203 Hoylake Road

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 total of 4 quality statements from this key question. The scores for these areas have been combined with scores based on the rating from the last inspection which was rated good. Our rating for the key question has not changed and remains good. The service was well led. Systems were in place to review, monitor and develop 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.

The leader of the organisation described the policies, procedures and handbook in place for staff to promote the vision of the service. Staff were able to explain the policies in use and how the provider shares a clear vision for the service.

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.

Staff described the opportunities for development within the service. The registered managers had completed Management qualifications and continued to seek training for future professional development.

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.

Systems to monitor the quality of peoples care and support were in place but not always fully robust. Aspects of some people’s care plans required more detail to enable staff to provide safe support. Audits and check had not always identified this. We raised this with the registered manager who shared evidence of the new systems they were in the process of implementing which would address any shortfalls, such as we identified, in peoples care plans.

People knew how to raise concerns about the service if they wanted changes to be made. One family member told us, “I would know how to raise my concerns, and I would have no hesitation in raising specific concerns.” Another family member told us, “[Staff] will listen to me and try to change things, come later if I need them to do that.”

The registered manager described examples of how the service works 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 at the service 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.

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.