ICare (GB) Limited - Cannock Also known as Stafford

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

This is the first assessment for this service, we assessed all quality statements. At this assessment the rating for this key question is good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. People, relatives and staff told us they believed in the registered manager's ability to lead the service safely. The registered manager was responsive to all the feedback received during this assessment and put in new systems to monitor the care people received. Staff told us they were treated fairly by the provider and could confidently approach the registered manager if they had any concerns. The registered manager understood their duty of candour and made apologies to people when things went wrong. Records confirmed the registered manager worked with other health and social care professionals to ensure people received safe 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.

Staff told us the culture of the organisation focused on people’s safety and rights. One staff member said, “I love working here, making a difference to the people we support. All the staff and the registered manager want people to be happy and safe.”

The provider shared their statement of purpose which documented the provider’s aims and objectives. One of these aims was to deliver a home care service of the highest quality designed to improve and enhance the quality of life for people who use the service.

Staff told us they believed in the registered manager’s ability to lead the service. One staff member said, “The registered manager is very approachable. They always help out if we need anything.” Another staff member said, “The registered manager is supportive, they will cover the call if needed.”

The registered manager understood their responsibilities. Apologies were made to people when things went wrong, and they submitted statutory notifications in accordance with their regulated responsibility.

Staff told us they could raise concerns and speak up if and when needed. One staff member told us “I have read the whistle blowing policy and I have spoken up. The registered manager was fantastic. They listened to me and took action.”

The whistle blowing policy was available to staff. Concerns were acted upon and thoroughly investigated.

Staff told us they were treated fairly. One staff member said there was a mental health support number for staff to access if needed. Another staff member told us about the recognition they received when they had received positive feedback from a person using the service.

Staff were supported by the provider. We reviewed records confirming staff received regular supervision and support. Training records documented staff received equality and diversity training.

Staff told us they were regularly spot checked for infection prevention control practices and safe handling of medicines. The registered manager shared their quality monitoring systems and processes.

This was the provider's first assessment and despite the quality monitoring system not identifying all the discrepancies found during this assessment, the registered manager was proactive and introduced new systems before the end of the assessment. We will review the success of these systems during the next assessment.

People and relatives confirmed the provider worked in partnership with other health and social care professionals.

Staff told us they worked alongside other professionals such as doctors and district nurses. The registered manager told us how they followed recommendations from health and social care professionals.

Partners gave positive feedback regarding the provider's communication and told us they kept them informed of changes in people’s health and wellbeing.

Care documents recorded partnership working with health and social care professionals such as occupational therapists and speech and language therapists.

Staff told us they were free to make suggestions in team meetings. We discussed a recent improvement to the office, where an area had been designed for staff to help them to feel welcome and come in to rest and chat. Staff told us this had been a positive change. The registered manager discussed and shared their plans for the service.

Minutes of meetings confirmed the provider encouraged staff to feedback into the service and offer suggestions. Exercises were carried out during team meetings to gather recommendations and suggestions to improve the service.