Gateway Support and Care Ltd

Transcription

1 INVESTORS IN PEOPLE REVIEW REPORT fr Gateway Supprt and Care Ltd Prepared by: On behalf f: Carmel Gahan Investrs in Peple Assessr Reprt date: 16 th Octber 2014 Investrs in Peple Wales Tŷ r Afn, Bedwas, Caerphilly, CF83 8WT iipps@wales.gsi.gv.uk

2 Cmmercial in Cnfidence Cntents 1. Intrductin 2. Review Objectives 3. Strengths and Areas f Gd Practice 4. Cntinuus Imprvement 5. Outcme 6. Cntinuus Imprvement Plan Appendices Appendix A Overview f Evidence Requirements Met

3 Cmmercial in Cnfidence 1. INTRODUCTION 1.1 This reprt has been prduced fllwing the Investrs in Peple review f Gateway Supprt and Care Ltd, carried ut n behalf f Investrs in Peple Wales. Gateway Supprt and Care Ltd is a business that specialises in prviding supprted accmmdatin fr adults with severe and enduring mental health prblems in Newprt, Suth Wales, under the Supprting Peple Wales framewrk. This means they are regulated r accredited with a number f different bdies respnsible fr ensuring standards in the sectr. These include the CSSIW, Newprt Cuncil and the Aneurin Bevan Health Trust. The business has been accredited as an Investr in Peple Cmpany since 28/2/2003. There are three separate sites prviding accmmdatin, each with their wn character. Emplyees have a wrk base mainly in ne f the huses but als prvide cver r supprt emplyees in ne f the ther huses as required. 1.2 This type f rganisatin is subject t all manner f external reviews and external benchmarking which Gateway welcmes. The rganisatin is pen t new ideas. We like t get feedback frm these reprts s we can learn and imprve. This is a peple business and the cmpany is nly as gd as the quality f its peple and hw they are managed. The cmpany has wrked since the last IIP Review t cntinually imprve its management structure and the way peple are managed. 1.3 The culture f the business is an pen ne which puts the services users at the heart f everything it des. Its cre values reflect this. Of particular nte als is that the service is nt carried ut at the expense f the peple wh wrk there. The cmpany has succeeded in getting a gd balance between cnflicting pressures and creating a very happy wrkplace fr its emplyees. This is very imprtant t the managers because all f the peple matter t them. Frm a cmmercial standpint, it is gd business sense because peple are mre prductive and flexible and there is almst n emplyee churn. 1.4 It must als be said that the cmpany has set a benchmark fr a really gd wrk experience fr all its emplyees whether they remain in the cmpany r g n t ther things. The cmpany rarely sees peple leave unless they are prgressing nt a specific new career chice. A few emplyees had never wrked anywhere else befre but the majrity had experience f different wrk cultures previusly s were able t benchmark their experience at Gateway Supprt and Care Ltd against thse. The wrking envirnment nw is ne the cmpany can be truly prud f. As ne emplyee put it: T be hnest, I think if I ever g, r have t g, smewhere else it will be disappinting! They have set the standard! 1.5 Everyne interviewed gave a sense that there was smething special abut this business and understd that they wrk in a well-managed business. There is a genuine pride in wrking at Gateway Supprt and Care Ltd. Acknwledgements The Assessr wuld like t thank all at Gateway Supprt and Care Ltd wh participated penly and psitively in the interviews. Particular thanks are given t Diane Jenkins fr her assistance in planning the Review.

