Rock House Residential Home

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 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 good. At this assessment the rating has remained 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 75 (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 shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The registered manager and the management team were clear about the direction and values of the service. There was a focus on quality and meeting people’s needs safely. Feedback from relatives about the registered manager’s approach to supporting them as they made the decision to support their family member to live in Rock House Residential Home was positive. They told us, “We looked at quite a few homes.. We are very pleased to have found Rock House, where [family member] will have a good-sized room, which is very clean, and has a great view. The atmosphere struck us as very pleasant when we visited. The registered manager did an assessment with us and [family member] prior to making a room available. We are impressed by the number of staff, and we have noted how quickly they respond to any resident need. Communications with the registered manager and the deputy are very good.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. Feedback about leadership and management at the service was positive. A local health and care professional told us, “I work closely with [the registered manager] and I find their management of the home exceptional. They are very responsive to calls or emails; they are flexible to arrange visits to the home or meetings, and they know each individual because they are hands on with the support provided in the home. I have never seen [the registered manager] in anything other than a carer uniform, and they always make time for each person.” A member of staff said, “As a member of the management team, I am in constant contact with [the registered manager] and carers. I’ve built up a good relationship with carers in which they can come and spoke to me at any time, which they do. [The management team] are always there to support me if I feel I need it. Rock House, to me, is a great place where all staff, no matter what their position is, all come together as 1 team. I have good relationships with families and other professionals who are involved with the care home. The registered manager is firm but fair with everyone and treats us all as equals.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There was a culture of open communication where people were encouraged to discuss and talk about any concerns with the management team. A member of staff told us, “I feel respected as part of the team and comfortable sharing my views and concerns.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. There were no concerns about equality, diversity and inclusion raised with us as part of the assessment. Members of staff were positive in their praise of receiving support and encouragement from the registered manager. A member of staff told us, “I feel supported by my manager and can approach them for guidance whenever needed.”

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. There was a comprehensive system of audits and reviews in place which enabled the registered manager to maintain oversight of quality throughout the service. The registered manager was actively involved in all aspects of the care home and used their practical involvement to review and monitor the delivery of good quality care and support.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. There were good relationships with local health and care professionals which contributed to and supported improved outcomes for people who lived in Rock House Residential Home. A health professional told us, “The home is well staffed at all times and always provides a member of staff to accompany the nurse on their rounds.” A member of staff told us, “The activities coordinator and member of staff do activities on a daily basis including access to the community and outdoor area. We encourage families to take people out into the community.”

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. They actively contributed to safe, effective practice and research. Members of staff confirmed they were encouraged to participate in training and learning to develop their skills. A member of staff told us, “We have numerous amounts of training throughout the year, every year. Extra training is provided if required or requested and can be accessed through our portals and in-house training sessions. I do have regular supervisions and appraisals which I feel I can be open and I feel supported by my manager.” We saw evidence the provider acted when concerns were raised and implemented recommended improvements. For example, the provider responded to feedback from CQC during this assessment by addressing the issue related to storage of continence products.