Vigilant Health Care Ltd

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. This is the first assessment for this newly registered service. This key question has been rated 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 provider’s vision and values were evident through staff practices and regularly discussed during staff supervisions and meetings.

The provider had inclusive leaders at all levels who understood the context in which they delivered care 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.

Staff, people and relatives were complimentary about the management team at Vigilant Health Care Ltd. They told us the management team were accessible and approachable. They felt able to speak openly with them. A care worker told us, “The management team are always accessible.”

The management team were welcoming. The registered manager often provided hands on care when people started using the service, so they got to know people and their families well.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. A whistleblowing policy was in place and available for staff should they feel the need to speak up.

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 registered manager was respectful of their staff group’s faith and culture. They supported staff to have as much time off as possible to enable them to practice their faith and attend church, where this was important to them.

The provider had clear responsibilities, roles, systems of accountability and good governance. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. However, we found policies had not always been updated and tailored to reflect individual practices at Vigilant Health Care Ltd. The registered manager apologised for this oversight and assured us action would be taken to update the policies.

Systems were in place to review the quality and safety of care delivery. This included regular audits of care records, daily notes and medicines administration records to ensure these were completed correctly and people were supported safely. Regular spot checks were undertaken to review hands on practices as well as telephone monitoring calls to obtain regular feedback from people and their relatives.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

The management team worked with others, their staff, people and their relatives, to develop their service and ensure they provided high quality, safe care. The registered manager welcomed feedback and took on board any advice or suggestions made.

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

Vigilant Health Care Ltd is a relatively new domiciliary care service. The staff are committed to providing personalised care that is tailored to meet people’s individual needs. They have a passion to continue to grow the business and ensure people have access to safe and effective care. They are continuing to develop and improve the service through their governance systems and learning from best practice guidance.