Positive Steps Shropshire 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 inspection we rated this key question outstanding. At this inspection the rating has remained outstanding. This meant service leadership was exceptional and distinctive. Leaders and the culture they created drove and improved high-quality, person-centred care.

This service scored 93 (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 very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities. People, staff and the management team had a shared understanding of the care received and provided. This was based on shared values which were displayed by staff at all levels in the providers organisation without exception. Prospective applicants for positions of employment with Positive Steps Shropshire Limited had to complete a values and beliefs questionnaire. This was reviewed by the management team to ensure the applicants values aligned with theirs. This included honesty, reliability and excellence in the care and support of others. Staff members praised Positive Steps Shropshire Limited for its family-like atmosphere, strong morale, and commitment to both people’s and staff wellbeing. One staff member said, “The management team couldn’t have done more to be supportive and understanding of any needs or requirements that I may have with time off work even at short notice.” Another told us, “The real benefit of the work we do is helping individuals maintain independence, dignity, and quality of life in their own homes.” All those we spoke with including people receiving support and staff members expressed their admiration for the provider and the shared values which were displayed in all of their interactions.

The provider had exceptionally 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 always did so with integrity, openness and honesty. All those we spoke with told us they had open communication with the registered manager, nominated individual or any other manager engaged with Positive Steps Shropshire Limited. The nominated individual is responsible for supervising the management of the regulated activity provided. One person told us they were very grateful for the registered manager. They believed without them they would be “In a dark place,” but instead felt engaged and positive about life with motivation to make positive changes. One staff member described the impact on people. They said, “I have seen benefits in people’s lives. They have gained confidence in taking on tasks that they would normally not be confident to take on.”

All staff members told us they felt valued by the provider, and this was as a result of the compassion of the management team. A staff member said, “Management shows their appreciation by giving flowers and gift cards to say thank you. But they also just say thank you which goes a long way.” Another staff member told us, “I feel extremely valued. My manager acknowledges my good work through supervisions, emails and team meetings.”

The service fostered a positive culture where people felt they could speak up and their voice would be heard. People, relatives and staff felt able to openly speak up about anything that concerned them. Staff members had access to policies which informed their practice including the whistleblowing policy. All those we spoke with felt they would be supported if they needed to raise a concern. One staff member said “I have no concerns about standing up for what I believe is right. If I am concerned about anything, absolutely anything, I know how to raise it and I know I will be fully supported by the management team all the way. If it is ensuring the rights of the person we are encouraged to shout it from the roof tops until someone does something to make it right.”

The service valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who work for them. All staff members we spoke with stated they felt they were treated equally and supported fairly. Staff were aware of policies and procedures including, but not limited to, antidiscrimination procedures, which informed their working experience. One staff member explained that owing to circumstances outside of work they felt they could have been discriminated by other less flexible employers. They felt the culture was so open they could raise their issues with the management team as soon as they felt able. The reaction was positive and supportive. This enabled them to take some control and arrange their work with the management team. The registered manager told us, “We have such a strong and capable staff team why wouldn’t we do absolutely everything to keep them.” The providers strong culture of equality and inclusion ensured people were supported by a highly motivated and consistent staff team which resulted in people experiencing positive changes in their lives.

Staff members had received recognition for their outstanding performance within the organisation and also in regional and national care awards.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care and support. They always acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Governance arrangements were proactively reviewed and reflected best practice. A systematic approach was taken to working with other organisations to improve care outcomes.

Staff members told us their work was continuously reviewed to ensure they were providing the best possible support for people. One staff member said, “Supervisions are held regularly. During these sessions, we discuss my performance, any concerns, training needs, and goals.” The provider completed regular checks with people and staff to ensure the delivery of care followed the person’s wishes and met with the values of the provider to ensure people received the best outcomes possible. One staff member said, “We discuss what’s working and what is not working, any goals people want to achieve and we make a plan of action to make their goals happen.” This staff member shared examples of the positive outcomes for people including supporting people to attend social engagements, holidays, education and vocational placements.

When the person described changes, or changes were reported by staff, these were acted on promptly by the management team and checks were made to ensure these met the person’s expectations. Changes were reassessed including the person’s wishes and needs and with their permission communicated these to those who needed to know to ensure continuous care and support. One person described the anxieties they previously had when they wanted to make changes and so chose not to do anything. However, since Positive Steps Shropshire Limited became involved, they felt motivated and made multiple changes to improve their health including increasing their fitness levels and engagement with social groups.

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

Positive Steps Shropshire Limited encouraged community engagement with all those they supported and the staff supporting them. One community-based activity provider told us, “Positive Steps Shropshire Limited actively promoted mental wellbeing through community participation. They ensured people had equal access to services to support their mental wellbeing. Positive Steps Shropshire Limited encouraged mental wellbeing through physical activities and social events. One person described how they felt demotivated to achieve certain health goals. They went on to say staff members rearranged their time to support them on walks where they could engage with others and although they were exercising they didn’t feel like they were. This helped them overcome the mental barriers to healthy living which they had imposed on themselves. Another person described how they were at risk of social isolation. This was as a result of their own personal image and their previous experiences. Positive Steps Shropshire Limited engaged with them and partnership agencies and helped them feel good about themselves and this increased their engagement with community events and vocational activities. They felt had it not been for Positive Steps Shropshire Limited they would have become socially isolated and depressed. However, they expressed they now had a circle of friends and looked forward to activities and were actively pursuing hobbies they enjoyed. This was achieved by Positive Steps Shropshire Limited engaging and communicating with other community based partnerships to find what worked for the person and met their needs and goals in life.

The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always 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 was a leading and active contributor to local provider engagement and support. They actively shared good practices and difficulties in health and social care. When they encountered obstacles, they actively sought solutions and cascaded these to other care providers to encourage best practice in care delivery. For example, following recent guidance for specific training requirements, Positive Steps Shropshire Limited actively sought training for their staff and signposted other providers on how to meet this requirement to support continuity in care.

Quality checks on people’s care experiences were continuously reviewed to see if anything could be done to support people in different ways to achieve their goals. One person described how they had previously been restricted because of their health. Positive Steps Shropshire Limited reviewed the situation with them and sought innovative solutions. This resulted in them being able to spend more time away from their home and to go on holidays. The impact was they had greater social experiences and felt valued that someone cared enough about them to challenge systems and make improvements in their life. They told us, “It’s nice to know someone cares enough to fight for you.”