Elwick Grange

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 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 worked together to develop a clear and distinctive set of visions and values that reflected the service’s purpose and the needs, preferences and experiences of the people they support.

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.

The registered manager was visible throughout the service and actively engaged with people, relatives and staff. We observed them interacting in a calm, respectful and attentive manner. They showed a clear and organised way of using information to learn and improve the service. A relative told us, “I know of the manager, and I know she would get you anything.”

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

The service demonstrated an open and transparent culture, and encouraged staff to speak up, helping to ensure people received safe and high‑quality care. A staff member told us, “I feel privileged to work for superb management and like-minded people who treasure our residents and strive to provide a home that is a lovely place to live.”

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.

Leadership promoted a positive and collaborative working environment, recognising and rewarding colleagues for their commitment and hard work.

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 a comprehensive range of quality‑assurance and safety‑monitoring systems in place. These included regular audits, incident and accident reporting processes, care plan reviews, staff competency checks, and ongoing monitoring of training compliance. These systems enabled the registered manager to identify patterns, address shortfalls promptly, and drive continuous improvement. Outcomes from audits and incident analyses were used to generate action plans, and lessons learned were cascaded across all of the provider’s services. Important updates and learning were also shared with staff through meetings, supervision, and internal communication channels to support consistent practice.

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 worked in partnership with health and social care professionals to achieve good outcomes for people. A healthcare professional told us, “One of my [service users] sustained a fracture which impacted substantially on their mobility, over the months I observed staff encouraging them to use their frame and then guiding them to walking sticks and they are now fully mobile again using a wheeled tripod.”

The service has achieved the Veterans Friendly Framework (VFF) accreditation, enhancing its ability to meet the specific needs of people with an Armed Forces background. VFF provides access to tailored care pathways, promotes social connection within the veteran community, strengthens staff knowledge through targeted training, and enables people to benefit from appropriate specialist support services.

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 provider had a comprehensive range of systems to collect, analyse and learn from data across all its services, using this information effectively to inform good practice and drive continuous improvement.