Orchid 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. 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 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 clear shared vision, strategy and culture which was based on transparency, equity, equality and human rights, diversity and inclusion, and engagement. Staff told us the morale amongst the team was good and staff focused on putting people at the centre of their care and support. A staff member said, “Managers are great, good to talk to and easy to approach. All the staff are happy.” The home had a warm and welcoming atmosphere. Staff were provided with updated policies and procedures, and these were discussed through regular staff meetings. Information and photographs were in place, to inform people who lived and worked at the service.

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. There were clear management and leadership structures in place. People and relatives told us the service was well led. A relative said, “The manager is great and it's a well led service. I get newsletters. It's a very safe service and I could not pull it down for anything.” Staff told us they felt valued and supported, and they enjoyed their roles.

The provider fostered a positive culture where people felt they could speak up, and their voice would be heard. Most people and relatives told us they felt listened to, however a relative told us they didn't feel they were listened to or involved enough. This was discussed with the management team on the day of our assessment. People had access to advocacy services if they wished to, to support them to speak up. Staff told us they felt able to raise concerns or suggestions, the management team were approachable, and they felt listened to. A relative said, “The service is good. If I have any concerns, it gets resolved quickly. The staff are good.”

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. The provider had policies and procedures in place relating to equality and diversity. Staff told us no one had been subject to discrimination. All staff were supported with their professional development; a staff member told us they were supported to achieve a higher-level qualification, and another staff member told us they could request any further training they would like to achieve.

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.

Staff did not always store confidential information appropriately, we found several records containing confidential information relating to people and we also found an open suggestions box for staff and visitors to use, which could be accessed. This was discussed with the registered manager on the day of the assessment and action was taken to address this. Several audits of the service were undertaken, to ensure the service was operating safely. This included audits of infection control, health and safety, medicines, records and nutrition.

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 had recently undergone a local authority assessment, in which they received a 'good' score. The registered manager had listened and responded to their feedback and had made any necessary changes to the service. People were supported to maintain community links. For example, a person was supported to go to the local pantomime and people were encouraged to keep in touch with family and friends, through visits and technology, such as video calls.

The provider did not always focus on continuous learning, innovation and improvement across the organisation and local system. The provider could not evidence how they collated people and staff's feedback to drive improvements in the service. However regular provider meetings were undertaken, and any concerns were highlighted and actioned. The management team were open and honest throughout our assessment and were receptive to our feedback.