ICSL East

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.

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 Registered Manager told us that, in conjunction with the Nominated Individual, they had identified that the service’s vision and values were not clear. In 2024 they put a lot of work into this, and it was rolled out to the staff team in 2025. They told us that they felt that not everyone was fully in step with this at the moment but that it is an ongoing piece of work. Staff spoke of a positive culture within the service.

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. Staff told us the management team were knowledgeable and proactive. The Registered Manager told us they have a coach to support them in their role. They feel supported by the provider.

The provider fostered a positive culture where people felt they could speak up, and their voice would be heard. Staff told us they felt able to approach the management team about any issues, including personal issues, and that they would ensure they were supported. Staff were able to share their views in regular supervision, team meetings or on an ad hoc basis. Staff were aware of the whistleblowing policy, if they needed to escalate concerns or raise issues anonymously.

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 “The service treats us well and we are equipped with good regular training.” Staff felt supported by the management team and that their individual needs were taken into account.

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. We saw evidence that the management team carried out regular audits and spot checks. They were aware of the issue we identified of calls being cut short and told us that staff members were taken through their disciplinary process where they were significantly short calling. This was also regularly raised in team meetings and staff were reminded to socialise with people if tasks were completed before the end of their scheduled care call. Staff told us the management team were “very organised” and that they knew what people’s roles and responsibilities were.

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 Registered Manager told us they had developed a good working relationship with the Local Authority and welcomed their feedback through contract monitoring visits. Commissioners told us they had no concerns about the service.

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. The Registered Manager told us they had completed a 360-degree review of the service and identified areas of improvement that they were working on. Staff told us they felt able to share ideas with the management team at any time and they have regular team meetings to discuss issues that arose. The Registered Manager discussed learning that had come about following an incident earlier in the year and what they had put in place to ensure this did not happen again.