4 Cmmercial in Cnfidence 2. REVIEW OBJECTIVES A number f specific bjectives were agreed during the planning stage f the review s as t add value and prvide an tailred fcus fr the rganisatin. Thrughut this reprt these bjectives are cnsidered and strengths reflected n. They are als brne in mind in the cntinuus imprvement sectin at the end s the cmpany can build n its existing gd practices. Specifically, hwever the feedback against the review bjectives are summarised belw. 2.1 T shw that the business is a really gd business with strng values and a clear missin. The evidence cllected and bserved shws hw the business is a great business. Gateway in cmmn with many in the care sectr perates in a wrld where utside agencies ranging frm central and lcal gvernment sets the agenda and influence hw the rganisatin perates. Within the framewrk f these external requirements Gateway has held steady in its cmmitment t its team, understanding that they hld the key t creating the best experience fr the peple they are there t supprt. Great peple make a great business is the leading message frm Investrs In Peple UK and at Gateway this is true in the fllwing ways: There is a strng understanding by everybdy abut the business, hw it runs and what is imprtant t make it successful. It keeps Crprate Scial Respnsibility at the heart f everything it des and believe in as an rganisatin Values are truly lived by the leadership and staff and are nt just wrds n a business plan Peple g the extra mile t supprt the service users and the business 2.2 T shw that staff are supprted as well as can be and that management is excellent. Organisatins wanting t reap the benefits f having gd peple t start with need t make sure they create the right envirnment fr them t flurish. Lking at hw Gateway des this, the rts fr success include: The cmpany has put int place a range f excellent peple practices that hld up well in a challenging service It actively supprts a wrk life balance fr all staff whether full-time r part time Creates a culture f cntinuus imprvement Supprts and prmtes learning and develpment Makes the mst f peple s talents Gives peple the chance t enter the sectr Encurages everyne t shw leadership Supprts career develpment 2.3 T shw that peple have cnfidence in the strategy and purpse Peple wh are engaged in develping the strategy and missin f an rganisatin are much mre likely t have buy in t deliver that missin. By sharing infrmatin and being pen n business related issues, an rganisatin empwers its peple t act with

5 Cmmercial in Cnfidence cnfidence in the best interests f the missin. At Gateway the fllwing was evident: All emplyees knw hw the business perfrms against its stated purpse and participate in develping the strategy annually Managers and emplyees are invlved in develping the strategy and have ambitin fr the business beynd what it currently delivers There is full shared cmmitment t delivering a service t the highest standards 2.4 T review and reflect n ur leadership and management develpment Small businesses may nt have a large wrkfrce r dedicated HR infrastructure. But with the right leadership appraches, they can still punch well abve their weight and achieve utstanding business perfrmance. At this size level, it s very much mre abut the individual leader and als all t ften the burden n that leader is huge. At Gateway, senir peple set the tne f leadership and behave in a way that cntinually mtivates and inspires peple. Our manager des nt set herself abve us - she s part f the team. Our manager is a rle mdel in all she des. Leaders have their wn supervisin and the registered manager is given the pprtunity t reflect n her leadership thrugh the Care Cuncil fr Wales mechanism. As a result, the cmpany is addressing ne f its vulnerabilities (having a single senir manager) by adpting a strategy f wrking twards have a deputy manager pst. 3. STRENGTHS AND AREAS OF GOOD PRACTICE In demnstrating the evidence fr the requirements f an rganisatin t meet the Investrs in Peple Standard at Gld level, 171 indicatrs were cnsidered during the review. Gd practice was bserved and was evident in every area f the IIP Framewrk. The fllwing sectin fcuses n the highlights and where the business was exceptinal. Values and Scial Respnsibility 3.1 There is a clear and strng bnd between the business strategy and the practice f its values and its scial respnsibility remit. This is clearly nt dne in a csmetic manner and there was plenty f evidence demnstrated f hw this is cnducted ranging frm bserving the way staff interacted with service users t a grup meeting and individual discussin. Gateway Supprt and Care bviusly wrks in an area with a big scial remit. Fr sme peple, this culd be just a jb r just a business. But the manner in which peple talked abut their wrk and abut Gateway indicated that the business and the peple have a wider sense f scial respnsibility as part f their everyday wrk. This enables them t deliver an excellent service which meets the highest external standards. We play a really imprtant rle in Newprt in keeping peple frm being hmeless. We cntribute t the wellbeing f the cmmunity as a whle.

