Opal 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.

This is the first assessment for this newly registered service. 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. The management team and staff provided high-quality, person-centred care.

The service had a positive culture which supported positive outcomes for people. Staff were supported by the registered manager to deliver consistently safe, person-centred and inclusive care and support to people in line with the provider’s vision and values for the service. Staff worked together to promote people’s wellbeing, dignity and independence and said they felt valued in their roles. During the assessment, we observed staff providing care which respected people’s preferences and created a warm, supportive homely environment.

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.

Feedback from staff was overall positive in relation to the leaders and support they received. Most staff felt the manager was fair and supportive towards them, and they felt confident to raise any concerns, needs or difficulties, feeling they would be listened to and would be dealt with in a professional and positive manner.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The majority of staff felt comfortable and confident to raise concerns. They were confident concerns would be taken seriously and addressed promptly. Relatives also felt comfortable raising concerns. A whistleblowing policy was in place which staff knew how to access.

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. Feedback from staff was overall positive and the majority of staff felt valued and supported in the workplace.

The service 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. We found the provider to be responsive, open and transparent during the assessment. The managers completed regular audits and had good oversight of the service, and this was evident during the inspection.

The provider shared information and learning with partners and collaborated for improvement. Leaders engaged with external health professionals and people were able to access health professionals for support when required. Staff and leaders understood their duty to collaborate and work in partnership with people, other organisations and services, so services work seamlessly for people. Feedback from health professionals was positive. One professional said, “Where there was identified potential issues, they requested support from all appropriate agencies quickly including quick meetings to avoid additional distress or anxiety for the service user.”

The management team promoted a positive culture of learning and were committed to improving the service. There was a quality assurance action plan to manage the changes and review progress of the service. We also found the management and staff team were open and transparent during our inspection, listening and responding to any issues or concerns highlighted. Management instigated and discussed further improvements following this assessment.