Arshad Mahmood - 56-58 Carlton Road

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 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.

There was a positive culture of support in the care home which focused on person-centred care and support. The manager was clear in their understanding of the organisational values and led by example and expectation.

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.

The manager demonstrated they had the knowledge and skills to lead the service effectively. The manager demonstrated that they knew people well, and supported staff positively. We received only positive feedback about the manager from relatives. One relative told us, “If I need anything to be done, I just call them and I know it will be sorted. Then we will discuss it afterwards at a review.”

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

Staff understood the organisation’s whistleblowing policy. They expressed confidence in reporting any concerns should the need arise.

Staff told us that they felt confident to raise any issues about the way care was provided within the service to both the local authority and CQC.

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 reported feeling valued, supported, and respected by the management team. Additionally, the organisation had a diverse staff team, representing a range of cultural backgrounds.

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 clear governance process in place and the manager reviewed and audited all aspects of the care home including medication administration processes, accidents and incidents and health outcomes for people. The provider carried out regular checks and reviews of the service to ensure there was a consistent level of quality and people’s needs were being met appropriately.

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.

The service worked closely with professionals and external partners to ensure joined up care. People regularly accessed professionals for support with their mental health, speech and language therapy, physiotherapy, the dentist and the GP. Relatives told us where appropriate they were informed of their loved one’s appointments and invited to support them when possible and appropriate. People were supported to be part of the community accessinglocal amenities.

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 provider supported the service to be a learning organisation by way of review meetings with people using the service, family members, and staff members. The manager said the organisation also regularly reviewed staff training to make sure the people were receiving appropriate levels of care to maintain as much independence as possible.