Mount Tryon

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

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.

At the previous assessment the service was in breach of the regulation in relation to governance at the service as quality assurance systems were ineffective. At this inspection improvements had been made. The providers governance systems were embedded and effective.

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 provider had inclusive leaders at all levels who understood the context in which they delivered care 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.

Relatives were complimentary of the care staff provided and of the culture of the service. One relative told us, “It feels very welcoming and has a happy culture. All the staff are good. I can talk to anyone and they will help you and I have a great deal of confidence in the care home.” Another relative said, “It’s homely, they are chatty and amenable and they always respond to you.”

People were relaxed and comfortable in the service. One person told us, “I came here for a 2 week trial and decided to move in.” Another person said, “It is nice here”.

Staff were motivated and effectively supported by a management team whose roles and responsibilities were understood. Staff shared a consistent and positive view around the management team. One staff member told us, “The managers are lovely.” Another staff member said, “The managers are good. [The registered manager] always pops up at some point in the day.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care 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. Relatives were complimentary of the care the staff team provided and the culture of the service. They told us, “It feels very welcoming and has a happy culture. All the staff are good. I can talk to anyone and they will help you and I have a great deal of confidence in the care home” and “It’s homely, they are chatty and amenable and they always respond to you”. People were relaxed and comfortable in the service and told us, “I came here for a 2 week trial and decided to move in”, “It is nice here” and “They do look after us”. Staff were well motivated and effectively supported by a management team whose roles and responsibilities were well understood. Staff told us, “The managers are lovely” and “The managers are good. [The registered manager] always pops up at some point in the day”.

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. Staff respected their leaders and had confidence in their managers skills and experience. Staff told us, “Things have improved a lot. Especially under this manager”, “The managers are always on the end of the phone if you need them” and “I get on fine with the managers. If you need them you know where they are. They are really helpful”. People and their relatives were complimentary of the leadership team who they reported were approachable and responsive to feedback. Comments received included, “I know the manager and the head nurse and definitely have confidence in them”, “[Registered manager name] is in charge and I have confidence in them. From what I hear we’ve hit on the right home” and “[The registered manager] has done a brilliant job, improving standards and quality in the care home. Any problems the manager sorts out. I have a great deal of confidence in the care home and its really caring staff”. The registered manager told us they were well supported by their Regional Manager and the provider’s senior leadership. Their comments included, “[Regional manager’s name] expectations are high but they are very supportive. Always at the end of the phone”. The provider held a number of regional and national conferences and regular managers meetings to enable learning and experiences to be shared.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There were systems to enable people, relatives and staff to raise concerns. Residents meetings were held regularly and surveys completed to gather additional feedback. Staff meetings were held regularly and minutes showed staff queries and suggestions had been considered and acted upon where appropriate. There were systems available to enable staff to report concerns outside there management structure if they felt this was necessary.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider had introduced effective quality assurance and auditing processes designed to improve performance and ensure compliance with the regulations. In addition, the registered manager regularly completed spot checks outside of office hours, including in the early hours of the morning, to monitor staff performance and practices. The registered manager made regular reports on the service’s performance to the provider and the regional manager visited the service regularly. Staff told us, “The Regional Manager is wonderful, here once a month and calls every Monday. They are supportive.”

A new digital care planning and reporting system had been recently introduced at Mount Tryon to ensure identified risks were managed and mitigated. Staff were complimentary of this system which provided them with prompts and reminders of planned care tasks. One staff member told us, “Care planning system is good, fine much better than I initially thought, we all pick up a work phone at the start of the shift.” Another staff member said, “The app is good.” This meant opportunities to monitor the service and care delivery were available and improvements could be identified and made in a timely manner.

There was a focus on continuous learning, innovation and improvement across the service. Complaints and incidents were treated as opportunities for learning. All issues were investigated and learning identified promptly shared with the staff team to prevent similar events reoccurring. Relatives were kept well informed during any investigations and detailed responses provided in relation to any complaints received. In response to recent comments there were plans to alter the timing of some activities and events to enable relatives to attend outside of normal office hours.

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 reported they were treated fairly by management and protected from discrimination. The provider valued the staff team and had systems to recognise, reward and celebrate staff performance.