Phoenix House

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 Requires improvement: This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care. 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.

The provider was previously in breach of a legal regulations relating good governance. Enough improvement had been made, and the provider was no longer in breach of this regulation.

This service scored 71 (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 registered manager had a clear vision for the care and support they wanted people to receive. They were very passionate about keeping the family feel within the service. Staff told us, “[Registered manager’s] management style is the best I have ever had.”

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. All staff and relatives we spoke with were positive about the registered manager. One staff member said, “[Registered manager] is the best manager, and I feel so supported.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Relatives received surveys infrequently, however they felt they were able to raise any concerns. Staff felt the registered manager was approachable and would raise concerns if the need arose.

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 worked as a team and treated each other fairly. One staff member told us, “We have a great team. Everyone is always smiling and happy.”

The provider did not always have clear responsibilities, roles, systems of accountability or good governance. They did not always act on the best information about risk, performance and outcomes, or share this securely with others when appropriate. We found during the site visit that risk assessments and mental capacity assessments were not always in place for certain aspects of people’s lives. However, since the visit the provider has implemented these where necessary.

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 provider supported people to access the local and wider community. Links in the community were established.

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. The model of care was in line with current best practice guidance right support, right care, right culture. The registered manager had worked with staff and people to build a positive culture that focused on people to enjoy a full life.