Marrow 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.

People experienced care within a positive and inclusive culture where their rights, equality and individuality were respected. The provider engaged with people and others to understand local needs and continually improve support and outcomes.

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 had an exceptionally strong culture of learning, innovation and continuous improvement. They actively explored, evaluated and implemented creative approaches to enhance people's independence, wellbeing and quality of life, while contributing to wider sector learning and development. Innovative technologies, evidence-based practice and environmental adaptations were tailored to people's individual needs and were used to improve outcomes, promote independence and support people to live well with dementia.

The provider demonstrated a particularly innovative approach to supporting people living with dementia. They used a range of personalised technologies and dementia-friendly environmental adaptations to promote independence, safety and wellbeing. Solutions were tailored to individual needs and included tools that supported sleep, communication, medication management, orientation and daily routines. Environmental adaptations, such as the use of contrasting colours and clear signage, helped people navigate their surroundings with confidence and reduced the risk of distress. This proactive and person-centred approach enabled people to remain independent for longer and enhanced their quality of life.

Leaders did not simply introduce technology; they evaluated its effectiveness and used learning to drive improvement. They shared comprehensive impact reports demonstrating positive outcomes for people, including improved independence, better sleep patterns, earlier identification of health concerns and increased opportunities for people to remain safely in their own homes. The provider used this evidence to continually develop and refine their approach.

Innovation also delivered benefits for staff. Technology provided staff with more meaningful information about people's needs and wellbeing, enabling them to respond proactively and make better-informed decisions. A staff member described the impact, saying, "I think more has come than we fully expected." The registered manager explained, "It's definitely given us more evidence around the night-time assessment needs and that can be one of the challenges for us supporting a person living with dementia back home safely." This demonstrated how learning from innovation supported improved assessment, care planning and partnership working.

The provider's commitment to learning and improvement extended beyond their own service. They actively participated in national initiatives designed to improve outcomes for people using adult social care services and demonstrated excellence in embedding recognised best practice. The service successfully achieved and sustained externally reviewed quality standards relating to people's oral health and wellbeing, supported by trained staff champions who led this work across the organisation. Leaders also contributed to a national independent review of adult social care, sharing their experiences, innovations and learning alongside other sector representatives. This demonstrated a culture that not only embraced improvement within the service but actively influenced and contributed to learning across the wider care sector.