DKM Healthcare Limited

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• 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 3 quality statements in the well-led key question and found areas of good practice and concern. The scores for these areas have been combined with scores based on the rating from the last inspection, which was good. Though the assessment of these areas indicated areas of concern since the last inspection, our rating for the key question remains good. The governance processes in place were not always effective in identifying quality issues. Staff understood their role and responsibilities and were supported by a compassionate leadership team. Notifications were consistently submitted to external organisations as required. Staff felt able to be open and honest about any concerns but they also had access to a Whistleblowing Policy and use of anonymous feedback forms.

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.

Staff told us that the management team were compassionate and inclusive leaders. Staff felt the managers were approachable. One staff member told us, “I have received support from management even if it's not work related.”

Staff were clear about their roles and responsibilities. The provider had implemented a management structure which meant there was always access to management support, including out of hours. Staff were supported and encouraged including support with organisational progression.

Staff felt able to speak up and they talked about having meetings to talk, questionnaires to complete and supervision when they could talk to the managers. One staff member said, “I am able speak up and my voice will be heard.”

The provider had a whistleblowing policy and procedure in place which staff confirmed they were familiar with. To promote open and honest communication, further to a concern received by the CQC, the provider had implemented anonymous feedback forms for staff which the inspection team reviewed.

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 described workforce planning processes and how they managed staff absence to ensure continuity of care. The registered manager told us about the auditing processes in place, “We audit care plans and documents, bowel charts, fluid charts, medication. We audit at the end of the month and look at what needs improving, are staff documenting correctly, are we meeting the needs of people?”

The provider had a business continuity plan, so they were prepared for emergency situations and people would continue to receive their care. They made notifications in line with their regulatory responsibilities. Governance and assurance processes were not robust and did not always identify quality issues. The provider was in the process of identifying a suitable digital system for care records which they felt would support improvement in governance and oversight.

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.