Onecall24 Healthcare Limited

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 good. At this inspection the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

Staff and leaders demonstrated a positive, compassionate, listening culture that promoted trust and understanding between them and people using the service. Staff and leaders ensured records regarding people’s care and the management of the service were accurate and up to date. The staff and management worked well with external professionals. Staff felt confident to speak up and were mostly positive about the support they received from the overall management team.

Staff fully understood their roles and responsibilities. Managers and leaders could account for the actions, behaviours and performance of staff. Providers must notify CQC of all incidents that affect the health, safety and welfare of people who use services and notifications were being submitted, as required. The provider had an effective process for showing how they learned lessons and made improvements when something went wrong. There were effective quality assurance processes and systems in place to monitor and audit the quality of the service.

We did not assess all the quality statements within this key question. We did not identify concerns relating to those areas which we judged as being met at our last inspection.

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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Most of the staff we spoke with gave positive feedback about the management team and the culture of the service. Most staff said they could talk to the office staff and the management team at any point and felt involved and included in the day to day running of the service and any changes that occurred. Staff told us they had team meetings, as well as 1-1 support and supervisions, which provided opportunities for discussing any issues with the service and how to make improvements.

A member of staff told us, “The head office staff are nice and ready to assist. Our nurse manager is easy to approach. There is frequent training to help with our daily tasks. Team bonding and celebrating the quality of the work done.”

Another staff member said, “I feel OneCall24 Healthcare are very supportive and are good to work for. They have been professional, but they are also good at treating me well as a person. I would recommend it as a good place to work.”

Some staff told us they felt communication could be improved and they would benefit from more support from the managers of their care packages. We spoke with the management team about this, and they provided evidence to demonstrate how they were already implementing changes, to make sure communication and support was more effective for all staff members.

The provider had an effective management and leadership structure in place. We saw the management team worked well together and decisions were only made after consultation with the relevant staff teams. The management team knew their roles, responsibilities and expectations. Regular meetings were held to ensure areas for improvement were assigned to relevant staff members and actioned.

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.

Throughout this assessment, the registered manager and the wider management team demonstrated that they had the skills and knowledge to provide a well-led service. They had a clear understanding of their responsibilities and were familiar with guidance for providers on meeting the regulations. Most of the staff we spoke with told us they felt the service was well managed and said the management team were approachable and supportive.

We spoke with the registered manager, operations director and nominated individual during this assessment and discussed some of the areas, where people using the service and staff had commented on issues regarding staffing and communication. The nominated individual is responsible for overseeing the management of the regulated activity. The management team acknowledged the comments made and provided solid evidence to demonstrate how they were already aware and taking action to address the issues.

We reviewed and cross referenced all the evidence we obtained and were satisfied that the service was doing everything possible to ensure sufficient staff were employed and deployed. We saw information and communication, which supported the service’s attempts to address certain difficulties with some care packages. We saw that staff had very good training opportunities, including person and health specific training. Care plans and risk assessments, including individual contingency plans, were detailed, person centred, regularly reviewed and up to date.

We saw the service had clear and effective governance, management and accountability arrangements in place. We were assured that staff understood their roles and responsibilities and the management team could account for the actions, behaviours and performance of staff.

We saw there were effective quality assurance processes in place. These included feedback from people and were used to help continue driving improvement within the service.

The management team were aware of their responsibilities regarding duty of candour. They were open and honest with people using the service and their relatives when things went wrong with their care and support and provided them with an apology.

We saw there was a clear management reporting structure, and the management team made themselves available for support to the people using the service, relatives, and staff, whenever needed.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.