203 Hoylake Road

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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 4 quality statements under this key question: shared direction and culture, capable, compassionate, and inclusive leaders, governance, management and sustainability and partnerships and communities. Staff described the systems in place for quality assurance and improvement. The Registered Managers shared evidence of systems to ensure people received good care. Staff were able to explain the policies in use and how the provider shared a clear vision for the service. 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.

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.

The leader of the organisation described the policies, procedures and handbook in place for staff to promote the vision of the service, which was for people to pursue active lives, have opportunities and live fulfilled lives. Staff were able to explain the policies in use and how the provider shares a clear vision for the service which was to provide safe and effective support for people.

The providers had a recently updated Statement of Purpose. This set out the aims and vision of the organisation and was shared with people who received support, and their families.

The services registered manager was compassionate and inclusive. Staff told, "the manager as supportive and approachable". Staff confirmed they understood the providers vision and values for the service. .

There was a longstanding registered manager at the service. In recent months an additional registered manager had been appointed to support a period of recent growth. Both registered managers demonstrated an understanding of the requirement of the role and held responsibility for different areas of the service. However, both conceded some areas of the quality of the service needed further work and they were developing further systems and processes to address this.

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.

Staff described the systems in place for quality assurance and improvement. The Registered Managers shared evidence of systems in place to ensure people received good care, this included regular auditing, supervisions of staff, visits to service and regular staff meetings and meetings with people and families.

Auditing systems to monitor the quality of peoples care and support were in place but not always fully robust. Reviews of care plans and risk assessments took place, but these were not effective as they were not always accurate or did not contain relevant information. This meant people potentially may not have their needs met

People were supported by staff and management team to access key organisations for support with their health and care needs. The registered manager told us the provider had good working relationships with a range of stakeholders to ensure the service was safe and people were provided with person centred care.

The registered manager described examples of how the service worked with other agencies to meet the needs of people and improve the care people receive. An example included working with a specialist diabetic nurse to prevent a person being readmitted to hospital, this included the joint creation of a new protocol for the person to manage their health needs without attending hospital.

Professionals who funded support for people told us there had been some concerns about the quality of the service being delivered, safe recruitment and staff wellbeing. A recent review had been undertaken by one local authority and an action plan had been developed. The commissioning teams were working together to support the service to make the improvements needed. The provider had also sought support from an external consultant who described to us the support they had been providing to assist the provider to embed a culture of continuous improvement.

Records relating to peoples care and support provided evidence of working with other partners to meet people’s needs. This included undertaking reviews of events when things had gone wrong. For example when the service highlighted a medication issue with the Local Authority.

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.