Servoca Complex Care - Chelmsford

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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

There was a positive culture at the service and the registered manager clearly knew each person the service supported very well. The provider had processes in place for monitoring the quality and safety of the service. People, relatives and staff had confidence in the management of the service. Staff were supported in their role and various recognition incentives were in place. A person told us, “I would recommend this service to everybody.” A relative said, “It is totally well managed we have had them a long time and they do listen to us.”

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 were positive about the culture in the service. A staff member told us, “I enjoy complex care, staff are easy going. I like the way it is professionally driven but they always have time to listen to us.”

The provider and staff shared the same vision for the service and the providers values were shared with staff through supervision meetings, spot checks and within the staff handbook.

The registered manager told us they continued to cover care shifts to ensure they were visible and accessible to people who used the service and staff. They told us they were very proud of the service and what the whole staff team had achieved. Staff told us the management team were accessible and they felt supported in their role. A staff member told us, “I have had no problems, if I ring the office they do their best to resolve any concerns. I give all my clients a good service and I try my best.” Another staff member said, “They listen if we have a problem and sort it out.”

There were processes in place to provide support to staff and listen to what they had to say. The registered manager kept up to date with national guidance and best practice using various forums.

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 told us the service was well managed. A staff member told us, “I would recommend this organisation as a good place to work.” Another staff member told us, “I have recommended this service to other staff.”

There were systems in place to effectively monitor the quality and safety of the service. The management team had clear understanding of their responsibilities and had good oversight of the quality and safety of the care people received. The provider took their responsibilities to monitor the quality and safety of care seriously and engaged an external company to carry out a full audit of the service. The registered manager had an action plan in place to follow up any recommendations made.

People and relatives told us staff worked well with other agencies involved in their care. A person told us, “My 24/7 staff come from a different agency and they liaise well with them and with continuing healthcare (CHC).” A relative said, “They [staff] do liaise with other professionals and our percutaneous endoscopic gastrostomy (PEG) nurse has completed training with them [staff] and I know they were very happy with that training.”

The service had developed good relationships with external professionals and told us they worked in partnership with them to ensure care was joined up and outcomes for people were positive. The registered manager recorded in their provider information return, “Multi-disciplinary input helps us to gain a holistic and all-inclusive, person-centred picture of our client’s health and needs.” They told us they were very proud of the relationships they had developed with external professionals.

The provider worked in partnership with a number of different health professionals in order to support people’s needs.

The provider sought regular feedback from people and relatives during care visits and via regular surveys. The registered manager told us that frequent contact enabled them to understand people’s experience of care and identify areas for learning and improvement.

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.