SuppLiCan Care and Support

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

Leadership was strong, confident, and inclusive. Everyone understood the purpose of the service. Staff were provided fair and equal opportunity at work and were valued and respected. There was a culture of openness and honesty, and staff felt empowered to speak up and felt their views would be listened to. Staff spoke positively about the registered manager and told us they listened, were approachable and caring. The service worked proactively with health and social care professionals to support people to experience positive outcomes in relation to their needs. The registered manager regularly checked the quality and safety of the care and support provided to people. Any issues were acted on and used to support staff to improve their working practices.

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 felt part of the shared direction and culture and told us they liked working at SuppLiCan Care and Support. Staff and leaders were committed to the people they supported. The registered manager and staff had the same vision for the service, that was to provide the best possible care and support for people. Staff were happy in their role, and this meant people were happy with their support. A staff member told us, ‘’I'm very appreciative of SuppLiCan Care and Support. They are very good, very respectful, organised. Quickly respond to any requests.’’

There was a positive and person-centred culture in the service. Staff had access to people’s care plans and spoke knowledgeably about the people they supported. Staff were happy in their roles. Supervision meetings with staff were used to discuss the vision and values of the service and how staff were achieving these aims through their roles.

The registered manager was approachable and took a genuine interest in what people, relatives and staff had to say. Staff spoke positively about the registered manager and said they felt well supported. One staff member told us, ‘’I am happy at SuppLiCan Care and Support. [The management team] are supportive, they are always there for you, they give you all the help. [The registered manager] is good. They are always there to listen and to help you.’’ Another staff member said, ‘’The best team I have ever worked with. [The registered manager] is very respectful, and very good.’’

Regular team meetings provided staff with an opportunity to discuss the service and people’s support needs. The registered manager had an open-door policy and was available to people, family members and staff when needed.

Staff told us they felt supported in their roles. Staff told us they felt confident in speaking up if they had any concerns about the care being provided or any other issues. Staff confirmed they knew how to whistle blow and to report concerns to external organisations if necessary.

The provider had up to date policies in relation to safeguarding and whistleblowing. The registered manager was aware of their responsibilities and the importance of supporting staff to speak up.

Staff were able to ask for reasonable adjustments to be made, for example to their working patterns for specific needs, such as medical appointments or when they had to use a specific type of equipment for work. A staff member told us, ‘’My workplace is inclusive. There is no discrimination.’’

People’s differences were accepted, and they were supported by staff who understood them. Staff were supported and happy in their work. Staff had undertaken equality and diversity training as part of their induction and had access to the organisation’s policy on equality and diversity.

The registered manager had a comprehensive understanding of people’s individual needs and maintained oversight of the quality of the service. Staff spoke positively about the registered manager and told us they felt able to come to them for support if needed. Staff confirmed the registered manager checked the quality of their work with regular spot checks and supervisions.

Governance systems were established and operating effectively. A range of audits and checks were in place to monitor the service and ensure it was safe and make improvements. The registered manager understood requirements to notify CQC, and where appropriate the local safeguarding team, of incidents including potential safeguarding issues. This is a legal requirement.

People and relatives told us the service was supportive. Relatives felt staff were competent and they contacted health and social care professionals when this was needed. Feedback was positive about the care provided.

Staff felt listened to and involved in the service. The registered manager spoke positively about working in partnership with external healthcare professionals and how this had led to better outcomes for people.

We received positive feedback from health and social care professionals who worked with SuppLiCan Care and Support. One professional told us, ‘’The manager [name], in my experience, is an excellent communicator and is happy to work in concert with us, to ensure the Package of Support is suitable and effective.’’

Effective systems were in place to foster good working relationships with community health care teams and the local authorities. These relationships supported people to receive joined up care.

Staff told us they were always learning and improving their practice. This was achieved through regular training, supervision and staff meetings.

Staff had access to additional training when required. The service recently introduced 3 new champions to the service in the areas of, medicines, moving and handling and infection prevention. The role of a ‘champion’ was to develop staff skills around improvement and innovation in the specific subject area.