The Grove Care Centre - Thurnscoe

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 79 (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 very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities. The management team demonstrated an exceptional approach to the culture, openness and transparency of the service

Without exception people staff and relatives said there was an open-door policy, and staff were encouraged to ask for guidance or report any concerns. Where incidents occurred, the service was transparent and open with the details of the events. They explained matters to people, relatives and stakeholders.

It was evident the home had an open, inclusive and welcoming culture, where people using the service came first and their satisfaction was a priority. This supported staff to continually aspire to achieve good outcomes for people and led to high-quality care being delivered.

Every staff member we spoke with showed a passion for providing outstanding outcomes for the people they supported and were proud of the difference they made to people's lives. Feedback from staff, relatives and visiting professionals emphasised this was an extremely caring service.

The service had a homely, welcoming and calm atmosphere. Without exception people and relatives told us staff supported them to live meaningful lives. Staff attended daily handovers, to share communication about the day to day running of the service and any changes in people's needs. Without exception people, relatives and staff said it was like a big family.

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 service was led by an extremely passionate and motivated management team. They were passionate about enabling the people at the service to live their best lives. They acted as role models for the whole staff team, working alongside them to support people on a daily basis. Their strong visibility allowed staff to raise any issues or concerns as they arose, which were addressed immediately for the benefit of the people living there. One staff member told us, “It’s a great company to work for and there’s strong teamwork. Everyone treats everyone like they are their own family.”

The provider was exceptional at fostering a positive culture where people knew they could speak up, and their voice would be heard.
Staff told us there was an open culture at the home. They said they felt encouraged to share their thoughts, experiences and improvement ideas. They said they were supported to talk about their own wellbeing when they needed to without fear of discrimination.
There were processes for staff to speak up and tell the provider and others if something was wrong. There were opportunities for staff to raise concerns anonymously. Feedback was gathered and action from feedback was taken to drive improvements. There were policies in place on whistleblowing and staff were aware of how to whistle blow should the need arise.
 

The provider strongly valued diversity in their workforce. They had an inclusive and fair culture which had improved equality and equity for people who worked for them.

Without exception staff felt respected, supported, and valued within all roles. Staff said they could raise any concerns without fear. They said the service continuously promoted equality and diversity in daily work and provided opportunities for development and career progression.

Staff were incredibly supportive of each other and worked collaboratively. The staff team displayed compassion, kindness, and empathy towards each other. One staff member commented,

Staff had numerous opportunities to have input into the development of the home. They were able to share feedback during regular supervision meetings, staff meetings or directly with the registered manager on a one-to-one basis.

The support staff offered to each other contributed to the staff team having a very positive morale. This led to a low turnover of staff which meant people were cared for by a consistent staff team who knew them very well.

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver high-quality, sustainable care, treatment and support. They always act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. Internal governance procedures were in place with a range of quality monitoring systems and audits. These had helped identify where actions were required and areas for improvement. The provider was supported in their governance procedures by the directors of the service.

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 worked in partnership with other professionals, learned from them and took their advice on board. Professionals we spoke with were extremely complimentary about the service.

When people required the support of other professionals and specialist support this was sought in a timely way.

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 management team completed a series of audits to ensure the service was meeting the standards expected by the provider. Where issues were identified, action plans were devised to assist the management team in addressing concerns and improving the service.