All-In-One MultiCare Service 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 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 service. The rating for this key question is good. This meant the service was consistently well 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. The registered manager had implemented appropriate policies and procedures to ensure staff were well trained and supported to provided good care to people. Care delivered to people showed their choices and preferences were respected, and people and relatives were able to say how they wanted care to be delivered. Staff meetings were taking place and relevant aspects about care and the management of the service were discussed and clear direction given to staff. Relatives shared positive feedback about the care received.

Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. There were processes in place to ensure staff met together to discuss relevant aspects of their roles through meetings and training. This gave them the opportunity to share ideas, raise questions and discuss areas of concern. Staff told us they enjoyed working for the service although they wished they were allocated more hours to work.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff felt confident in raising any concerns with the management team and felt that they would be listened to. There was a complaints process in place and the registered manager was able to explain us the steps they would take if they received a complaint. There were no records of complaints received by the service. There was a whistleblowing policy and procedures in place.

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. During this assessment, feedback from staff indicated they felt supported. Staff were offered regular supervisions and spot checks.

Overall, the registered manager had a good oversight of the service. They told us they kept an oversight of the safety and quality of the service through their regular provision of care, oversight of audits and conversations with staff, people and relatives. The quality assurance systems in place were proportional to the size of the service. However, the systems effectiveness could be improved in relation to safe recruitment checks and care planning. The registered manager was responsive to this assessment’s findings.

The provider understood their duty to collaborate and work in partnership. The registered manager told us relatives were mainly in contact with healthcare professionals such as GPs, district nurses and hospice staff, as this was people's preference, but they knew how to contact them if needed. The registered manager was in contact with education and training providers to expand their knowledge and skills, as well as those of their staff team.

The provider focused on continuous learning, innovation and improvement across the organisation. They told us about their how they had reflected on care provided so far and how this informed their plans for the future. There were systems in place to support learning opportunities. For example, although there had not been any accidents and incidents at the service, the registered manager had developed a matrix to allow this to be recorded and analysed. The service sought feedback from people using the service and staff, and the registered manager explained us how this could be used to make changes to how the service was managed.