Respectful Care

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 as good. At this assessment the rating has changed to 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 96 (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.

The provider’s culture was evident amongst all the staff and people felt it reflected in the care. People were made aware of the provider’s values in the client guide that was shared with them at the start of their package of care. People we spoke with gave 100% positive feedback for recommending Respectful Care to others, which was a testament to their caring culture.

The registered manager shared with us their commitment to high quality care, “We support them all, staff, families and clients, I push for what I know for what is right and for good practice. I will always advocate for that.”

Staff were clearly very proud of the compassionate vision and inclusive values of the provider. One member of staff summed it up clearly to us, “I always uphold Respectful Care’s commitment to inclusivity and equality by providing care tailored to each individual, respecting their background, beliefs, and personal needs. Encouraging independence by supporting clients in making their own choices. Ensuring accessibility, for example, using visual aids for clients with communication difficulties or providing mobility support where needed. Challenging discrimination or bias if I see it, ensuring everyone receives fair and dignified care.”

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.

The registered manager and provider had a strong focus on homegrown talent and gave staff the opportunity and training for career progression to join the management team or even achieve nursing qualifications. This ensured they recruited leaders who embodied their values and had the relevant experience. The registered manager told us they had been encouraged and supported to undergo training to continually improve on their already extensive skills and knowledge.

Staff spoke very highly of the leaders at Respectful Care and appreciated their ethics. Staff told us, “The company has a strong belief in staff being nice with each other. I also like it because they are passionate about the quality of care given.” Others said, “All of the management team are friendly and approachable, and I think that they are good leaders,” and “our managers are highly approachable and supportive. They maintain open-door policies, ensuring we can raise concerns or seek guidance at any time. Their leadership fosters a positive and inclusive workplace.”

The provider was exceptional at fostering a positive culture where people knew they could speak up and their voice would be heard. The provider had their own freedom to speak up guardian, with information on how to contact them listed in the client guide. People told us they felt they could all speak to the manager or any member of team if needed. Relatives said, “any concerns we just email and get a resolution and response straight away,” and “the office always action every question or concern, nothing gets left to chance.”

Staff felt confident in speaking up. Staff explained, “We have a strong culture of openness and transparency, and I trust that concerns are taken seriously and addressed effectively. We have clear whistleblowing policies, and I know I can report concerns through our Freedom to Speak Up Guardian, my manager, or the CQC. Every concern raised is handled professionally and confidentially.”

The provider strongly valued diversity in their workforce. They had an inclusive and fair culture which had improved equality and equity for people who worked for them. Staff described the exceptional support and inclusivity they experienced whilst working at Respectful Care, they described the management as “amazing”. Twice a month the provider held individual staff support sessions, which acted as check ins to see how the member of staff was doing and if their work/life balance was suitable. Any concerns could be raised at this time and any positive feedback received was shared with them. The provider supported staff with flexible working arrangements where possible. Staff shared with us how the provider had supported them with their religious, caring or health needs and accommodated which days they could not work. Staff said, “I wouldn’t change my job for the world, it’s more than a job to me.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

There was a clear structure to the service, where all staff understood their roles and responsibilities. Staff told us, “I’ve never worked for a company with good structure in management where everyone pulls their weight and dedicates themselves to staff and clients as much as Respectful Care.”

Quality assurance was of utmost importance to the provider, with structured schedules implemented to ensure all areas of service delivery were regularly monitored and checked. The management team had responsibilities to complete audits and the registered manager then reviewed these to monitor the quality of care delivered. Actions from audits were collated on a weekly report, in addition the registered manager carried out a monthly branch audit to look for emerging trends and highlighted any further actions that may be required.

Observed and unobserved spot checks were carried out both during visits and after visits to ensure staff were delivering care in line with training and check people were satisfied with the support they received. Questionnaires for staff and people were carried out and results analysed to ensure high quality care was being delivered.

Following questionnaires for both people and staff, the provider created an operations action plan, which identified a lead to take on the action as well as a timeframe and if any further resources were required to achieve the identified outcome. For example, purchasing additional electronic tablets to ensure reviews were carried out in a timely way.

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 registered manager told us how they worked with partners and the community to improve people’s quality of life, both for the people they support and beyond. They hosted a variety of social events which people, their families, staff and the wider community could attend.

The provider collaborated with other professionals to ensure the safety and wellbeing of people using their service. For example, making referrals to Nottingham Fire and Rescue service for safe and well checks. A professional told us, “I complete regular joint visits with them, and I have found the Coordinators and Carers to be open, honest and receptive to working with me.”

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 registered manager was pro-active in sourcing innovative ways to support people and spoke passionately about how they researched information to implement improvements. They had attended a care show and purchased a wellbeing suite at considerable cost, a device to help combat isolation and improve cognition. The provider not only used this with the people they supported they also shared it with local organisations. Respectful Care’s activities coordinator attended local meetings with the sensory device and supported the wider community to use it. The registered manager told us, “This is all free of charge and purely used to bring the community together and give something back.”

Staff spoke very positively about the continuous learning and improvement they had witnessed at Respectful Care. Staff said, “Mistakes are addressed in a supportive and learning-focused manner. We receive constructive feedback through supervision, staff meetings, and phone calls. Any issues are used as learning opportunities, ensuring continuous improvement,” and “this is the only company that does things by the book and keeps on improving. Things are put in place immediately to make things better.”

The provider shared learning amongst their other branches where new processes had been implemented successfully. The provider took every opportunity to involve people who use the service to be actively involved in training and the interviewing process. For example, a person they supported previously had a career with the ambulance service, so they were supported to attend and help deliver staff training on first aid.

During our assessment of the service, any feedback was taken well by the registered manager who immediately addressed it.