Dependability 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 requires improvement. At this inspection the rating has changed to 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.

Staff spoke positively about the company and their experience working there. Comments we received from staff when asked whether they would recommend working at the organisation to other people, included, “Yes for sure 100%, we have a very supportive team, manager is good and very supportive, [they] listens to us” and ” I have already referred a friend to work for the agency.”

The provider's values were an integral part of the work they undertook and formed a basis for providing quality care. Information about these was included in written guides for staff. Staff undertook a range of training and had used this to help ensure procedures were followed and there was good quality care. There were regular meetings so staff could share their experiences and learn together. The manager drives for improvement.

Staff told us they liked the registered manager and felt supported, comments included, “ I feel well supported. Always pick up the phone if I have a problem, not afraid to say I don’t understand.” Another member of staff told us, “Yes, I do [feel supported], I have supervision, got one on Monday, team meetings once a month, any problems we have a group chat on what’s app, if emergency call the office.” We were also told by a member of staff, “Yes [I feel supported], if I need, I call my manager, office staff, have my colleagues who I can call.”

The provider had a good oversight of the needs of individual people and staff. They maintained good relationships with staff, people and their relatives and led with openness and integrity.

Staff were aware of how to speak up about poor practice and told us they would feel able to approach managers. A member of staff told us, “They are supportive whatever happens, manager always on call she will listen and give you solution”

The registered managers operated with openness and honesty. They openly referred any concerns they had about people's care and welfare to the local authority safeguarding team, and notified CQC of significant occurrences as legislation requires. The provider had a whistleblowing policy that provided details of how staff could raise concerns about poor practice and wrongdoing. The provider had procedures to support staff and make sure they had the opportunities they needed, this included regularly supervisions and one to ones.

Staff were positive about working for the provider. Staff were complementary about the management and leadership being fairly. There were no concerns of people having experienced any form of discrimination.

The provider had a range of policies and procedures in place to ensure an inclusive and fair environment for people and staff. Staff had received training in equality and diversity. People’s individuality was respected regardless of their abilities, their background or their lifestyle.

Staff told us supervision meetings happened regularly and were supportive. They also confirmed senior staff regularly observed them working and provided feedback. The management team understood their regulatory responsibilities.

Managers and staff had clear roles and responsibilities. Staff had regular 1 to 1 supervision meetings to discuss their work and clarify any issues arising. The provider had effective processes for monitoring and improving the performance of the service and ensuring staff followed its policies and procedures. There were regular audits of all aspects of the service, audits were reviewed and learning outcomes were fed back to staff. The provider's policies and procedures reflected legislation and good practice guidance.

People told us the agency worked in partnership with healthcare professionals who supported them.

The service understood their duty to collaborate and work in partnership with services to help to ensure peoples needs were met and people had excess to the right healthcare services. The provider shares information and learning with partners and collaborate for improvement

External partners provided positive feedback on how well the agency works with them. Comments included, '' I have weekly contact with the provider for available capacity in their team… Overall I have found that the provider is diligent in their care and support and proud of their service. There have been occasions in the past where the provider has come across as challenging to people but I feel this is because she is passionate about the service and wants the best outcome for people.”

Systems and processes were in place to enable the service to develop good links with the local community and work in partnership with other agencies to improve people's opportunities and wellbeing. The registered manager had put measures in place to share information and learning with partners and collaborate for improvement.

Staff found the provider focused on continuous learning, innovation and improvement. This was reflected in our discussions with the management team and feedback we received from external professionals.

The provider had processes in place for staff to ensure continuous improvement through innovation and learning was achieved. The provider undertook a range of audits, carried out spot checks to observe staff, regular staff supervision and gathered feedback from people using the service and their relatives through telephone calls and surveys.