120 Harrowdene Road

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 provider had a Statement of Purpose which set out the vision of the service and its core principles of privacy, dignity, independence, choice and rights.

The atmosphere and culture at the service both between people and staff was positive. People were comfortable when being supported by the staff team. We observed people spending their time how they chose to do so and people were clearly happy. The staff team supported people to understand each other as individuals when differences of opinion or issues did occur.

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 competent leadership of the service.During our visit we saw managers engaging positively with people in a kind and caring manner, demonstrating a compassionate approach and an open and inclusive culture within the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The service had an up-to-date whistleblowing policy.

Staff demonstrated an understanding of whistleblowing and could explain what they would do if they needed to escalate concerns about poor practice.

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 home had an equality and diversity policy, and staff received training in this topic.

Staff told us they felt valued and respected by their colleagues and management team.

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.

Managers completed regular audits covering all aspects of the running of the service, from medication audits, accident and incident reports, maintenance checks, and IPC checks. When concerns were identified, the provider identified actions to address the issue. This showed the provider was looking to continuously improve and be proactive in spotting potential issues before they became major concerns.

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 worked in partnership with a range of stakeholders within the local community, including health professionals and the local authority, to support people’s care and wellbeing.

We received positive feedback from healthcare professionals with the level of engagement the service had with them.

The provider focused on learning, innovation and improvement across the organisation. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe and effective practice.

Continuous staff training contributed to safe and effective care. Staff worked well together and supported each other to provide good quality care. There was an open culture which promoted inclusivity, reflection and learning.

Action plans were developed and showed when shortfalls had been addressed. Issues were discussed in staff meetings and handover meetings.