Happy Home Care Services 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.

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. Staff felt valued and people felt included. The registered manager told us, “We all support each other. I’ve never worked anywhere where people support each other as much as here. There are weekly team meetings and staff and leaders all ask each other how we are doing. The director is also fully involved and rings staff to see how they are.”

People and their relatives were complimentary about the management of the service and the staff team.Comments from people included, “The people (staff) are really, really good. I can’t say anything bad about them. My relatives are very happy with the care they give” and “They are all good and they are family. I’ve no complaints.”

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 their relatives told us the home was well managed, and they felt well cared for. Comments included, “I would personally recommend them to anyone else that requires this type of service, I wouldn’t have any reservation”, “The go above and beyond” and “Staff are all lovely and chat to [Name]. They all have a smile on their face and [Name] always has a smile on their face. They have all been brilliant. I have been lucky with this service. I can’t fault them. They are all wonderful.”

The registered manager held regular meetings and supervisions with staff to discuss what was happening within the service. Staff told us they felt listened to and supported by the management team. One staff member said, “I think they support us really well. If people pass away, they support us really well as you get close to the people you work with. They are always available to speak with if you need it.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider carried out surveys from people, relatives and staff to gather feedback. People, relatives and staff all told us they felt able to raise any concerns with the provider and felt these would be addressed. Comments from staff included, “If you see anything you don’t think is right you can speak up and report it” and “Yes, I think my concerns would be addressed. I have brought up things before and it’s been addressed.” One relative said, “I can phone the office and speak to them if I need anything. They are easy to contact.”

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 told us, “At interview we gain an understanding of staff and capture in the application any religious or culture needs so we can make changes when needed. We had one member of staff who needed to pray and we allowed them time for them to do that. We carried out an infection control risk assessment for another staff member who wished to wear certain clothing as part of their culture, and this was put in place.” The provider had policies and procedures relating to equality, diversity and inclusion and staff had completed the relevant training.

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. Regular audits were completed to check on the quality of people’s care and action plans showed timely responses which supported improvements.

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 management and staff team had good working relationships with partners such as health professionals and local authorities. They worked in partnership with them to help make sure people had the best care possible. One person told us how they had supported them throughout a stay in hospital and ensured their care was seamless when they were discharged home.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. For example, medication audits identified that as required medicine protocols did not contain enough information, and this was shared with staff at a team meeting to ensure good practice moving forward. Lessons were learnt to continually to identify and embed good practice. Staff told us lessons were learnt to mitigate future incidents. One staff member said, “Yes, they tell us about lessons learnt in our supervisions or in announcements to learn from incidents.”