager as approachable and supportive. A staff member told us, “The registered manager always listens and I feel I can share my views.” Another said, “The registered manager listens and she is genuinely caring and interested in people. I can speak to her about anything.”

Regular team meetings provided staff with opportunities to discuss concerns, share feedback and raise any issues affecting their work. This helped create an open culture where staff felt comfortable expressing their views and contributing to service improvement.

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 promoted staff wellbeing and fostered inclusion through regular team meetings, social events and ongoing support from managers. Staff were supported to gain recognised qualifications, including Levels 2, 3 and 4 in Health and Social Care, as well as further study opportunities.

Staff told us the registered manager treated them with respect and valued their contributions equally.

The provider had clear responsibilities, roles, systems of accountability or good governance. They acted on the best information about risk, performance and outcomes, or share this securely with others when appropriate.

The provider completed a range of audits and risk assessments covering key areas of the service. Systems were in place to monitor incidents, complaints, compliments and other quality indicators, enabling the provider to identify trends and patterns and take action where required. The provider also commissioned an external compliance company to independently review and monitor the service. Regular audits and assessments were undertaken across all aspects of the service to evaluate effectiveness, identify areas for improvement and provide additional oversight.

Care call monitoring audits were used to review attendance, punctuality and the quality of care delivery. Records showed attendance levels were high, with most people receiving all scheduled visits. A missed visit was identified during the audit period, which had been reviewed and learning identified.

The provider carried out regular audits of care records to monitor the quality and accuracy of documentation and to ensure staff reported incidents, concerns and changes in people’s needs appropriately. Where areas for improvement were identified, actions were taken through supervision, training and staff support.

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 worked closely with GPs, community nurses, mental health services, social workers, occupational therapists and other professionals involved in people's care. Information was shared appropriately to ensure care remained responsive to people's changing needs and to support continuity of care.

The provider also worked with external training providers and sector partners to develop staff knowledge and skills. This helped ensure staff were equipped to provide safe, effective and person-centred care. Through partnership working and information sharing, the provider contributed to improving people's experiences and achieving positive outcomes.

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 worked with an external compliance company to review the quality of the service and identify areas for improvement. Action plans were developed and monitored to support continuous improvement and maintain high standards of care.

The registered manager told us they were part of local provider networks and forums, where registered managers shared best practice, discussed challenges and supported one another. They also attended relevant webinars, training events and sector updates to keep their knowledge current and ensure the service responded to changes in legislation, guidance and best practice.