Wold Haven

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 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 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.

Staff and the registered manager shared the same views of what good care and safety looked like. People and their relatives told us they received good care and that they felt safe.

Communication systems were in place. Relatives we spoke with told us they did not have any suggestions for how to improve the service. One relative told us, “We are very happy, it’s the staff that work there and how they are in their welcome, and how they make you feel, just nice people. Everyone I have spoken to is a nice person and this emanates through the building.”

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 was visible and led by example, including support to deliver care when needed. People, relatives and staff spoke highly of the way the service was managed. Staff spoke about the management team and the registered manager in a positive way. One member of staff told us, “[Registered manager] is good, they genuinely care about every resident we have. You can go to them with a problem, and they will take it on board, if something's not right they will try to improve it. Very approachable. I have sent an email out of hours before and [registered manager] responded four minutes later saying don’t worry I'm on it and will get it sorted.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

There was a whistleblowing policy in place at the service and staff had awareness of this and felt confident to speak up. The senior managers told us they spent time on the floor, so they were aware of what was happening and had an open-door policy to support staff and for any people or relatives to approach them.

One person told us, “I see [registered manager] all the time out and about on the floor. [Registered manager] always asks me if I’m alright and asks if I need anything, I feel I could approach him with any concerns, and he would deal with them.”

Relatives felt informed and told us that staff, including the registered manager, contacted them to relay any important information involving their loved ones.

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.

The management team worked closely with staff. Staff felt included in conversations and that they were treated fairly and given equal opportunities in the workplace.

The registered manager described the support they provided for staff. Records showed staff were invited to take part in surveys to share their views and suggestions which helped improve the service for everybody.

Staff had completed equality and diversity training and had a working understanding of the protected characteristics.

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.

Overall, the provider’s systems and processes were providing clear and effective governance of the service. Internal quality assurance checks did identify some of the issues we found during this inspection. Management was proactive to our feedback and put measures in place during and after our inspection to resolve any issues we identified.

The registered manager was knowledgeable about when they needed to submit notifications in line with their statutory responsibilities and knew how to adhere to the data protection laws including maintaining security of people’s care records and staffs’ personal information.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The service worked in partnership with all health professionals and external agencies. All those we spoke with provided positive feedback about how the service worked with them proactively. One health professional told us, “The staff team seem to support each other and the residents as well. When I visit, relevant information is always at hand, so communication works well.” Records showed that referrals to external professionals were made in a timely manner and any concerns were followed up on behalf of people. For example, referrals to the district nursing team or GPs. People had access to out of hours services. This included weekend access to hospitals, Nurses and other specialist health professionals.

The activities co-ordinator told us how activities were planned to create equity in access to a multitude of services and activities. This included different parts of the local community, such as schools, nurseries, rugby club, and the local church and other religious visits.

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.

Quality checks and audits of this service were effective and updated where improvements were found to be necessary. The provider showed a positive commitment to driving continuous learning and improvements across the service and its other locations.