6 Cmmercial in Cnfidence We g the extra mile ften withut even thinking abut it just t make sure peple are safe. Business Strategy and Engagement 3.2 Gateway has a clear business strategy which enables them t achieve its purpse and missin. It takes int cnsideratin the guidelines and requirements f ther bdies such as Newprt City Cuncil, Aneurin Bevan Trust and the Welsh Gvernment. While it gets excellent reprts frm these bdies, the cmpany wrks t its wn high standards. The rganisatin is centred n its clients (service users) and des nt wrk t meet external standards as an end gal in itself. This is fully understd by all peple in the business. Having a cnsultative apprach t strategy develpment ensures bth buy-in frm the emplyees and cnsistency and accuntability acrss all f its peple management strategies. There is n dubt that peple understand this. Everyne understands their rle and wants t cntribute t the best f their ability individually and as a team t enable the business t be a success and achieve its missin. This is mre than a jb, yu are family t sme f the guys. When I cme t wrk each day it s like cming frm ne family t anther. Everyne here cares and des the jb like it shuld be dne. Emplyees als have a strng awareness f the funding cntext f the wrk and were able t express sme frustratin that they are limited by funding when the demand is s great. This bdes well fr develpment f future strategies thrugh engaging them in cnsultatin in pssible new directins. We prvide the best supprt and it s a pity we can t get mre funding as we culd then d mre such as 24 hur supprt. Learning and Develpment 3.3 The develpment and training f all f the peple wh wrk in the business is part f the business strategy and integral t the delivery f its services and missin. This enables them t be cntinuusly imprving thrugh learning. The culture is a learning ne and n ne feels they knw it all. Resurces are cnsidered f curse but as lng as a curse can imprve the service funding will be made available. There is always smething new t learn. The mst imprtant thing abut ur service is mnitring the mental health f ur service users and this means that ur staff have t be well trained. We learn frm each ther. Our manager ften brings in peple wh are specialists (e.g. n drug abuse) and it means I can spt prblems and alert smene if needed. If there is smething I am interested in, then I can ask and my manager will lk int it.

7 Cmmercial in Cnfidence Training and develpment is empwering and there is a culture f cntinuus develpment and learning including external training, knwledge sharing and caching. Learning and develpment is als a key cmpnent f the supervisin sessins f each member f the team which enables the rganisatin as a whle evaluate the impact f training and develpment. Peple als learn frm each ther and there are sharing sessins. I get as much training and develpment as I want We really care abut training and value it because things are always changing. If I learn smething (n a curse) I ll put it int practice and then thers can learn frm me Our supervisin gives us a chance t share and reflect n experiences. Empwerment and Supprt 3.4 Peple feel they wrk in a fair and supprtive rganisatin that includes t ensuring that peple achieve a gd wrk life balance. Examples f this are the ways in which emplyees supprt each ther n an ad hc basis such as prviding cver fr thse wh have medical appintments. Overall the business shws gd practice g r in the mre substantial scheduling f wrk rtas. Emplyees supprt each ther and feel they are empwered t make thse decisins while ensuring that key requirements f staffing are met and the service delivered. A critical element in facilitating this is the excellent cmmunicatin t be fund in the cmpany. This was bserved by the Assessr during a team meeting and verified by all present as being vital in several respects. We always make it wrk t help each ther. The staff withut children always allw thse with children t take their hlidays during schl term breaks. I am glad f the pprtunity t just wrk weekends as it gives me a chance t get started in wrking in mental health. We have n prblems in taking ver t cver as the infrmatin and cmmunicatin is s gd. Talent Management 3.5 It can be challenging t manage talent in a small business where the numbers f peple are few. Gateway thinks big in this area and benefits greatly frm harnesses talents f its emplyees. Emplyees and managers were able t describe hw the rganisatin makes the mst f all f peple s talents. This applies t all the staff and there is n differentiatin in the treatment and experience f thse wh wrk part time. Peple have specific respnsibilities r task delegated t them because they have an interest r strength in a particular area. It is als a creative use f resurces which enables funding t be used elsewhere. The extent t which talents can be harnessed is limited by the fixed budgets currently available t the cmpany I am als studying fr my wn career develpment which will take me in a different directin but meanwhile I can bring that knwledge back and help the rganisatin.

