Denville Hall

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.

The last rating for this key question was 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.

There was a positive culture at the service. People living there, staff and the wider community of visitors and volunteers, all felt the service was well-run, inclusive and a happy place. Staff told us they were proud to work there, and they enjoyed spending time with people and caring for them. People and staff told us they would recommend the care home to others. A person living at the service commented, “It is friendly. The staff are very helpful, and it is a calm place.” A staff member told us, “We are like a family here.”

The provider had received many compliments and thank you cards. Staff and people using the service had also completed satisfaction surveys. These showed a consistent high level of satisfaction and that people found the service safe and caring.

The service was well managed. The registered manager was experienced and qualified. They knew people living there and staff well. They had good relationships with everyone. People and staff spoke highly of the registered manager. Their comments included, “[Registered manager] is very hands on. [They] are involved with everything and always helping out” and “The boss is excellent.”

The provider had systems for staff to speak up if they had concerns. Staff told us they understood these and felt any concerns would be addressed. They knew who to contact if they wanted to speak with other professionals outside of the company. They knew how to raise anonymous concerns.

The provider supported workforce equality and diversity. The provider had procedures to ensure staff were treated fairly. Staff told us their individual needs were respected and met.

The provider had effective systems for monitoring and improving the quality of the service. The registered manager and staff undertook a range of audits. Action was taken to address any areas of improvement which these audits identified. The provider employed an external consultant to carry out monitoring visits and checks. These were thorough and included checking regulatory standards were being met, good practice was followed and asking stakeholders for feedback.

People using the service and staff were able to contribute to quality monitoring through reviews, meetings and written feedback.

The provider had a range of policies and procedures. These were regularly reviewed and updated. Staff were aware of these.

The provider had good systems for record keeping. These included use of electronic care planning. Records were clear, accurate and up to date.

Staff worked in partnership with other professionals to assess, plan for and meet people’s needs. They liaised well with others. External professionals told us they shared information and asked for advice.

The provider had links with local community groups, including churches and schools.

The provider encouraged a learning culture. The registered manager worked closely with managers from other care homes, the local authority and external professionals. Staff had regular meetings to discuss the service, best practice and any risks. They had a good overview of people’s needs. Staff took on lead roles where they undertook advanced learning and shared this with the team.

The provider had contributed to national research about the impact of COVID-19 on care services. This helped make sure the experiences of the service were used to help inform national guidance and planning for the future.