Hays House Nursing Home

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 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 very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

Leaders actively promoted a human rights-based culture. Staff challenged practices that could unnecessarily restrict people and worked collaboratively with people, relatives and professionals to find less restrictive alternatives. For example, staff worked with a person and healthcare professionals to explore environmental changes rather than increasing restrictions on their movement, ensuring the person's views remained central to decision-making. This demonstrated a culture where people's rights, independence and voice were prioritised at every level of the organisation and where the provider was actively supporting people with right support, right care, right culture.

Leaders were highly visible, approachable and led by example. They actively encouraged reflective practice and continuous learning, fostering an environment where staff felt confident to raise concerns, share ideas and challenge poor practice without fear of repercussion. Staff consistently reported high levels of morale and teamwork and told us they were proud of the care they delivered. Comments included, “We all work so well together” and “The directors are great – they have a presence in their homes and know people so well”. Further comments included: “I love coming to work because I know we are all working toward the same goal”. There was a strong sense of collective responsibility, with staff and leaders working together to drive improvements and achieve shared goals.

The provider demonstrated a commitment to co-production, actively seeking and acting upon feedback from people, relatives, staff and external partners. People and those important to them were meaningfully involved in developing and improving the service. Leaders used feedback creatively to shape service delivery and learn lessons which ensured care remained responsive to people's changing needs.

Innovation, learning and improvement were embedded throughout the organisation. Leaders regularly celebrated good practice and recognised staff achievements, which motivated staff and reinforced a positive culture. The provider had developed strong partnerships with health and social care professionals and worked collaboratively to improve outcomes for people. As a result, there was a highly positive culture characterised by openness, trust, compassion and a shared commitment to providing exceptional person-centred care.

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 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.