Cleveland Villa

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 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. 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.

Staff provided care that reflected the provider’s aim to deliver individualised support in a friendly setting. They understood the importance of treating people with dignity and respecting their wishes. The atmosphere was welcoming, and people appeared comfortable and relaxed around staff and managers.

Whilst leaders understood the context in which the provider delivered care, treatment and support. Due to a change in management, this had led to some inconsistency in leadership which was reflected in the feedback we received from staff.

People who used the service and staff spoke positively of management, they felt they were approachable and were confident that any issues or concerns raised would be dealt with promptly and appropriately.

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

Relatives knew how to report concerns and had confidence action would be taken in response to any issues they raised. Their comments included, “I’m confident [staff member’s name] would sort any problems out. They have been with [person’s name] since day 1, they sort any problems out.”

The provider had systems for staff to speak up when they had concerns. Staff told us they felt confident raising concerns if needed.

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.

Staff told us they were happy working within the company and felt they were treated fairly. There were procedures in place to consider staffs’ individual needs and ensuring all staff were treated equitably.

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.

There were audits in place which monitored the care people received, including the safety of the environment and the management of medicines. There was a system in place to monitor and review accidents and incidents that had occurred.

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 service engaged positively with relatives and health partners to meet people’s needs and expectations. The service has its own transport and people enjoyed regular trips out to attend weekly social occasions and local attractions.

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.

There were systems in place to ensure lessons were learnt from accidents, incidents and safeguarding concerns. There were opportunities for staff to discuss any issues or concerns about the service during team meetings and 1:1 supervision meetings.