Palmersdene

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. A staff member said, “We are like a little family. The residents come first, I love it here.” People and relatives gave positive feedback about the atmosphere in the home. A relative said, “The home is excellent, I would recommend it, yes.”

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. People and relatives felt the registered manager was approachable. A relative said, “We are happy with the care, the manager is smiling and helpful.” Staff also said the registered manager was supportive. A staff member said, “[Registered manager] is so organised. She is fair with the staff. She will bend over backwards for you.”

The provider fostered a positive culture where staff felt they could speak up and their voice would be heard. Staff knew about the whistle blowing procedure and were confident to use it. A staff member said, “I have not used it but I am confident to use it if needed. [Registered manager] would try her best to get it sorted.”

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 conformed teamwork was good. A staff member said, “We all try to work around each other.”

The provider did not always have 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. However, the systems needed improving to identify shortfalls in some care and medicines records, and ensure time critical medicines were given on time. The provider acted immediately to address this moving forward.

The provider clearly understood and carried out their duty to collaborate and worked in partnership, and services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement. The provider had worked towards and achieved a veterans’ accreditation in conjunction with The Royal British Legion. The home also had links with a local church and community and offered a drop-in breakfast service for blue light workers and fish and chip Friday for the local community. A staff member said, “Two people from the local community attend (fish and chip Friday). It is very popular.”

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.