8 Cmmercial in Cnfidence The manager knws I have experience in x s that is smething she can ask me t make a special input n fr thers. Leadership and Management 3.6 The rganisatin has develped a new leadership strategy and is putting int place measures t deal with successin in management. There has als been mre delegatin f respnsibilities. This is a gd example als f hw Gateway listens t external advice and takes it n bard t imprve itself. I was tld I was ding t much and encuraged t delegate. All senir emplyees (senir supervisry level) were given the pprtunity t undertake the Level 5 leadership training in Scial Care. One emplyee has taken the pprtunity t date. I was ffered the training, but the rle is nt fr me right nw but I was glad t be asked. The managers pssess an inspiring pen leadership style. All staff have full cnfidence and trust in them. Managers cntinuusly engage the emplyees thrugh cnsultatin n a wide range f tpics. Examples in additin t the way the business plan is develped include changing the frequency f Supervisins and Individual perfrmance reviews which represents nw what emplyees wuld find mre useful. The final part f this cnsultatin prcess tk place at the team meeting bserved during this review. Our manager des nt set herself abve us - she s part f the team. I have abslute cnfidence in the managers and their visin. Our manager is always in tuch with what s happening and attends all the grups. Our manager shares infrmatin with us and gives us cnfidence. If the manager is nt arund and sme decisin needs t be taken r smething dne then I will d it and make a nte fr the manager fr later. Challenging leaders and clleagues 3.7 Peple feel they can challenge the leaders and als each ther, knwing they will be supprted. This is indicative f a cmpany which is cnfident in its prcesses and emplyees. It als prmtes a high level f empwerment and expects all its peple t be leaders in this area. The peple I wrk with are my friends but if they were ding smething wrng I wuld fllw prcedures in challenging them. I feel I culd challenge ur manager and I smetimes raise issues and she will listen. I have raised cncerns abut a frmer clleague and was backed up by the manager.

9 Cmmercial in Cnfidence Reward and Recgnitin 3.8 The cmpany ensures that emplyees are valued by a range f means including financial nes. The cmpany realises that these are an essential tls it can use t make peple feel valued abve and beynd that shwn n a day t day basis. Having a reward strategy is a way fr us t say thank yu t the staff and shw them hw much we value them and their cntributin t the business. Appreciatin is given verbally and thrugh scial events such as Friday Curry Night and a nn-cntributry Christmas party. The managers always say thanks r they praise wrk dne exceptinally well r utside the call f duty. At a deeper level, emplyees feel valued because f inherent value f the wrk they d and the way they are supprted and managed. They als knw that the peple they in turn supprt value them and this is ne f the greatest rewards fr emplyees. Recgnitin frm utside is always passed n and f curse the emplyees are all aware f the detail f varius external evaluatins. My 1 IPR utcmes shws I am valued it s a big pat n the back when yu d well When the 2 CPNs say we are a really gd cmpany I feel this shws we are valued. We value each ther and help each ther. The cmpany als has a financial reward scheme in place which emplyees appreciate greatly. It is seen as a recgnitin by management f their cntributin in delivering the missin nt a reward fr generating financial gain. The basis fr the bnus is clear, is linked t business perfrmance measures and emplyees were aware f this. They knw that keeping a high percentage f ccupancy and delivering a great service which retains the service users is essential fr the business verall and nt just fr enabling that bnus. My sister (wh wrks elsewhere) never gets any rewards s I really value and appreciate when I get them here. The bnus is great t get I lk frward t it but I knw I must d my jb well first and fremst. I wuld nt give this jb up easily. 4. CONTINUOUS IMPROVEMENT The rganisatin is encuraged t cnsider the fllwing areas fr cntinuus imprvement. The business des mst f these in sme frm r ther but the verall apprach t these suggestins fr imprvement is t enable them t build n gd established appraches fr sustainability and meeting future challenges. Qutes frm the interviewees used here are nt negative but included t shw the passin fr the 1 Individual Perfrmance Review 2 Cmmunity Psychiatric Nurses

