Master One Care

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. This is the first assessment for this newly registered service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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. Staff were passionate about their job and doing the best they could for each person they supported and there was an emphasis on providing meaningful person-centred care that met people’s individual needs.

The provider had inclusive leaders at all levels who understood the context in which they delivered care 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. Care workers, people and relatives were all complimentary about the management team in place and felt able to speak openly with them. They told us the leaders listened to them and made them feel comfortable. They had confidence in the leadership and management of the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. A whistleblowing policy was in place and staff told us they felt able to speak up should they feel the need to.

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 felt comfortable working at the service. They felt their individual needs were considered by the management team and were taken into account when service planning. Staff felt respected and able to work in an environment that was supportive and free from discrimination.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. There was a clear governance system in place and the management team regularly reviewed the safety and quality of care delivery. This included formal unannounced spot checks on care delivery as well as informal discussions with staff, people and relatives. A care worker told us, “[A member of the management team] comes out and does spot checks. We don’t know when she’s coming. She checks up on us as to how we’re getting on and if we need any help.”

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They formally asked people, relatives and care workers for their feedback about the service through the completion of satisfaction surveys as well as regular telephone monitoring. People and relatives told us, “Once a year they do a review. I think I’m lucky to have the care workers I do have.” “[A member of the management team] rings up periodically and asks if everything is alright.” Feedback gathered through these processes was used to improve and develop the service.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. The provider received consistently positive feedback from people, relatives and staff. As part of this feedback relatives had identified that they would like to know more about what care was delivered on a day-to-day basis. During our assessment the provider was in the process of developing their electronic care records system so relatives could have access to this and be able to access daily care notes for their family members. This was due to be rolled out a few days after our assessment. The provider and staff were committed to providing high quality care and continuous improvement. The management team had plans to grow the business but was doing this in a coordinated and planned manner so that it did not compromise on the quality of care.