Invictus Plus Care

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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 reviewed 7 quality statements for this key question. The registered manager had developed audits to assess how the service was operating. These included observational checks of staff practice, risk assessments, care planning and learning from any reported incidents. Staff told us they felt well supported by the management team. Health and social care professionals told us the provider worked with them openly and staff followed their guidance.

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.

There was a shared vision that staff told us they were aware of. Staff told us the service was going through an unsettled period and they had been fully informed of the situation. One staff member said, “I think the morale is quite low at the moment. A company that was doing so well, is now struggling. But at least I am still working.”, Another staff member said, “I am having sleepless nights at the moment because of the uncertainty.” The nominated individual said, “I want them [staff] to have secure employment. I am supporting them to move, I give them links for jobs, references etc. Staff have been doing second jobs for some time, so the transition for them is actually quite easy. We wanted them to see all sides of care, so it’s good for them to work in care homes and other companies.”

The service had a plan to make sure they had enough staff in place to support people using the service going forward, and for developing the service into other geographical areas.

Staff confirmed a recent unsettled period of change had affected them and caused employment concerns. Staff comments included, “It's very scary what is happening. They [management team] will send us links for other jobs and give us time off for interviews” and, “I'm OK, it's just that we don’t have enough hours. I hope things will get better. The managers told us as early as possible. I'm applying for another job at the moment. [Registered manager] is amazing, easy to talk to and understands. All the office staff are good.” One staff member said, “[Provider] can't give me enough hours as per my visa. It's frustrating, and pressurised. Despite this, I feel very supported. The managers are trying their best, they have us in their hearts, they encourage us to apply for other jobs and will do references for us.” Most staff said they felt supported and spoke highly of the management team. Comments included, “[Registered manager] is very easy to talk to. She is a very good manager” and, “The management team are very good especially [registered manager] and [nominated individual]. They keep us updated. They communicate with all of us. They are very supportive, and their door is always open.” However, other comments included, “Some people are related here. It’s a family company so we have to be careful what we say sometimes” and, “I don’t think all staff are treated fairly.”

The registered manager carried out welfare and wellbeing checks for staff. This was in addition to regular one to one supervision and spot checks of staff practice. Any actions identified were shared with staff for learning.

Staff knew how to raise concerns about poor care and most said they felt confident their concerns would be listened to. One staff member said, “If I had concerns, I would tell my team leader. If they didn’t resolve it, I would go higher. It cannot be left.” However, another staff member said, “I would probably report straight to [nominated individual]. She runs the ship, although I know I could report to CQC too.” The registered manager said, “We talk about whistleblowing in our staff meetings. I met all staff for a one-to-one and told them I have an open-door policy, they can come to me, or they can go to [deputy manager] or a team leader. We wanted to create open communication.” Staff said they were encouraged to speak up during team meetings and if unable to attend due to work commitments, they could put forward their thoughts on a topic.

The service had a whistleblowing policy in place.

Staff told us they felt supported and welcomed by the service when they arrived in the UK. One staff member said, “The company found me a room in a shared house, and they provided things I needed. They helped me to get a GP and to get a flu jab, and how to register with a bank.” Another staff member said, “They [provider] helped me to find a school for my son.” Although most staff said they felt they were treated equally to others, one staff member said they did not feel this was always the case. They said, “There is some unfairness related to your family or place of birth. I think everyone should be treated fairly.”

The service recruited many of their staff from overseas. We reviewed recruitment records and found the required information and appropriate checks were in place.

Staff told us they were well supported by the management team. Management told us they regularly reviewed their processes and acted on identified improvements following audits. They had taken steps to ensure future sustainability of the service by applying for new contracts with different local authorities.

The service regularly carried out a range of audits This included audits of care plans, medicines management, and face to face spot checks on staff which were unannounced which also covered infection prevention and control. Regular feedback was sought from people using the service and if concerns were raised records showed the registered manager investigated and addressed these with people and their families. Examples of comments we saw included, “Care staff are punctual and helpful”, “Good relationships developed” and, “The carers do a brilliant job." Quality assurance audits were carried out by external stakeholders. We saw records of these during our assessment. When areas for improvement were noted, we saw the service had made changes to their processes.

People told us the staff worked well together.

The management team said they worked closely with partner organisations and aimed to have an open and transparent relationship with all stakeholders. Some people’s support needs were funded by different local authorities and some people paid for the service themselves. One person’s relative said, “Our experience overall has been great. They've delivered what we've asked for. The personal care has been very good.” Another person’s relative said, “We have had no issues with Invictus, and they have a good care plan in place that is followed. They tick all the boxes as far as we are concerned and as I say [names of care staff] have been kind, considerate and [relative] likes them and feels safe.”

The feedback we received from partners was mixed. Some stakeholder partners were dissatisfied with the service. However, professionals who worked with the staff were very complimentary. They told us staff followed their guidance, worked collaboratively and made appropriate referrals.

People’s care plans showed where referrals had been made to professional practitioners.

Staff had regular monitoring checks when they were supporting people, to review the quality of their practice and learn from any required improvements. Staff comments included, “We have regular spot checks. I had one at 4am once when I was doing a live in shift” and, “We have regular spot checks. Sometimes they just turn up, they check we do our job properly.” Managers told us they work alongside staff to instruct as well as monitor. The training matrix is reviewed by managers regularly and any specific training sourced, for example Diabetes or Stoma care.

Regular audits were carried out. Records showed the service reviewed processes when changes were needed to peoples support. Monthly calls were made to people using the service to seek feedback and identify any concerns. The registered manager said they would also go and meet people in their homes. Complaints and compliments were recorded and acted on appropriately.