At Home Support Services Limited

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

The management team maintained a positive culture and were passionate about the service. Governance and management systems were in place to drive improvements. This included a range of audits which were undertaken regularly to monitor, review and improve the service people received. Staff were positive about their roles and told us they felt supported and knew how to seek advice, guidance and support.

This service scored 68 (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.

Staff spoke positively of the management. They told us they felt supported in their roles and managers were approachable. Comments included, “Management is good, they are trying their level best” and “They are approachable and supportive.”

There was a clear staffing structure. Managers and staff understood their individual roles, responsibilities, and the contribution they made to the service. We found there was an open culture within the service. The registered manager and staff were open and honest with us throughout the inspection. The registered manager had a clear vision and was committed to providing a person-centred responsive service. Staff we spoke with shared this commitment.

Staff told us they felt confident and comfortable to speak up and felt listened to. A staff member said, “The manager really supports you and responds promptly.”

There was an open culture within the service. The registered manager and staff were open and honest with us. There were different ways staff could speak up, this included, staff meetings and individual supervisions. Evidence showed staff meetings were held regularly which encouraged staff to share their views.

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.

The registered manager told us risks to people's health, safety and well-being were effectively managed through the continuous review and monitoring of the service. We saw evidence of this. A staff member told us, “Managers are available out of hours and weekend. We always get good support.”

The registered manager and staff team understood their responsibilities for ensuring that risks were promptly identified and mitigated. The provider had a system in place for monitoring and managing service quality. This included regular audits, spot checks, care reviews and supervisions.

People benefitted from care and support from different agencies, including GPs and district nurses. A relative said, “Carers will observe him and call me in to look [if there was an incident] and call the district nurses. Carers very flexible.”

Staff collaborated with other agencies to ensure people received effective joined-up care. Staff told us they assisted district nurses and reported concerns to people’s GPs when needed.

The service worked in partnership with other organisations to provide appropriate support to people. We saw evidence of the provider working in collaboration with various social and health professionals.

The service engaged with other professionals for example, local authorities, schools and healthcare professionals when needed. We saw records of communication between the service and GPs and district nurses, including recommendations from a tissue viability nurse for 1 person.

Staff were encouraged to undertake training and learning to increase their knowledge and understanding. Staff members told us, “Since I've been here it's been training after training” and “I completed safeguarding training when I first joined, it increased awareness of how to keep people safe and who to contact if I have any concerns.”

Thorough investigations into incidents were completed to identify any actions that may prevent incidents happening again. Learning from incidents was shared with staff in meetings and supervisions.