Lindsay 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

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 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.

There was a clear vision and strategy for the service, which focused on person centred care and recovery.

The published values of the provider were upheld by staff and leaders within the service.

There was an open culture, and people were enabled their lives and get the most out of their care.

The provider had exceptionally 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 always did so with integrity, openness and honesty.

Leaders within working within the service had in-depth knowledge about the people they were supporting. They had relevant experience and the right skills to lead the service effectively. Staff and external professional’s feedback was extremely positive in this regard and their dedication to people using the service was very clear during our time at the service. One professional told us, “It runs like clockwork at Lindsay House. It’s such a close-knit team that support each other, and the deputy manager is very experienced too and very hands on.”

One staff member told us, “The service is well organised and professionally managed. The managers are approachable, supportive and clearly invested in both the residents and the staff”, and “There is a very good relationship between management and the wider team.”

Leaders in the wider organisation, that were involved directly with the service, maintained a good level of oversight. Feedback reflected that they lead by example and upheld the values of the organisation. One staff member told us that when their direct line managers were absent or on holiday, there was always support and leaders were approachable.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff were aware of how to escalate concerns internally and externally, and their rights if they were to whistle blow.

The provider had multiple channels in which concerns could be escalated, and information was available for staff and people, across the service, on how to escalate concerns externally.

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 were supported by direct leaders and also leaders within the wider organisation.

Staff’s personal circumstances were considered and reflected in delegation of tasks and rostering. For example, where people had health conditions that affected their work, they had reasonable adjustments in place.

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.

Leaders had good oversight of the service, through their day-to-day presence within the service, as well as completing regular audits.

During our assessment, we found minor issues had not been identified with medication, however this did not have impact on people, nor did it pose a risk for people. The provider shared with us how they would tighten their auditing system to ensure this did not happen again.

Generally, audits reflected the identification of issues, often before they became an issue, with quick resolutions and there was a proactive approach.

Policies and procedures were regularly updated, routinely or where there was a need. They contained relevant information and were easy to follow.

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.

People were encouraged to be part of their local community and supported to continue to be part of their wider community, and communities they lived within prior to using the service, safely.

The provider worked with local organisations, for example, the local police. The provider had established relationships with members of the local police where they received updates in relation to the local area and were able to share any concerns they had.

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 provider was working to a service action plan and maintained good oversight of the service. They demonstrated a drive to continuously improve and utilised feedback and suggestions from external professionals to embed best practice into their service. Additionally, the provider was receptive to feedback during our assessment.