Supreme Care Services 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 this inspection we rated this key question as good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. The service had made improvements to missed and late calls. They had also made improvements to ensure systems and processes were being operated effectively to monitor and improve the quality and safety of 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 positive about the support they received from the whole management team. There was an open and inclusive workforce, which promoted people and staffs’ equity of experience and celebrated diversity. The provider had an effective process for evidencing lessons learnt. There were effective quality assurance processes and systems were in place to monitor and audit the quality of the service. We did not assess all the quality statements within this key question, as 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.

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.

People and their relatives told us they thought the service was well managed. Comments included, “Overall we are happy with the care and support we receive. We have no complaints or concerns.” “We are very happy with the service, my [family member] is very well looked after. We have no complaints.” People told us managers and staff routinely sought their feedback about what they did well and might do better to improve the service they received. Comments included, “One of the senior staff often rings me up or visits me to check if I'm alright and to ask me about my carers.” “The office-staff do ring us or visit to speak with my [family member] to check how the staff who visit us at home are doing.” The managers and staff we spoke with understood their roles and responsibilities in relation to assessing, monitoring and managing the quality and safety of the home care and supported living services they provided people. Managers told us they carried out regular safety and quality monitoring spot checks on staffs working practices while on a call visit or working in the home where people receiving a supporting living service resided. A member of staff told us, “Our supervisors carry out regular spot checks on our working practices. These checks are constructive and help us ensure we maintain high standards of care.”

Comprehensive audits were regularly conducted by senior staff. These internal audits checked people’s records to see that tasks were completed and well-managed. This included ‘spot checks’ where senior staff monitored call visits and observed staff working practices. Audits also covered staff training and support, administering prescribed medicines, and dealing with complaints and safeguarding incidents. The provider had a new and improved IT system used to coordinate and monitor call visits. This meant office-based managers and staff knew the exact whereabouts of staff during a scheduled call visit and would automatically alert office staff if anyone was more than 15 minutes late. The outcome of all the audits and checks were routinely analysed which helped the provider to identify issues and to learn lessons about what they could do better. The managers understood their responsibilities in relation to their regulatory requirements around notifiable incidents. Our records told us that appropriate, timely notifications were made to the CQC. The service's previous CQC inspection report was clearly displayed in the providers offices and was easy to access on the provider's website. Displaying CQC ratings is a legal requirement, to inform people, those seeking information about the service and visitors of our judgments.

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.