Caring Hands Nottingham Ltd

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

There were some concerns identified around the effective governance, management and accountability arrangements. Staff understood their role and responsibilities. Managers accounted for the actions, behaviours and performance of staff. Data or notifications were submitted to external organisations as required. There were clear arrangements for the confidentiality of data, records and data management systems. Information was used to monitor and improve the quality of care.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

There were no concerns shared by staff about their feelings of involvement in the service, although they did tell us the current lack of contracting had impacted on their availability of shifts. Some staff had been asked to take unplanned annual leave due to the current shortfalls in contracts available due to the current sponsorship license suspension. Staff told us of the impact of this on their financial and family life.

The provider did not supply a service improvement plan detailing their plans for future growth of the service. The provider had not ensured they used information from internal audits, partners and commissioners effectively to ensure service improvements were planned, analysed and robustly implemented.

Although staff we spoke with after our site visit told us they felt able to raise concerns with the management team, we had significant concerns raised by former staff who alleged the service had a potential closed culture and they had not been allowed the freedom to speak up in line with the provider's policy and procedure.

There was a lack of robustness shown by the registered manager in regard to their recruitment process and the openness and transparency they showed on site when these documents were requested. The files were hastily pulled together by office staff and we were not permitted access the office in which these were stored. The files show that the recruited staff had not received a full exploration of their motivation in wishing to move to the UK to work in the care sector, despite not having qualifications in this area. The lack of character references for staff showed the provider had not followed their own policy and procedure.

The provider had a policy in place for whistleblowing, freedom to speak up and raising concerns. Staff were aware of these policies.

The staff we spoke with felt they could raise concerns and knew where and how to do this. They gave positive feedback about the management team. They told us they felt confident to speak with the registered manager or nominated individual. They felt the registered manager was approachable and available.

The provider had carried out a workforce survey with staff. They had created an action plan following this, although this was somewhat limited.

The provider had ensured that all staff had completed training in Equality, Diversity and Inclusivity.

Staff we spoke with were clear about their roles and responsibilities. Staff told us the registered manager provided support, and they felt confident approaching the management team. However, some staff we spoke with prior to our site visit had raised concerns about the openness and transparency of the management team. The registered manager understood their regulatory responsibilities as well as responsibilities in relation to duty of candour. Duty of candour is a professional responsibility, to be honest with people when things go wrong.

The provider had relevant policies and procedures in place. The service had a current business continuity plan which supported the sustainability of the service. The registered manager conducted a range of audits to review compliance of aspects of the service, including medicines, care planning and staff training. The service had established means of sharing information with staff including team meetings and sending messages through the electronic devices they used as part of their role. Allegations made by staff which instigated the assessment visit and the suspension of the sponsorship license by the home office indicated the provider had not been responsible or shown good governance. Previous concerns raised by LA safeguarding team around a lack of responsiveness by the RM to requests for documentation and the inspection team struggled to obtain documents requested both onsite and by email following the inspection.

Relatives and people gave a mixed response about the management of the service and if they would recommend it to others. Some people felt they had not been listened to or their concerns had not been responded to appropriately. One person told us, "We haven’t needed to raise a concern with them. They could improve by listening to people more. It’s too early to say about recommendation."

We saw the service had received positive feedback regarding service user satisfactions, from their recent quality monitoring visit carried out at the service by their main commissioner. The overall score was 97%.

We saw the service had received positive feedback regarding service user satisfactions, from their recent quality monitoring visit carried out at the service by their main commissioner. The overall score was 97%.

Allegations made by staff which instigated the assessment visit and the suspension of the sponsorship license by the home office indicate that the provider has not been responsible or shown good governance. Previous concerns raised by LA safeguarding team around lack of responsiveness by the RM to requests for documentation and the inspection team struggled to obtain documents requested both onsite and by email following the inspection.

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.