Kulera 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 inspection 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 service 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 led by example to promote a high-quality person-centred service which respected people’s abilities and lifestyle choices. Feedback from relatives showed high standards were achieved. One relative commented, “They are all great. Comes from the top. Never complain no matter what we ask for. All about us, they just fit in.”

The service 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. The provider had the experience and knowledge to effectively run the service. Staff felt they could approach them with any issues. One member of staff said, “The manager is exceptional. Tells us there are solutions to all issues if they know about them. Definitely creates honesty.”

The service fostered a positive culture where people felt they could speak up and their voice would be heard. The provider/registered manager encouraged openness and honesty. Staff and relatives felt able to speak up about anything. One member of staff commented, “I could raise any concerns, and they would be dealt with.” A relative said, “Manager is brilliant. She always checks in. I would have no problem going to her with anything, anytime.”

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Staff felt fairly treated and able to raise any issues they faced with the provider. We saw records of where an issue had been raised about possible bullying from outside the agency. This had been effectively dealt with to make sure staff were always fairly treated and respected.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. People used a service where the provider constantly monitored the quality of care provided by staff. They had an electronic care plan system which they could access remotely to make sure they were always aware of what was happening for the people they supported. One member of staff told us, “[Provider’s name] checks everything. They visit frequently. They read your notes and give feedback.” Relatives felt that oversight of the care was excellent. One relative told us, “They do everything right. I just can’t fault the organisation or the care. The manager is totally on top of things.”

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. The service supported people in a wide geographical area. They had been able to build relationships with families and other professionals according to people’s individual needs.

The service 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 contribute to safe, effective practice and research. People used a service where the provider was committed to learning and constantly improving the care they offered. They sourced training for themselves and staff to expand their knowledge and attended conferences and network events to learn and share knowledge.