10 Cmmercial in Cnfidence business and their hpes fr its future. Develping the Strategy Gateway managers develp an annual plan in cnsultatin with its emplyees. Hwever this plan deals with the existing resurces the cmpany knws is available t them. Frustratin was mentined several time during the review abut the limitatins caused by current resurce availability. Because frustratin was expressed abut the limitatins f their ability set by current resurces, the cmpany is urged t cnsider reviewing its business strategy fr realisatin ver a lnger timeframe. Even small businesses can think abut being bigger and mre successful as lng as it is cnsistent with its missin. Managers are als aware f the impact f cmpetitin by bigger natinal players in their market sme f whm are charities s perhaps it wuld be a timely thing t carry ut a fuller business review and explre new additinal ptins. I wish we culd have mre huses s we culd help mre peple If nly we culd get mre mney we culd ffer mre services like a 24 hur care Rather than accept funding limitatins, the cmpany culd d mre utside f the bx thinking t find a way t achieve aspiratins. These culd include the fllwing: Research int the cmpetitin s as t benchmark Gateway s share f resurces in its catchment area. Cnsidering expanding the services t anther adjining lcal authrity areas Getting specialist advice int restructuring the business int a Charity which leases the premises as this may pen up ther funding surces. Get a business advisr frm t lk at grwth ptins (Grwth). Learn frm the cmpetitin such as The benefits f explring the abve suggestins culd help Gateway t achieve grwth and enable it t deliver mre services. It wuld als and give mre pprtunity within Gateway t emplyees fr different types f career prgressin. Equally even if the cmpany decided against change, it wuld d s in a cnsidered manner and have peace f mind that it was the right decisin fr them. I wuld lve t have a (full time) jb here Prspects here are limited fr me. 4.2 If the directinal strategy changes, Gateway managers shuld then fcus n develping it t make sure that the strategy is turned int an active plan with SMART gals. Emplyees can be invlved in cnsultatin and by delegating sme f the wrk t the prspective deputy manager this wuld spread the lad but als bring in fresh thinking. It is als vital t reprt n prgress at team meetings t keep emplyees engaged. This new apprach may require additinal management skills and managers culd als develp these skills thrugh an EU Funded /Welsh Gvernment prgramme such as the 20twenty Leadership Prgramme at Cardiff Metrplitan University

11 Cmmercial in Cnfidence 4.3. The funding envirnment is ever changing s the rganisatin shuld in any case prepare fr change. Put clear prcesses in place t ensure yu keep sharing ideas and getting everyne s input as the business changes. If the scenari turns ut t be a grwth ne yu wuld benefit frm refreshing the emplyee handbk s peple cming int the business culd see there is a bigger career path than they may have thught. 4.4 The cmpany has already started t plan fr successin and it is encuraged t mnitr this successin planning and ensure it keeps prgressing t avid crises dwn the line in years t cme. 4.5 Clarify t all the emplyees the management prgressin strategy and what it means if peple turn dwn the pprtunity t d management training 4.6 Irrespective f any grwth the cmpany might decide t pursue, the business has targets which is needs t meet t stay viable. It is recmmended that the cmpany d t studies the cmpetitin in a systematic way in rder t cmpete fr resurces mre effectively. By taking the time t investigate what has made their businesses wrk, yu ll be able t learn their best methds and imprve upn their mdel and make it yur wn! We used never wrry abut cmpetitin but there is definitely mre abut. 4.7 It is advised t make marketing a measurable part f the business plan. This will need t have its wn plan f activities t address issues like new cmpetitrs. An area ften verlked by business is that their cntacts within the purchasing bdy can change and new peple dn t just knw enugh abut yu. This lack f awareness abut the excellent wrk Gateway des can lead t fewer referrals. The cmpany needs t blw its wn trumpet a bit mre by develping a fcused marketing plan including enhancing its website t shw what accreditatins it has achieved (including IIP) and what thers say abut them. Fr example extracts frm this reprt culd be used and the level f IIP that the cmpany achieves shuld be prmted in the media, and with the funders/agencies and als thrugh the website. 4.8 All f the abve pints f develpment are ffered s the cmpany can either bring its excellence t the reach f a larger number f peple r at the very least stay in its psitin as a valuable cntributr t the health f its service users and sciety in Newprt as a whle. OUTCOME Having carried ut the Review prcess in line with the quality assurance guidelines mnitred by Investrs in Peple Wales, I recmmend that Gateway Supprt and Care Ltd shuld cntinue t be accredited as an Investrs in Peple cmpany. In additin, I recmmend that they be recgnised as having achieved Investrs in Peple Gld status. Achieving Gld accreditatin represents achievement f wrld class best practice and shws yu are an rganisatin perating at the highest level. Achieving this level f Investrs in Peple represents a true cmmitment t yur emplyees and demnstrates that yu manage and develp them excellently t enable yur business t achieve its gals and deliver its missin in sciety. There are apprximately 1,000 rganisatins hlding the Gld Standard and yu are being recmmended t jin that select number. Accreditatin is valid fr 3 years but within the revised apprach t wrking with Investrs in Peple, a fllw up review is required within 18 mnths f yur last Review

