LadyB Health Care Recruitment Agency's 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. This is the first inspection for this service since they were registered in November 2022. 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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. The registered manager was committed to ensuring her staff team provided safe and compassionate care. They felt having regular engagement with people and their relatives, and reminders for staff would ensure any issues or concerns would be identified early and not escalate into wider problems. They added, “One of the key elements is feedback to make people receive better care. We give questionnaires to staff as well for their view, and with this, we know where we need to improve.” Staff were very positive about the registered manager and complimented them for how supportive and understanding they were.

The service 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. People and their relatives spoke positively about the provider and told us they would recommend the service to others due to their experiences. Staff told us the registered manager was compassionate, understanding and always available to provide support and guidance. Comments included, “She treats us well as she knows we are the representatives of her company. She gives us all the help we need” and “She is one of the best things about this job and helps us out in any situation."

The service fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they had regular contact with the registered manager which gave them plenty of opportunities to give feedback or raise any concerns. Whilst staff said they had not had to raise any issues so far, they felt comfortable to approach and speak up if they needed to, with confidence and without fear of reprisal.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. The registered manager had regular engagement with their workforce and made sure they felt valued and listened to. Staff were positive about the inclusive working environment and the benefits of working within a diverse team. A staff member said, “There are definitely no issues with this. I’m treated equally and there is no discrimination from the management team."

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. There were systems in place to monitor the quality of care people received, which helped to identify what was working well and if any improvements could be made. This included unannounced spot checks, telephone monitoring calls and team meetings. However, some systems and processes required further development, as not all records were formally recorded. The registered manager was aware of this and had just started using a new digital software system. They told us they were getting records moved over and this would help them to have a better oversight of the organisation.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. Although the service was small, the registered manager was signed up with support organisations for advice, guidance and shared learning within the health and social care sector. This included registered manager forums and voluntary organisations, which gave access to webinars and conferences.

The service 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 contribute to safe, effective practice and research. Relatives and staff confirmed that regular spot checks ensured there was a continued focus on improving people’s care and support. Staff told us they appreciated this monitoring as it could help them to improve where needed but also felt appreciated getting positive feedback.