Governance you can check before you place.
Everything a brokerage officer or discharge coordinator normally has to ask for by email is on this page: structure, capacity, quality monitoring, KPIs and escalation routes.
Regulatory status
Registered with the Care Quality Commission.We are registered for the regulated activity of personal care and deliver it in line with the Health and Social Care Act 2008 and CQC’s Fundamental Standards.
We are happy to share our registration details directly with commissioning teams.
Governance
Structure and accountability
Strategic and operational responsibilities are separated. Regulated activity sits with the Registered Manager, who is a UK-registered nurse in active clinical practice.
Directors
Two directors- Strategic leadership and sustainable growth
- Financial oversight, budgeting and cash-flow monitoring
- Compliance with Care Act 2014 duties and commissioning requirements
- Oversight of risk management and business continuity
- Meeting the Fit and Proper Persons Requirement
Registered Manager
Esther Ayodele, Registered Nurse (Adult)- Compliance with CQC regulations and Fundamental Standards
- Safeguarding lead, liaising with local authority safeguarding teams
- Clinical oversight including medication management and risk assessment
- Workforce supervision, competency assessment and appraisal
- Quality assurance, audits and continuous improvement
Care Coordinator
Patrick Towoju- Day-to-day coordination of care packages and rota planning
- Matching carers to people to maintain continuity
- Monitoring attendance, punctuality and visit completion
- First point of contact for care staff during working hours
- Prompt escalation of concerns, risks and staffing issues
Care Workers
Employed directly, not agency- Delivering personal care in line with agreed care plans
- Medication prompting or administration where trained and assessed
- Observing and reporting changes in health or wellbeing
- Maintaining accurate, timely care records
- Acting immediately on safeguarding concerns
Performance
Key performance indicators
These are the measures we monitor and report against, with the definition of each so the figures can be audited rather than taken on trust.
| Area | Measure | How it is defined |
|---|---|---|
| Call delivery | Percentage of calls delivered on time | A call is on time if it starts within 30 minutes of the agreed time. |
| Continuity | Percentage of care delivered by consistent staff | Visits delivered by a person's named team, as a share of all their visits. |
| Quality | Complaints per 1,000 care hours | All complaints are counted, including those resolved on the same day. |
| Safeguarding | Percentage of concerns escalated within 24 hours | Measured from the point a concern is raised to the point it reaches the local authority. |
| Workforce | Staff training compliance rate | Share of staff current on all mandatory training, from the training matrix. |
| Supervision | Percentage of staff receiving quarterly supervision | Formal, recorded supervision sessions in the last quarter. |
| Satisfaction | Service user feedback and satisfaction levels | From feedback collected at review and through the annual survey. |
Quality monitoring
What we audit, and how often
Monthly
- Care plan and risk assessment audits
- MAR chart and medication audits
- Call monitoring for missed and late calls
- Training compliance review
- Incident and accident review
- Complaints and feedback review
Quarterly
- Governance and performance review meeting
- Safeguarding review and learning analysis
- Supervision and appraisal compliance review
- Business continuity and escalation testing
- Review of KPIs and corrective actions
Annual
- Full policy review
- Business continuity plan review
- Workforce strategy review
- Financial sustainability review
- Service user satisfaction analysis
Safeguarding
Escalation and duty of candour
The Registered Manager is the safeguarding lead. Concerns are escalated to the relevant local authority safeguarding team within 24 hours of being raised, and to CQC where the statutory notification threshold is met.
We operate an open reporting culture. Staff are trained to escalate immediately rather than wait for a supervision session, and we apply the duty of candour when something goes wrong.
Out of hours, an on-call manager is contactable, with defined escalation to the Registered Manager for clinical decisions.
Capacity
How we accept packages
We operate a capacity-led model. A package is only accepted where staffing, supervision and management oversight can be safely assured for its full duration.
In practice that means we will decline work we cannot staff rather than accept it and hand it back in week three. For commissioners, a decline is information — it is not a sign we are unreliable.
Areas covered
- Gloucestershire GL7
- Wiltshire GL7
Policies
Policy framework
All policies are reviewed annually, or sooner following a change in legislation, an incident, or learning from an audit. Full documents are available to commissioning teams on request.
- Safeguarding Adults
- Medication Management
- Infection Prevention and Control
- Health and Safety
- Moving and Handling
- Complaints and Compliments
- Whistleblowing
- Equality, Diversity and Inclusion
- Data Protection and Confidentiality
- Business Continuity
- Recruitment and Selection
- Supervision and Appraisal
- Lone Working
- Mental Capacity and Consent
Make a referral or request our documents.
Send us the details and we will confirm whether we have capacity, usually the same working day.