Ruby 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 inspection we rated this key question good. At this assessment the rating has remained good.

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

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

People and/or their relatives told us the management team were exceptional, as was the care provided. People and/or their relatives were involved in the management of the service. They spoke with both night care manager/care co-ordinators and care staff and also provided formal feedback about the service they received. We read feedback forms for the last 6 months and in these the service had been consistently rated as ‘excellent’.

The provider had a clear vision and ethos in providing excellent night care. One person said, “Out of everyone that's been involved in my dad's care, [the provider’s management team] were phenomenal.” Another person told us, “[Name of night care manager/care co-ordinator] was absolutely amazing. One million percent I'd recommend Ruby Care to anybody.”

Staff felt incredibly well supported by managers. Staff told us, “[The managers] go above and beyond to get a detailed background picture of the care package. I have never worked for a company that actually look after their staff; nothing is ever too much for them”, “I totally feel supported and wish to single out my line manager [name] for special mention. She is the best manager I've met in 44 years of work. She is kind, caring and always on top of things at all times” and “Ruby Care actually care about their staff which is very few and far between in the care sector. I have had clients pass away while I am with them and the next morning every time someone contacts me to make sure that I am ok. This is much appreciated as it is difficult at times.”

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

There was a cohesive, effective and confident management team who ran the service. There were effective quality assurance systems in place. Senior care supervisors carried out spot checks to ensure high quality care was being provided. Both night team managers/care coordinators had regular contact with people and/or relatives and their staff, often speaking with people on the phone. Formal feedback was also sought from both people using their service and their relatives. These quality assurance systems helped create an open, improvement based, supportive culture.

There were clear processes in place to ensure any learning was shared with staff and staff could raise any issues or concerns with managers. There were regular staff meetings. These were arranged both face to face and also online to help all staff attend. Informal staff coffee mornings were also organised to enable staff to get together. These were particularly important as staff often worked on their own. Staff told us they were listened to and their views acted upon. One staff member said, “Communication is key and with Ruby Care it's second to none.”

The management team were extremely proud of their care team and the quality of care they provided. Staff were positive about the care they provided to people and were clear about their roles and responsibilities. One staff member said, “This company is brilliant. It’s great to get recognition. Brilliant.”

The service worked in close partnership with health and social care professionals, so high quality care was both planned and provided seamlessly for people.

Referrals were received online daily from health care professionals. These were reviewed by both night team managers/care coordinators who then gathered as much information as possible about the person and the care required. A final ‘induction call’ was made to the person and/or relatives to confirm exactly what care was needed and then matched with an appropriate member of care staff.

One staff member told us, “The district nurses hub overnight is an absolute godsend, they are amazing….all the nurses and care assistants I’ve had the pleasure of meeting during the night have been superb. They are so professional and kind with the clients and their families, they have always treated me as a fellow colleague and with the upmost respect.”

Health and social care professionals who shared their views with us told us they had an excellent relationship with the service and rated them highly. Comments included: “In my opinion Ruby Care provide an essential service to our patients”, “The provider has developed to focus on night provision and their support has enabled more people with complex needs to go home [from hospital]. I am really proud of the work we do with this provider” and “Referrals are processed quickly and communication with us is excellent. I would not hesitate to use Ruby Care for one of my relatives.”

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.