London Borough of Ealing Reablement Service

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 provider had a culture that was open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, and staff understood and followed them and were aware of their responsibilities and accountability. Staff were prepared to raise concerns they may have with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people within the integrated care package and those outside its remit.

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.

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.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

The provider and staff were fully aware that they had clearly defined responsibilities, roles, systems of accountability and good governance. They were used to manage and deliver good quality, sustainable care, and support. The registered manager and staff were also clear about their individual roles and its importance. A person using the service commented, “They [Staff] are so committed to what they do, and the management do listen and act.” A staff member said, “We know what needs to be done, and the managers support us to do it." Staff told us they were frequently updated with practical information not only about people using the service but also topics such as keeping safe.

The provider was aware of their responsibilities regarding duty of candour. Our records demonstrated that appropriate notifications were made to the Care Quality Commission as required. The provider had a system that stored people's details, appointment schedules, and if tasks, support visits, and care plans were completed on time. Data collected was collated and used to update and improve the service provided. The provider’s quality assurance system contained key performance indicators that identified how the service was performing, any areas that required improvement and areas where the service was accomplishing or exceeding targets. Any areas needing improvement were then addressed. Monitoring and quality assurance audits took place at appropriate intervals. Audits included daily notes, communication and visits, care plans, risk assessments, complaints, and staff files. Staff files and the data base contained a recruitment checklist, training, performance, and development information.

Healthcare partners said the provider maintained end to end good working relationships with the other integrated external healthcare services. This enabled the registered manager and staff to support people to achieve their goal of living independently, keeping healthy and receive their required ongoing healthcare support. Staff reported any health care concerns to the management team who alerted appropriate health care professionals. They also supported people to access community-based health care professionals, such as district nurses and to refer themselves to health care services, such as their GP, to maintain and promote continuing independence through joined up healthcare. A staff member told us, “Everyone is committed to working as a team, from start to finish.” Another staff member said, “If we need more information, we know who to speak to."

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.