Ace Homecare London

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

Based on the findings of this assessment we found the service had improved and addressed all the outstanding breaches we identified at their last inspection. This meant the service was now consistently managed and well-led. Our rating for this key question has therefore changed from requires improvement to good.

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 registered manager was dedicated in their role to ensure people received safe and compassionate care. Staff felt respected, supported and valued by the managers and were passionate and cared for the people they supported.

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. People and their relatives were very positive about the registered manager and told us they would recommend the provider to their family and friends. A person said, “I am very happy with the care I receive. The staff are lovely and helpful.” A staff member said, “ The manger is supportive and has created a safe and open environment to give suggestions, [manager] is always available if we need help in our role, further training, refresher training, anything.”

The service fostered a positive culture where people felt they could speak up and felt confident that their voice would be heard. People, their relatives and staff told us they had full confidence in the registered manager and felt they would always be listened to if they had to raise any issues or concerns. There were positive responses within staff survey records which highlighted the registered manager aimed to foster a culture of openness and that it was safe to challenge decisions if needed. A care worker said, “I feel very comfortable to raise any concerns I have a good relationship with my manager.”

The service fostered a positive culture where people felt they could speak up and felt confident that their voice would be heard. People, their relatives and staff told us they had full confidence in the registered manager and felt they would always be listened to if they had to raise any issues or concerns. There were positive responses within staff survey records which highlighted the registered manager aimed to foster a culture of openness and that it was safe to challenge decisions if needed. A care worker said, “I feel very comfortable to raise any concerns I have a good relationship with my manager.”

Managers and staff had clear roles and responsibilities, systems of accountability and good governance. The provider had made clear improvements since the last inspection. There were improved systems in place to regular monitor the quality of care people received. Effective processes were in place for monitoring and improving the performance of the service and ensuring staff followed its policies and procedures. Staff had regular supervision meetings to discuss their work and clarify any issues arising. There were regular audits of all aspects of the service, audits were reviewed and learning outcomes were fed back to staff. Care plans and risk assessments had been improved and, measures were in place to regular review care plans and risk assessments with people and their relatives to ensure they were reflective of people’s needs and preferences.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They shared information regarding peoples wellbeing with partners and worked well with them.

The service focused on continuous learning, innovation and improvement. The registered manager encouraged learning and improvement through ways of obtaining regular feedback from staff and people and quality assurance measures. People, their relatives and staff confirmed that regular home spot checks were completed to ensure people’s needs were met and any areas for improvement could be made. A person said, “Someone comes every so often to check my care plan and check if I am happy with my care and my care worker.”