Bower Grange Residential Care Home Also known as http://crmlive/epublicsector_oui_enu/start.swe?SWECmd=GotoView&SWEView=HC+Account+Dashboard+View&SWE

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.

This is the first assessment for this newly registered service. This key question has been rated 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 provider had organisational values of providing person centred care which allows people to control their own lives, as much as they are capable. We saw management and staff at the home reflected these values.

People and their families were positive about the culture at the home. One relative said, “It’s caring and [my relative] feels really at home there. We all consider the manager and staff as family and friends.”

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.

Leaders were knowledgeable about the issues and priorities of the service. For example, the registered manager said the provider was positive and open about making changes to the decoration of the home, and upgrades had already been completed in some areas.

The registered manager had ensured people and their relatives had a voice in how their care was provided. They did this through formal meetings and surveys, care reviews, medical reviews and informal chats. For example, we saw a person’s room had been decorated exactly to their wishes, the person told us, “It makes it feel like home.” Another person disliked a safety device fitted to their bedroom door and this was risk assessed and removed.

People, their relatives and professionals spoke warmly about the approach of the leadership of the home. One relative said, “[registered manager] is lovely, I can ask her anything and she takes time, listens to us and responds.” One staff member said, “The manager is always available and does their job well. It’s like a family here.” One professional said, “The management of the home is exceptional. I have worked with{registered manager} for a number of years and can clearly see they manage the home extremely well. They clearly know every single resident well and ‘treats them like family.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The home had a whistle blowing policy and all the staff we spoke to were aware of the process to raise issues and how to contact the provider if they needed to. A staff member told us, “I would have no concerns in speaking up if I thought there was an issue, and I know I would be listened to.”

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.

Staff were given the opportunity to provide feedback at team meetings, supervisions and annual appraisals.

Staff were positive about the culture at the home. One staff member said, “We are a really good team, and everyone is treated equally.”

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.

Management at the home and the provider carried out a range of audits and there was evidence when concerns were found they were addressed in a timely manner.

Regulatory responsibilities were understood by leaders and there were robust arrangements for the availability, integrity and confidentiality of data, records and data management systems. The registered manager stated they received consistent and positive support from the provider.

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.

We received positive feedback from all the health professionals we contacted who worked with the service. One said, “I have complete confidence that all instructions given are always acted on promptly and accurately.” Another said, “they are extremely helpful in providing care plans, daily records, risk assessments, they will always get me a staff member who knows the resident’s needs well but generally all staff know their residents well.”

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.

Processes were in place to learn and review when things went wrong. Staff and leaders discussed incidents together.

Records showed when external professionals had made recommendations to improve the home, these were actioned in a timely manner.

The provider had an improvement plan, and we saw the registered manager was working towards completing the identified actions.