Total Health Support and Training 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

Systems to monitor the service were in place and a range of audits were conducted to allow the registered manager to improve the service. However, these systems were not always effective. Monitoring and audit systems had not identified our concerns relating to risks. There was a clear management structure within the service that meant staff knew their roles and responsibilities.

This service scored 57 (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.

Staff told us they had confidence in the registered manager and felt the service was well-led. All staff we spoke with told us they felt supported. Their comments included, “Yes the service is well-led and the managers inspire confidence”, “I will say the company is well run and properly managed. Management constantly sends messages of inspiration on how the service we provide is changing people’s lives” and “I believe the service is well-led, and the manager inspires confidence. She is approachable, supportive, and consistently communicates clearly. “

Systems were in place to monitor the quality of the service, and a wide range of audits and reviews were conducted to improve the service. However, these systems were not always effective. The audit systems did not identify our concerns we found in Safe relating to people’s risk assessments. For example, audits had not identified the lack of a risk assessment or staff guidance for a person diagnosed with epilepsy. This could place the person at risk in the event of a seizure.

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.

Staff spoke with us about the learning culture at the service. Their comments included, “Indeed, learning is a collective effort shared among all staff members. We engage in continuous learning, both individually and collectively. Training sessions and meetings serve as avenues for learning. And we embrace opportunities for improvement by learning from past experiences and putting constructive feedback into our practices”, “Learning is shared within the staff to improve on our weak areas, to rub minds together on how to get things done properly and to learn from our past mistakes to prevent such in the future” and “Learning is shared, especially after incidents or when things don’t go as planned. We have team meetings or debriefs to discuss what happened, what could be improved, and any lessons learned. It’s important that we learn from these situations to improve care delivery.” The HR manager told us, “We continually learn, and we share this through our team meetings and on our ‘what’s app’ updates. We try to keep the staff informed.”

Systems were in place to learn from accidents and incidents. Staff shared learning through regular staff meetings, briefings and ‘WhatsApp’ updates (WhatsApp is a private messaging and calling service) . Accidents and incidents were recorded and investigated to identify any learning.