London Homework: Wandsworth

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.

This is the first assessment for this service. This key question has been rated 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 which was understood by staff and guided how care was delivered. Leaders promoted a positive and person-centred culture that prioritised safety, quality and respect. This was reflected in practice through clear policies, consistent care planning and an emphasis on individual outcomes.

Staff understood the provider’s expectations and described a stable and supportive working environment. Systems were in place to monitor care delivery and embed learning, supporting a culture of continuous improvement.

Leaders were knowledgeable about the service and demonstrated a commitment to supporting both people using the service and staff. The registered manager ensured staff had access to training, supervision and appraisal, with records showing these were up to date.

Staff described leaders as approachable and supportive. One care worker said, “They care about us. If there are any issues, I can speak to the manager and she will sort it out”. This indicated leadership that was compassionate and responsive, contributing to staff confidence and continuity of care.

The provider created an open culture where staff felt able to raise concerns. There was a clear whistleblowing policy in place, and staff understood how to escalate concerns if needed.

Staff demonstrated confidence in reporting concerns and trusted leaders to respond appropriately. This supported transparency and helped ensure risks to people were identified and addressed promptly.

The provider supported staff in a fair and inclusive way. Recruitment, induction and training processes were consistently applied, and staff had access to ongoing development opportunities.

Care planning demonstrated awareness of people’s individual needs, preferences and protected characteristics, which supported inclusive practice across the service.

Leaders promoted respectful behaviours and ensured staff were equipped to deliver person-centred care to a diverse group of people.

The provider had effective governance systems in place to monitor quality, manage risks and support sustainability. There were clear processes for investigating accidents and incidents, with learning recorded and shared appropriately.

Regular audits took place, including medicines audits, and these did not identify concerns and helped leaders maintain oversight of care quality.

The service worked effectively with external professionals and organisations to support people’s care. Records showed regular communication with GPs, district nurses, occupational therapists and local authorities to coordinate care and respond to changing needs.

This partnership working helped ensure continuity of care and timely access to specialist input, supporting positive outcomes for people using the service.

The provider demonstrated a learning culture and used feedback, incidents and audits to improve practice. Accident and incident records included actions taken and learning points, which were understood by staff.

Care delivery was reviewed to ensure it continued to meet people’s needs, and adjustments were made where required. Leaders used monitoring systems to identify good practice and areas for development, supporting continuous improvement across the service.