Shaftesbury St Giles

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• 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

We reviewed 4 quality statements under this key question: shared direction and culture, capable, compassionate, and inclusive leaders, freedom to speak up and governance, management and sustainability. Staff were clear about their responsibilities and roles and the majority felt supported by the manager and management team. Staff spoke positively about the leadership and culture of the service and their ability to speak up and be heard. The provider had quality assurance systems and processes in place. However, these were not always effective in monitoring the oversight of the service, this was in relation to notifying CQC of incidents occurring at the service. Following the assessment, the registered manager sent us the relevant statutory notifications retrospectively. We did not find these improvement needs affected the safety and quality of people’s care and any future risks were mitigated by the actions taken by the registered manager during this assessment.

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 registered manager told us, “We pride ourselves on being person centred focused. The staff team are very good, they support people how they want to be supported.” We received positive feedback from staff about the culture of the service. Comments included, “All staff work as a team, the morale is good, and we welcome new staff,” and “I would definitely recommend this as a place to work.”

Systems and process were in place to share information with staff and people using the service. The electronic care planning system indicated if support plans had been updated and if staff had read them. Staff meetings were held, although this was an area the registered manager had identified as needing to improve on in their service improvement plan. The aim was to schedule more frequent meetings for people and staff by way of monthly focus meetings for information sharing and discussion. Information was shared to staff in their supervision sessions and staff had the opportunity to provide feedback via staff surveys. The registered manager, service delivery lead and team leader told us they were available should any member of staff need to speak to them.

The registered manager told us they were well supported by the provider and regional manager. The registered manager said, “I have regular supervisions, we have a meeting on a Monday morning to discuss updates within the organisation, and operational briefing every 2 weeks.”

The registered manager and team leader knew the people living at St Giles well and were building relationships with staff, people using the service and their relatives. The registered manager told us about staff benefits and incentives such as access to an ‘employee assistance programme’, discount schemes, refer a friend and incentives for staff passing their probation period.

Staff we spoke to told us they were able to speak up and were confident they would be listened to. Comments included, “We are listened to,” and “My support is better now than it used to be as we have a new team leader, I will speak up for myself and others if they need it.”

The provider had a whistle blowing policy in place, staff were able to access all policies and procedures via an electronic app. Staff survey feedback results from November 2023 showed staff felt able to speak up and raise concerns. New staff surveys were being sent out to staff in the coming weeks.

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.

Staff feedback was positive. They felt supported and listened to by the management team. Comments included, “I have my supervision with the registered manager. They are always on the end of the phone and really helpful,” And “We have meetings, supervision and appraisals, the managers are very good people, I can talk to them about anything.” And “The managers are very approachable, it is a nice atmosphere, I am happy to work here, people are given the opportunity to do lots of things.”

The providers had governance systems and processes in place to monitor the overall safety and quality of the service. Including, audits relating to health and safety, infection prevention and control and safe management of medicines. Although the provider was aware of the regulatory requirements and made referrals where required to the local authority, CQC were not always notified in relation to incidents which had occurred at the service. These were submitted retrospectively by the registered manager during the assessment. There was a system to manage incidents and learn from them to improve practice.

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

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.