Stennack Homecare Limited

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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

The services quality assurance processes were not entirely effective and a small number of staff raised concern in relation to the registered manager leadership style. The registered manager recognised the need to additional leadership support for the staff team and a deputy manager had been recently appointed.

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.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

The provider’s auditing and quality assurance processes were not entirely effective. The accuracy and quality of information available to staff in people’s care plans was variable and inconsistent. The registered manager was aware of this issue and recognised this was a result of variation in the performance of some staff who had now left the organisation. Insufficient action had been taken by the registered manager to resolve these issues prior to the site visit. This meant staff did not always have access to clear guidance on people’s individual support needs. A deputy manager had recently been appointed with the aim of increasing the effectiveness of service’s quality assurance processes and providing additional oversight and support for the staff team. Records showed that the new deputy manager had begun providing supervision and support for the staff team. People were complimentary of the registered manager and the quality of care they received. People’s comments included, "[The registered manager] is lovely and that's the whole reason they're good. She has some difficult decisions to make and the care has improved. [The manager] always replies within a couple of minutes to any message that I send her” and "They're the third agency I've had and I like them the best.” Relatives confirmed the registered manager was approachable and communicated effectively. They told us, “The manager's very friendly. Very approachable. If you've got a problem, you take it to her and it's sorted. She is very approachable [and] I've got no complaints" and "I think it's managed very well considering, [my relative] is getting very good care. I hope they come through the inspection with flying colours."

We received mixed feedback from staff on the services leaders. Most staff were complimentary of the registered manager’s leadership and their comments included, “The manager is lovely”, “The managers are very supportive” and “I really enjoy working here”. However, a minority of staff raised concerns in relation to the registered manager’s leadership style, which they believed had resulted in a recent increase in staff turnover. There were appropriate on call systems in place to provide staff with support and guidance outside of office hours. Staff told us the on-call arrangement were effective and said, “I always feel there is back up and people will answer the phone when you call.”

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.