Tandy Court

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 inspection we rated this key question Requires Improvement. At this inspection 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.
Staff spoke positively about working at the service and felt well supported in their roles.
The registered manager told us about their values which included: people’s needs were met safely, staff were well trained to do their jobs, to be open honest and approachable to people and their families, and to ensure everyone has a great quality of life.

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 told us they felt supported in their role and spoke of an inclusive workforce. Staff told us leaders were visible and gave them support and guidance as well as demonstrating a caring attitude towards them. Staff told us they had regular meetings with management staff and had opportunities to discuss the service and their own development. One staff member told us, “The manager always has time for the staff. There are approachable and always listen to our concerns.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People told us they felt confident to speak with staff or the registered manager if they had any concerns. Nobody spoken with had any concerns to share. One person said, “I have no concerns or complaints.” One relative told us, “I feel I can raise anything. The carers always listen, and I can raise to the Deputy Managers as I did once. I had a concern, and I went to the Manager to raise it. I was happy with the outcome…I appreciated I could raise it and be listened to.” We saw a complaint received had been investigated and responded to in a timely manner. Staff felt confident to raise any issues or concerns with the management team if needed and were confident action would be taken. One staff member told us, “The management are very approachable and respond to our concerns.” Information about policies to support a culture of speaking up such as whistleblowing and complaints were available.

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 told us they felt included in decisions about the service and spoke positively of the provider. The management team worked closely with staff to ensure there was no bias in everyday practice and to ensure they worked in accordance with the providers policies and procedures. They confirmed they were flexible to staff working arrangements when needed to support staff to carry out their roles effectively. The provider had policies in place to support equality and diversity in the workplace. Staff had access to these policies on an electronic system.

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. People were provided with quality surveys to give them the opportunity to comment on the care and service they received. Although some people said they had not completed one, people told us they felt positive about the care and support they received. Staff understood their roles and responsibilities and were supported through supervision and team meetings. The provider had governance and auditing procedures to support quality monitoring of the service. Audits included the regular review of the environment and accidents and incidents. We found improvements were required in relation to some medicines and care plan records. Care plans for people with medical conditions were not always person-centred. For example, a care plan for a person with asthma did not describe how the condition affected them. Key details were missing, such as known triggers for their asthma and how frequently their blue (reliever) inhaler was required to manage symptoms. The management team were receptive to our feedback and made the required changes to records and governance procedures.

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. People’s needs were assessed prior to moving into the service to ensure the service could meet people’s needs safely. Referrals to health and social care professionals were made when appropriate to manage any risks identified. Staff understood the importance of sharing information with health professionals to ensure they received the right care to support their health and wellbeing.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice. Staff completed regular training to support them in their role and in delivering safe care. They felt confident to raise any concerns with management staff and to learn from any mistakes. Staff had regular opportunities to share information with management staff if they saw something they felt needed to be improved. This included during meetings that took place with staff.