Mayfair Homecare - Wycombe

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

Effective governance systems and processes were in place to drive improvement and monitor the safety and quality of the service. Staff had a clear understanding of their roles and responsibilities, and felt able to speak up and raise concerns if needed. The registered manager promoted a positive, open culture and staff reported feeling valued and supported.

This service scored 21 (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 highly of the support provided by the registered manager and other members of the office team. Staff told us they were treated fairly and could rely upon leaders to support them both professionally and personally during difficult times. There was a longstanding registered manager in post and many staff members had worked for the organisation for several years, telling us they enjoyed their roles and described an inclusive, family-like team culture. The registered manager described their ethos as treating staff and people using the service in the way they would like to see their own family treated. This ethos was promoted amongst the staff team through activities such as staff meals, staff meetings, one to one support, and charity fundraising events.

An open door policy meant leaders were visible and accessible within the service. Staff we spoke with particularly highlighted that the registered manager was easily contactable at any time should staff need support or to discuss any issues or concerns they may have. The registered manager and service were also well supported by the provider, who supported in areas such as auditing, training support, recruitment processes, peer to peer support for registered managers, and provider oversight of events such as safeguarding investigations. For example, the provider’s training department was able to offer support such as training guides, workshops and access to e-learning.

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.

Staff understood their roles and responsibilities and how these contributed to ensuring the safety and quality of the service. For example, staff understood the importance of reporting any accidents or concerns for people’s welfare to the management of the service. The registered manager was aware of their responsibility to maintain standards of governance and oversight of the service, and was supported by the wider provider to do so.

Polices, systems and processes were in place to promote good governance. A system of staff and people surveys were used to gather feedback and identify actions to improve the service. Auditing took place at both service and provider level to monitor the quality and safety of the service. Audits explored a wide range of topics including people and staff files, communication logs, medicines administration records, financial transactions, safeguarding and complaint outcomes, accident reporting, health and safety, and compliment records. We identified one person’s medicines administration record audits did not identify an issue with the recording of pain relief until a subsequent audit, however we found other medicines records and audits were appropriately completed.

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.