Pathfinders Specialist and Complex Care

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. 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.

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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had inclusive and capable leaders at all levels who understood the context in which care, treatment and support were delivered. Leaders embodied the values and culture of the organisation and demonstrated the skills, knowledge, experience and credibility needed to lead effectively. They promoted an open and honest culture, leading with integrity and compassion, which was reflected in positive staff feedback and improved ways of working.

Since the previous assessment, leaders had introduced changes to improve consistency and continuity of care. Staff were now allocated to work in specific areas of the home, which helped them build stronger, more trusting relationships with people and develop a better understanding of their individual needs. This also supported more effective teamwork and improved accountability.

The management structure had been reviewed and streamlined, reducing management tiers to improve communication and clarity around roles and responsibilities. This resulted in clearer lines of accountability, more effective handovers and safer escalation of concerns. Staff told us they felt better supported and clearer about who to approach when guidance or decisions were needed. These improvements demonstrated strong, compassionate leadership that was focused on inclusion, safety and continuous improvement.

The provider fostered a positive and open culture where people felt confident to speak up, knowing their voice would be heard and acted upon. Staff, people and their relatives consistently told us they felt able to raise concerns and believed these would be taken seriously and responded to appropriately.

Relatives told us they felt supported and knew who to contact if they had any worries. One relative said, “I could contact the manager, the ward leader or reception and I know they would help me.” Staff also expressed confidence in the service’s open culture. One staff member told us, “I can go to the manager anytime for support or to raise a concern.” This demonstrated a transparent and supportive environment where open communication was encouraged and valued, supporting people’s safety, wellbeing and continuous improvement within the service.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, defined roles and effective systems of accountability, which supported good governance across the service. These arrangements were used to manage and deliver safe, high‑quality and sustainable care, treatment and support. The provider used robust information relating to risk, performance and outcomes to inform decision‑making and shared relevant information securely with others when appropriate.

Since the previous assessment, the provider had strengthened governance arrangements by clearly defining staff roles and responsibilities. Additional staff had been recruited to the compliance team, which improved oversight and ensured standards were consistently monitored through audits and action plans. These systems supported the timely identification of risks and areas for improvement, with appropriate actions taken. Where required, referrals to external professionals were made promptly, supporting effective risk management and continuity of care. This approach demonstrated effective leadership, oversight and a commitment to ongoing sustainability and quality improvement.

The provider demonstrated a clear understanding of their responsibility to collaborate and work in partnership with others to ensure services were joined‑up and responsive for people. Effective information sharing and collaboration with external partners supported continuity of care and ongoing service improvement.

Professionals we spoke with told us there had been positive improvements in the provider’s responsiveness. They said requests for information were answered promptly, and professional advice, guidance and recommendations were consistently reflected within people’s care plans. One professional told us, “The manager is very responsive, I know I will always get a response to my email or phone call.” This collaborative approach supported coordinated care, timely decision‑making and improved outcomes for people using the service.

The provider demonstrated a strong commitment to continuous learning, improvement and innovation across the organisation and within the local system. They encouraged creative and inclusive approaches to care delivery, with a focus on promoting equality of experience, outcomes and quality of life for people.

Since the previous assessment, the provider had strengthened oversight through effective quality monitoring systems and audit processes. These enabled concerns and areas for improvement to be identified promptly and acted upon appropriately. Detailed action plans were developed following audits and shared with staff, ensuring learning was transparent and embedded throughout the service. This approach supported staff development and continuous improvement, helping to drive positive change and improve the quality and safety of care delivered.