Visiting Angels North Yorkshire and West

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

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The provider was previously in breach of the legal regulation in relation to good governance. Improvements were found at this inspection and the provider was no longer in breach of this regulation.

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 provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The provider and registered manager worked closely together and had systems in place to ensure oversight of the service. They had a shared commitment to providing responsive person-centred care and support.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. People and staff spoke very positively about the registered manager and told us they were approachable and easy to contact. People had regular contact with the registered manager. One said, “She’s been to the house. She’s been to do an initial meeting and then a follow up meeting as well about a month ago. She’s very, very good. Very nice.” Staff members said, “[Registered manager] is friendly and organised. She’s the best. Lovely natured” and “She is a good manager and the new provider is lovely as well.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People’s feedback about the service was sought and acted upon.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff’s needs were identified and reasonable adjustments and additional support were offered where needed.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. There was a range of quality monitoring, auditing and oversight in place.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. There was a positive approach towards learning and ongoing development of the service. People were asked for their feedback about the service. One person said, “I have given them good feedback.”