Ultima Care staff survey results showing outstanding well-led scores
Independent Staff Feedback on Our Leadership and Culture
We recently received the results of our latest Insight In 5 staff survey, independently facilitated by Care Surveys. The survey focused on the CQC Well-Led key question and gathered anonymous feedback from our staff and leaders.
The results were extremely encouraging. Across every measured area relating to leadership, governance, learning and inclusion, our team rated the service as Outstanding.
While numbers alone never tell the full story, independent feedback from the people delivering care every day is one of the most meaningful indicators of quality.
Key Well-Led Results
The survey assessed five core leadership and culture areas. Our average scores were:
- 3.8 – Leadership capability and integrity (Outstanding)
- 3.9 – Compassionate and understanding management (Outstanding)
- 3.7 – Governance, roles and accountability (Outstanding)
- 3.7 – Continuous learning and improvement (Outstanding)
- 3.8 – Equality, diversity and inclusion (Outstanding)
In several areas, over 80% of respondents selected “Strongly Agree” when asked whether leaders understood care delivery, demonstrated compassion, and supported staff effectively.
These results reflect strong confidence in the direction, culture and management of the organisation.
What Our Team Said
Beyond the ratings, the comments shared by staff were particularly meaningful. Themes included:
- Leaders are approachable and committed
- Managers understand the realities of care delivery
- Training is accessible and ongoing
- Roles and responsibilities are clearly defined
- The culture is inclusive and respectful
This feedback aligns closely with our core values and the standards expected under the CQC Well-Led framework.
Why Leadership Matters in Home Care
Strong leadership is not simply about structure or hierarchy. In care, leadership directly influences:
- The safety and consistency of care
- Staff confidence and morale
- Retention and stability within teams
- Communication and accountability
- Continuous service improvement
When leaders understand care delivery and remain connected to frontline practice, teams feel supported. In turn, this enables carers to focus fully on delivering compassionate, person-centred support.
Governance, Accountability and Continuous Improvement
The survey also measured clarity around roles, systems and accountability. A clear majority of staff agreed that responsibilities within the organisation are well defined and that governance structures support effective decision-making.
Equally important was the positive feedback around learning and innovation. Staff reported that ideas are listened to and that there are regular opportunities to strengthen knowledge and skills.
Continuous improvement is a core part of how we operate. Survey feedback plays an important role in shaping how we refine systems, strengthen training and improve communication across teams.
A Culture That Values Inclusion
The results relating to equality, diversity and inclusion were also rated Outstanding. Staff described the culture as respectful and supportive, with diversity valued across the workforce.
An inclusive workplace strengthens care delivery. When people feel respected and heard, they bring greater empathy and understanding into their roles.
Looking Ahead
While we are proud of these results, we view them as a foundation rather than a finish line. Staff feedback is an essential part of how we maintain and improve quality.
We remain committed to:
- Listening to staff at every level
- Strengthening leadership visibility
- Supporting long-term careers in care
- Maintaining clear governance systems
- Delivering safe, compassionate and responsive services
Independent feedback from our team reinforces the importance of strong, values-led leadership in home care. We thank every member of staff who took the time to contribute.
Learn More
To find out more about how we deliver high-quality, well-led home care services across Kent, or to learn about working with us, please explore:
About Ultima Care – Trusted Home Care in Kent
Careers at Ultima Care – Join Our Caring Team
Homecare & Domiciliary Services – Ultima Care Kent
“These results form part of our ongoing commitment to meeting and exceeding the CQC Well-Led framework
