SummerView

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 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. The vision and values of the service were clear, person-centred and include honesty, involvement, compassion, dignity, independence, respect, equality and safety. The registered manager led by example and monitored practice against these values. One member of staff said, “We are trying to make sure people live the best live they can, as individuals to get the best quality of life.” Another member of staff said, “I love working here, love what I am doing, taking care of people when person is feeling good it gives me joy if they are happy living their best life, my passion is to care for people.”

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 registered manager had the appropriate knowledge, experience and skills to lead effectively. Staff were supported to develop their skills with additional training and competency checks. Staff told us they felt well supported by the registered manager and provider to complete their roles. One member of staff said, “We have plenty of support from the manager and provider. We always have a shift leader on duty and there is an on-call manager or we can call head office if we need more support.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The registered manager acted with openness, honesty and transparency. Staff were encouraged to speak up during staff meetings and 1:1 supervision. There were policies in place to support staff with ‘whistleblowing’ and freedom to speak up. Staff told us they felt confident to speak up and believed they would be listened to and action taken.

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 treated fairly at the service and there were policies in place to support this. Interviews were values based, focussing on attitude and experience to ensure equal opportunity for all candidates.
Staff received training on equality and inclusion, and this training was embedded through discussions of policies.
 

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 registered manager had implemented systems and audits to provide good governance and oversight of the service to continually drive improvements and develop the service. The providers model of care met the CQC guidance for ‘Right Support, Right Care, Right Culture.’

The registered manager understood their responsibility to raise notifications to the appropriate authorities when required such as the CQC and local authority safeguarding team.
 

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. The registered manager worked with other healthcare professionals to ensure people’s healthcare needs were being met and reviewed. This included GPs, occupational therapist, dentists and chiropody. Where people needed hospital reviews and specialist appointments, people were supported to attend these.

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. The registered manager shared learning at the service from accident, incidents, complaints and safeguarding concerns to mitigate risks and improve outcomes for people. Staff were encouraged to share their feedback during meetings and supervision to help with the development of the service. Staff had been encouraged to develop their skills with additional training to equip them with the skills they needed to support people as individuals, whilst taking a positive risk approach.