Lister Avenue

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 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 71 (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 and engagement, and understanding challenges and the needs of people and their communities. There was a positive atmosphere and culture in the care home which focused on effective care and support for people. The care and support we observed being delivered, was person-centred. Staff spoke positively about the culture of the service. One staff member said, “Staff morale is good, especially now as we can see staff being recruited.”

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. Staff spoke highly of the management, a staff member said, “We work well as a team, we support each other, it is a good place to work.”

The provider supported a culture where people felt they could speak up and their voice would be heard. There were policies and procedures in place to support staff to speak up if they had concerns about care and support. Staff said they were confident any concerns were addressed, and they were listened to. One staff member said, “Management is great, I feel listened to.” Another said, “I can approach managers and speak openly, and we get feedback.”

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 supported fairly and there were policies in place to ensure equality, diversity and included was promoted in the workplace. Staff told us the registered manager and provider were very flexible and accommodating to any personal needs and supported them to remain at work. Staff said protected characteristics were considered and reasonable adjustments were made where required. Staff felt valued and included.

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. The provider had robust quality monitoring systems in place, which identified areas for improvement which were added to the providers action plan. The management team were continuously looking at ways to make improvements to enhance the quality of life for people who lived at the service. However, not all identified work was completed in a timely way. For example, bathrooms were not scheduled to be replaced until the 2026/2027 financial year and a vent required to be fitted to a door was an outstanding action for at least two years. This was fitted following our site visit and we have had confirmation the bathrooms will now be upgraded in February 2026.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They continued to share information with partners and collaborated for improvement. The staff team worked closely with health and care partners, and they followed advice and guidance to ensure good outcomes for people.

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. The registered manager was continually looking at ways to improve the service by learning lessons and sharing good practice.