Manor Lodge

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 requires improvement. At this assessment the rating has changed to 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. The provider understood diversity and inclusion and the challenges people faced in their communities. There was a positive culture within the service. The management led by example, upholding their values for the staff to follow. Staff told us they were fully on board with the providers vision of ensuring that people received good quality of care.

The provider had inclusive leaders who understood the context in which they delivered care. The management valued the people that worked for them and saw their staff as being central in delivering a high standard of care for people. The staff told us they were happy working for the provider and could look to their registered manager to lead by example.

A health professional told us, “The manager engages well with clients and is supportive of staff. Leadership is visible, approachable, and fosters a culture of professionalism and collaboration.” Another told us, “Communication appears open and consistent, and there is a clear commitment to maintaining high standards of care, and a positive and respectful culture within the home.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff felt certain they could approach the management with any concerns they had and knew there were statutory bodies such as the local authority and the Care Quality Commission they could approach if needed.

People and their families knew how to make complaints if they needed to. The provider had policies in place such as a whistleblowing and complaints policy which gave people, their families and staff the opportunity to freely raise and concerns they had. We reviewed complaints as part of our visit and saw comments and concerns raised by people and their families were immediately addressed.

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. They recruited people who they believed possessed the right attributes to support the people using the service. They offered staff the same opportunities to training and encouraged staff to develop themselves further through training and further education.

They did not always act on the best information about risk, performance and outcomes. Important actions from a fire risk assessment had not been carried out which meant there were gaps in safety within the service. Following our visit, we asked the provider to address these gaps which they did immediately.

There were systems in place for checking and identifying gaps in other areas of practice. The provider liaised with outside services to carry out independent audits to offer another layer of assurance. The provider had nominated staff members who had been delegated responsibilities for monitoring and checking systems.

The provider understood their duty to collaborate and work in partnership with others. As well as other professionals, this also included other services within their local community which ensured people could access all the services they wanted and needed.

The provider focused on continuous learning, innovation and improvement within the service. They used technology such as their electronic care planning system and their health monitoring equipment to maintain and further improve the quality of people’s lives.

Staff used their learning to ensure people they supported received care which was in line with current good practice guidance and all related legislation.