Hayes

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 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There was a positive and inclusive culture at the service. People using the service, relatives, staff and external professionals felt the service was well-run and provided personalised care and support. People and staff told us they would recommend the agency. A relative explained, “The service helps me function. The staff have good skills, and I am really happy. They help me a lot.” Comments from people using the service included, “They are the best agency” and “I give them 10 out of 10, they are very friendly and always there for me.” Comments from staff included, “This is the best place to work and there are open lines of communication and always someone to talk to when I need” and “The agency provides good care to service users and staff.” The provider had clear values and visions. The registered manager shared these with staff and other stakeholders. Feedback the provider had received from different stakeholders was positive and showed people were happy with the service.

There were capable and inclusive leaders at the service. The registered manager was a registered nurse, had qualifications in care management and supporting people with a learning disability and had worked in different care settings. They were involved in care delivery and worked closely with staff, people using the service and other stakeholders. We received positive feedback from people, relatives and staff. Comments from people included, “[Registered manager] is very nice, and I feel comfortable with [them]. I can call [them] anytime I need, and [they] come to check on me” and “I can get hold of [registered manager] very quickly.”

Staff told us they felt well supported and the registered manager shared knowledge and guidance with them. Their comments included, “[Registered manager] is open and always encouraging us to talk with [them]”, “We share ideas and bring up individual experiences. I can talk with my manager anytime”, “I am happy and love working with my manager. [They] are really good” and “My favourite thing about working for [the agency] is the kindness and support from my manager.”

The provider had systems for staff and others to speak up. The staff understood these and told us they knew who to contact and what to do if they wanted to speak up.

The provider supported staff equality and diversity. They worked with a local charity to encourage working mothers back to work. They supported these staff to work flexibly in a way that suited them. The provider also offered financial support to staff in need and helped staff make links with organisations who could support them with their personal needs. Staff told us they felt well supported. Staff told us their religious and cultural needs were respected and met with 1 staff member explaining they were given support during fasting periods to make sure they felt safe and well for work. Comments from staff included, “The agency gives support for carers financially and in need. I can talk about challenges I face”, “My individual needs are met. The service makes sure I feel safe and supports me by listening to what I need and helping when I need” and “I get emotional support, support with my mental health and have a visible leader who steps in and helps.”

The provider operated systems and processes to monitor and improve the quality of the service. They undertook a range of audits. They also conducted regular reviews of care, spot checks for staff and asked stakeholders for feedback. They responded appropriately when things went wrong, learning from these. There were a range of policies and procedures which reflected good practice guidance and legislation. These were regularly reviewed and updated.

The provider worked in partnership with other organisations. The registered manager attended forums and meetings with other care providers. They worked closely with health and social care professionals to meet people’s needs.

The provider had systems for learning and innovation. Staff told us the registered manager helped them to learn. Comments from staff included, “[Registered manager] is very experienced and informed. [They] pass on whatever [they] know” and “This work was new to me. But I am happy to learn and have had great opportunities to understand how everyone’s needs are different.” The provider had a programme of training for all staff and produced a quarterly newsletter which gave staff information about different aspects of care, good practice and key procedures.