Dame Alice 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 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. The registered manager told us, “The team are innovative and think about people and what we can do for them, they embrace trying to make sure that everyone is happy.” A person told us, “I am content being here and I think staff are lovely here, very caring.”

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. Leaders attended care calls whenever a need arose. This meant they were visible and able to model the standards they expected from staff. All people we spoke with told us they saw the registered manager often. A person told us, “I see the manager, they come up and ask if I am alright and if they are treating me well. I always tell them staff are so lovely.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. All people and staff we spoke with felt confident to speak up with any concerns they had and felt they would be listened to. A person told us, “I’ve not had to make any complaints, if I had to make one, I think they would listen.”

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. All staff we spoke with confirmed they were treated with equality and felt well supported. A staff member said, “I am treated fairly.”

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. The provider had effective systems in place for areas such as reviewing incidents and accidents for trends and themes and auditing care plans, this promoted the quality-of-care people received being upheld.

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. Staff and leaders understood when they needed to make referrals, and we saw evidence of external professionals being involved in people’s care.

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. We saw evidence of effective service improvement planning where the registered manager had identified areas that needed to be improved, and actions being taken to make these improvements. For example, following a recent audit the registered manager identified a person did not have all the risk assessments they needed to have in place and as a result, team leaders implemented this.