12 Cmmercial in Cnfidence visit. This review prvides a pint f measure fr yur prgress against areas f cntinuus imprvement and nging impact f IiP n yur rganisatin. This interactin is flexible, and can be custmised t yur needs aiming t add value at a minimum cst. Investrs in Peple Wales will keep in cntact with yu t supprt yur preparatin fr this activity. Yur interim review is due by the 6 th April Investrs in Peple Wales will keep in cntact with yu t supprt yur preparatin fr this activity. Assessr Signature: On behalf f Investrs in Peple Wales Date:16/10/2014 Date f interim review: 6 April 2016 Date f 3 year Review: 7 Octber 2018

13 INVESTORS IN PEOPLE - CONTINUOUS IMPROVEMENT PLAN Organisatin Name: Gateway Supprt and Care Ltd Date f interim Review: April 2016 Area fr imprvement (identified in assessr s reprt) Actin prpsed By When By whm 1. Business strategy. Think utside the bx and cnsider hlding an away day t wrkshp the strategy and refresh the business mdel. Yu culd als invite external inspiratinal speakers. Research ptins fr alternative structures fr expansin f services. Take advantage f free Welsh Gvernment Advice fr businesses. Develp trainee manager s skills by delegating tasks like marketing and research. 2. Values Make sure that it is knwn amngst key decisin makers that the cmpany has strng values which it lives n a daily basis. Prmte the fact that these values are ne f the reasns why the cmpany prvides an excellent service f the highest standards.

14 Cmmercial in Cnfidence Area fr imprvement (identified in assessr s reprt) Actin prpsed By When By whm 3. Plan fr change and adapt peple management plicies and prcedures t keep the business adapting t changing circumstances and funding. 4. Create a frmal successin plan statement t include in emplyee handbk and clarify t emplyees what it means when they are ffered and reject pprtunities fr management training and als if they accept. 5. Lk utside the care sectr t develp new and different management skills frm a mre cmmercial envirnment. 6. In marketing, make sure yu prmte all the accreditatins yu have achieved s the business can at minimum stay sustainable and als ptentially grw. Investrs in Peple Wales, Tŷ r Afn, Bedwas, Caerphilly, CF83 8WT iipps@wales.gsi.gv.uk Ref: Review Reprt Octber

15 Evidence Requirements APPENDIX A: Review Evidence Requirements Results Please use the key t refer t all the evidence requirements addressed by this Review. 39 additinal 26 additinal 76 additinal 126 = the Standard = Brnze = Silver = Gld Key: Y = Selected N = Nt selected P = Pssible X = Nt applicable Ttal number in this Review: 37 * shaded area indicates cre standard Indicatr