4 Futures

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

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.

There was a clear direction for the provider, and this focused-on quality assurance, improvement and supporting people to achieve outcomes and goals. There was a positive, person-centred culture, and this was reflected throughout the staff team and leaders.

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.

Leaders within the provider, had relevant skills, experience and knowledge which enabled them to do their job to a good standard. They were visible within the service and staff told us that they demonstrate good practice and lead by example.

There was room for improvement around some knowledge of some processes, for example, management of delegated health care tasks, however they were proactive in addressing this once it was raised during the assessment.

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

Staff told us they felt comfortable and confident to speak up. Staff were also knowledgeable in terms of their rights to speak up.

The provider took steps to promote freedom to speak up, and ensured, wherever possible, external agencies’ contact details were displayed.

The provider strongly valued diversity in their workforce. They had an inclusive and fair culture which had improved equality and equity for people who worked for them.

Workforce equality was a key value for the provider. There was a diverse staff team, and where staff needed reasonable adjustments in place, to ensure they could complete their duties safely and effectively, the provider had applied creative thinking and ensured staff had equipment in place. These were then regularly reviewed by the provider and staff to ensure they remained effective.

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 provider had good oversight of the service, this was maintained through audits, and clear governance systems. Additionally, leaders were regularly present at the service, which provided opportunities for additional oversight.

Audits were completed, with a clear process in place to analyse the information, take action if needed and learn lessons, and feed this back to staff, relatives and people which in turn impacted the quality of the service and people’s experiences.

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.

Leaders within the provider were part of local networking groups, which enabled them to share knowledge, learning and experiences with other providers, and in turn learn from information shared with them.

The provider worked effectively with external agencies and professionals. One professional told us, “We have maintained effective contact and communication with [the provider],” and “we work well collaboratively in meeting the needs of [person].”

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.

We found the provider to be receptive to feedback, with an eagerness to develop their understanding to ensure the care and support they provided was more effective, throughout our assessment.

The provider utilised their processes and systems in place to continuously learn and improve the service.