Fernbank

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 under a previous provider we rated this key question good.

This is the first assessment for this service under its new provider. This key question has been rated 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.

Relatives spoke positively about the service. One told us, “For anyone with mental health issues, this is a good home. The abundance of staff, their sense of duty, and their skills and knowledge give me confidence that (name) is safe there.”

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.

The registered manager provided committed leadership. They were knowledgeable about the service and the people living there and were motivated to maintain, develop and expand the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The registered manager made sure there were opportunities for people and staff to give their opinion and seek help and support. A staff member told us, “Yes, I feel I am able to raise my concerns in confidence and receive notification that this is being dealt with. I have felt heard and understood anytime I have raised any concerns.”

A relative told us, “I receive questionnaires every year to give my views on the service.”

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 registered manager understood the importance of promoting an inclusive workplace, free from discrimination, where staff were valued and treated equally and fairly. Policies were in place to ensure equality and diversity were promoted in the workplace and opportunities were offered equally throughout the service. The registered manager told us, “Promoting equality and diversity and respecting people’s human rights is a golden thread that we like to think runs throughout every aspect of the service.”

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. The registered manager demonstrated good oversight of the service. Governance systems were effective and well-embedded. There were used to regularly check and audit the quality and safety of care and support provided to people.

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. Working in partnership with other health and social care professionals helped to achieve positive outcomes for people. One person described to us how beneficial their time living at the service had been for them and how it had turned their life around.

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. Staff were supported to develop their skills and take part in training as well as external qualifications. Staff spoke positively about the training offered. One commented, “I had further training when moving to the management role where I was supported directly alongside the other assistant managers.”

When incidents, accidents or complaints had occurred, learning had taken place to understand the cause and see if anything could be done differently in the future.