The Lowedges

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 inadequate. 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. Since our last assessment the provider had introduced new values for the service and improved leadership. The provider now had clear visions and values in place, which included ‘putting people first’ ‘working together’ and ‘improving, and leading with compassion’. Staff received regular spot checks to ensure they were adhering to the services values, and policies and procedures.

Since our last assessment leaders had undertaken various training and development and introduced new systems and processes to improve the service. The provider had also employed a consultancy agency to ensure they were meeting regulatory compliance standards. This included undertaking governance meetings and implementing ongoing governance audits.

At the time of our assessment, we were unable to gain feedback from care staff about if they felt able to raise concerns. Staff received regular supervisions and took place in regular staff meetings, to enable them to raise concerns and make suggestions. Records evidenced staff actively participated in meetings. At the time of our assessment the service had not received any complaints or concerns.

The provider valued diversity in their workforce. Staff were trained in equality and diversity and policies relating to the equality act were in place. All staff were supported with their professional development.

Since our last assessment the provider had implemented various new audit systems, to monitor the quality and safety of the service. This included auditing care records, staff recruitment and supervisions, and accidents and incidents. Business continuity plans were in place, which guided staff about what to do in the event of an emergency, such as a loss of power, or a staffing shortage. Confidential and sensitive information was stored appropriately and securely to protect people.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. However, due to the low number of people using the service and limited care hours provided, no records were available to evidence partnership working during the assessment period. Staff understood their duty to work in collaboration with external professionals, should this be required.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. Since our last assessment the provider had implemented various new policies, process and systems to improve the monitoring and quality of the service. The provider had implemented digitalised systems and had an ongoing quality improvement action plan in place, which had actioned concerns we found at our last assessment. The provider sought feedback from people via their website, and records showed some positive comments, such as ‘Really thankful for this service, really pleasant and hardworking staff’. The provider also planned to send feedback surveys out for people in the near future.to gather their views of the service.