Thomas Owen 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 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.

There was an open and positive culture at the service. There was a shared vision amongst managers and staff that focused on providing person-centred care that met people’s needs. Comments included, “Our role is to be there for the residents. We are one [team]. People need to be happy and looked after,” “We try to improve people’s lives,” “I love it working here. I love helping the residents” and “I always try to go above and beyond for [people]. I always try and make sure they are in control of their own care. We work together.”

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 was an inclusive approach to care at the service whereby people were always put first. People and relatives knew the registered manager and felt comfortable communicating with them. Feedback included, “The [registered] manager is friendly and open” and “[The registered manager] is just amazing.” Staff felt the leadership team were effective and supportive. Comments included, “The management is good. They are respectable. [The registered manager] is a great person. [The registered manager] spends time with residents too and puts them first” and “[The deputy manager] is very nice and supportive.”

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

Staff felt able to speak up and discuss concerns and ideas with the registered manager and deputy manager. Comments included, “If I did find anything wrong, I would go to management. They are all focused on residents and staff,” “I can speak to management about any problems. We share ideas. We get to write down our ideas for service improvement. Everything is always listened to,” and “We all have ideas that are listened to. Everyone talks openly and management. Any concerns about anything I can go to them. We find solutions about what we can do.” People and relatives felt able to raise concerns. Two relatives told us about concerns they had previously raised, that were listened to and addressed.

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 employed a diverse workforce from varying backgrounds and cultures. Staff felt they were treated equally and spoke positively about their role and employment at the service. Feedback included, “They treat all staff members well. They treat people fairly. We are all treated equally” and “It is the best care setting I’ve worked in. I am well treated.”

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.