Care Promise 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

We assessed a limited number of quality statements in the well-led key question and found some areas of good practice and some areas that required improvement. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. At this assessment the rating has remained good. This meant the service management and leadership was consistent. Staff told us they believed in the registered manager’s ability to lead and said the registered manager was approachable and supportive. Quality auditing processes were taking place, although these audits had not always identified the discrepancies found during this assessment. The registered manager was new to this role and had taken steps to improving the quality monitoring of care documentation by recruiting additional senior staff. This was on-going at the time of this assessment. Staff told us the provider treated them fairly and staff received equality, diversity and inclusion training.

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.

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 told us they had confidence in the registered manager's leadership ability. One staff member said, “The registered manager is very supportive. The registered manager takes time out to make sure we are okay, they are brilliant.” Another staff member told us, “The registered manager is very approachable, I have rung a couple of time to speak to them. I am confident to report any concerns to the registered manager.” The registered manager told us about the duty of candour and explained the importance of being open and honest when things went wrong.

Incidents and accidents were analysed, and apologies made when things went wrong. One relative said, “The registered manager told me, 'we may not always get it right, but we will work through any issues as a team.' That was reassuring.”

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.

Staff told us they were treated fairly by the provider and could freely raise concerns. The registered manager shared staff wellbeing initiatives and development opportunities.

All staff completed Equality, Diversity and Inclusion training. Additional training was provided to staff who had joined the provider from oversees to increase understanding of British cultures and practices. The registered manager shared examples of documents to assist staff, where English was not their first language, understand medical terminology and health conditions.

Staff told us the registered manager was supportive and regularly carried out team meetings and 1:1 supervision. One staff member said, “We have regular team meetings where we discuss any risks or people’s changing needs.” The registered manager was new to the role. They told us they understood risk assessments and care plans needed further development. They shared their plans to recruit additional senior staff to ensure these were in place and regularly audited.

The registered manager raised safeguarding referrals and notifications in accordance with regulations. Quality auditing systems and processes were in place, however these systems had not identified all of the discrepancies found during this assessment. The registered manager was quick to respond to our feedback by developing additional systems, completing risk assessments and updating all identified records.

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.