Lakeland View Care Centre

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 79 (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 and leaders had embedded a strong culture which valued people in their care, their relatives and the staff team. The whole team understood the quality of care that was expected and were committed to maintaining this. Regular meetings and information sharing helped maintain the positive culture in the home. Quality audits had identified good practice and areas for attention in relation to people’s experience of treatment and care.

The provider had exceptionally 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.

The provider embodied an exceptional level of compassion and inclusivity. Leaders were highly knowledgeable and skilled in their field and were proactive in sharing this with the staff team. The support provided to staff through induction, supervision and training ensured staff were included and felt valued in their role. In addition, staff always had access to management support and felt comfortable seeking clarity. Where staff had specific inclusion needs leaders had been flexible to accommodate them. Staff had access to a variety of leaders and forums which helped them feel included.

All the staff we spoke with praised their experience working in the home and the management team. Comments included, “The best thing about working here is the supportive management, they are clear with us, why we are here for these people, it feels more like a family. I can take my time and support people properly.” And “I feel respected at work, I never have to think about work when I am not here. If I have any problems the office staff are easy to talk to.” And “I love the job, management and colleagues are very supportive and cooperative. We work hand in hand everyone is willing to help. Management will always respond.”

The providers' policies positively encouraged people to raise anything at any time.

The provider had embedded an open culture where people felt their views were valued and their concerns had been acknowledged and responded to. Leaders had an open-door policy and a transparent culture where people felt safe to speak up.

Staff praised leaders' openness, one staff member said, “I feel confident to let them know, If I have made a mistake, managers make it comfortable and convenient to approach them.”

Regular meetings for peoples’ relatives had been held. Relatives we spoke with said they were able to speak with staff and leaders at any time. One relative said, “We have monthly meetings with managers and they seem to listen.”

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 provider’s policies and recruitment practices demonstrated they valued equality and diversity in the workforce. Leaders had made reasonable adjustments and developed bespoke support for staff which helped enable them to do their job and maintain their employment.

Leaders were there for staff who felt safe seeking support.

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 was a clear structure in the home. Leaders led by example, management and staff roles were clear which meant the team understood their varying roles well. Good communication supported consistent understanding of what was expected from all members of the team.

The registered manager had developed and sustained effective oversight of the service. Regular audits of the quality of care and care records were completed. Observations of staff practice supported proactive improvements. Staffing levels were proactively reviewed and amended to maintain consistent care.

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 closely with other professionals and agencies to achieve the best outcomes for people. Referrals were made appropriately and promptly when needed. Feedback from other professionals praised the providers’ skill and responsiveness.

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 and clinical team worked closely together to share lessons learned and identify improvements on a regular basis. There were forums available for all staff to share their experiences and learn lessons to support people’s quality of life.