Caremark Southampton

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

During this assessment we looked at 4 quality statements in the key question of well led. The overall rating for this key question combines scoring from quality statements we looked at during this assessment and quality statements scores in line with findings from our last inspection, where the service was rated good. The provider had effective governance processes in place to monitor and improve the quality and safety of the service. There was a positive culture at the service which was embodied by a visible and strong management presence. The provider had systems in place to promote equality, diversity and inclusion in their workforce, which was reflected by the positive feedback we received from staff about working for the provider.

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 there was a positive culture at the service. They were happy and motivated in their role. They were positive about the support the registered manager provided.

The registered manager had effective processes in place to communicate with staff to share updates, fostering a positive culture within the staff team. This included team meetings, correspondence and individual supervision meetings with staff. The provider had a statement of purpose in place which outlined their aims and values. These included ensuring people’s dignity, beliefs and freedom of choice were respected at all times. The provider’s values also detailed their responsibilities in ensuring staff were supported in the development of their skills and abilities.

Staff told us that they enjoyed working at the service, they were happy and that the registered manager was very approachable, knowledgeable and supportive. Staff told us that when they raised issues, the registered manager listened and acted upon their feedback to make changes and improvements where needed. The registered manager had a ‘hands on approach’. They were heavily involved in the day to day running of the service and had a good understanding of people’s needs and the support staff required in their role.

The registered manager had completed qualifications in health and social care as part of their role. They had also completed training courses which enabled them to train and assess staff competence. The provider had policies and procedures in place which were developed in line with statutory and best practice guidance. The registered manager had a good understanding of how to implement these policies into staff’s everyday working practice. This helped to ensure there were clear expectations and standards staff adhered to.

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 that the registered manager was very supportive with regards to flexible working. They told us that they could have time off for holidays, sickness, maternity leave and family situations and that the registered manager was very understanding around their personal circumstances. The registered manager had put in place a staff survey which was to be completed annually. We reviewed some of the completed surveys, which were contained positive feedback from staff about the support they received from senior staff. This gave staff the opportunity to give feedback about their role.

The provider had employed a number of staff from overseas via the government sponsorship scheme. The provider had organised practical support for overseas staff during the period of acclimatisation. This included support around overcoming language and cultural barriers. The provider had an equality and diversity policy in place. This outlined how the provider would ensure staff and people would not suffer any form of discrimination.

The registered manager had a good understanding of quality monitoring and governance. They were confident in applying their knowledge when completing quality audits of the service. Staff told us that the registered manager regularly monitored their performance and gave them constructive feedback and support in their role.

The registered manager had a good oversight of the service. They had developed a set of key tasks and audits, which helped them monitor how staff were performing and how care was being delivered. This included audits around care records, medicines records, risk assessments and care plans. The service was structured under a franchise model. The regional franchise team completed regular quality audits of the service and had helped the registered manager develop a service improvement plan in line with issues identified through audits. This was very detailed and highlighted areas of strength, where improvements were needed and trend analysis to help identify recurrent themes or issues. The action plan was regularly reviewed and updated, which helped track how improvements were made, embedded and sustained.

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.