Ormesby House

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

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

Leaders consistently championed values that reflected person-centred care, equality, diversity and inclusion, creating a culture where these principles were deeply embedded in everyday practice. Staff at all levels demonstrated a clear understanding of the provider's vision and values and were able to articulate how these informed their decisions, behaviours and interactions with people.

People were actively involved in shaping the service’s direction and culture. For example, people participated in staff recruitment processes which influenced appointment decisions. This ensured new staff shared the values of the service and demonstrated a commitment to shared ownership. In addition, people undertook valued roles within the service, including champion responsibilities and participation in service improvement initiatives. This promoted a culture where people were recognised as equal partners in the governance of the service.

Staff knew people exceptionally well and demonstrated a thorough understanding of their personal histories, relationships, preferences and ambitions. This enabled highly personalised support that helped people achieve outcomes that mattered to them. For example, one person was supported to participate in an award-winning theatre production, including the use of specialist technology and supported to travel to rehearsals and performances. This had enabled them to make a valued contribution to their community. In another example, staff recognised a person’s aspiration and worked together to identify community opportunities aligned with their interests. As a result, the person secured a volunteer role which increased their confidence, independence and presence in the local community.

Relatives consistently described positive experiences and told us communication was open, responsive and inclusive. They felt listened to and involved in decisions about their family member's care and support. One relative described the service as "an extension of us, we are a big family", while another described the registered manager as "one of the best managers" they had worked with and praised the openness, responsiveness and commitment demonstrated by the staff team.

Overall, leaders had created a highly positive, inclusive and empowering culture where people were at the centre of decision-making and were encouraged to influence their support, pursue their ambitions and contribute meaningfully to both the service and the wider community.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people.