CSS 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. 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. The provider was previously in breach of the legal regulations as they failed to ensure recruitment of leaders was safe and governance systems were poor and ineffective. The provider had improved since our last assessment and was no longer in breach of these regulations.

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 had consistently positive feedback about the culture within the service. A staff member commented, “CSS care is the best, I love working for them. All staff and clients are treated with respect and CSS care values its clients and staff.” The registered manager told us they had worked to create an open culture within the company. They commented, “We have open discussions with staff now, staff are coming in more often for a chat.”

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. The home had a new registered manager from our last assessment. People, relatives and staff gave positive feedback about the registered manager. A person said, “The manager is quite good and brings issues up at meetings. I wouldn't fault her.” A staff member told us, “The management are good listeners, any issues are dealt with swiftly. They have an open-door policy which is good.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People and relative confirmed they felt able to speak up about their care and issues were resolved. Staff knew about the whistle blowing procedure and were confident to speak up if needed. A staff member said, “I have absolutely no issues with raising concerns or whistle blowing.”

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 had policies and procedures relating to equality, diversity and inclusion and staff had completed the relevant training. Staff did not raise any issues about equality and diversity. They confirmed they felt valued and there was good teamwork.

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 of medicines management, ensuring care calls were on-time and the quality of care records. The registered manager told us they had implemented new systems since the last assessment to improve the quality of people’s care.

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. Following the last assessment, the provider had been working with the local authority commissioners to make improvements for the benefit of people using the service.

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 had made progress with delivering their action plan which was developed as a result of the last assessment. People and relatives told us the provider accepted feedback and improved their care in response. The registered manager demonstrated learning from the last assessment. They said, “Everything has changed since the last inspection.” Staff also confirmed things had improved since the last assessment.