The Bungalow

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 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 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Leaders and staff had a shared vision and culture which placed people at the centre of the service. Staff understood their roles and responsibilities and felt consulted and involved in making decisions. The provider continuously engaged with people and their relatives, seeking feedback and involving them in social events and discussions about the service. People’s relatives spoke positively about the homely and welcoming feel of the service. Comments included, “It’s a small setting but it’s like a big hug all the time”, “It’s a lovely home” and “Everyone is settled, happy, cared for and most importantly they are loved – definitely.’”

The provider had inclusive leaders at all levels who understood the context in which they delivered care 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. Managers led by example and staff spoke positively about the culture of the service. People, relatives and staff told us the management team were visible, approachable and supportive at all times.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they were able to speak to the management team about any concerns and had access to whistleblowing information and guidance if required. The provider had a strong focus on engaging with people and relatives to support people to achieve good outcomes.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for the staff who worked for them. The provider had policies in place to ensure equality in their recruitment and training opportunities. Reasonable adjustments were in place where appropriate and staff told us they were able to request any additional support they required to fulfil their role.

The provider had clear responsibilities, roles and systems of accountability in place. However, their management audits for monitoring the quality and safety of the service were not always implemented effectively to ensure issues were identified promptly. For example, we found infection prevention and control, environmental, medicines management and recruitment audits contained only brief, tick-box responses with no additional information and no concerns identified. However, we had identified minor concerns in these areas during the inspection. Following our feedback, the registered manager responded immediately, confirming they were reviewing all audits to ensure more detail was incorporated and sharing learning with the team and wider organisation.

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. One health professional told us, “The staff team at the Bungalow are always welcoming. Appointments are logged and a member of staff who knows the service user has always been available to provide support at the time of the appointment. They follow guidelines provided and communicate promptly with our department if they have any concerns or queries.”

The management team focused on continuous learning and improvement within the service and shared ideas and learning across the wider organisation. They encouraged staff to think creatively about how to improve people’s quality of life and support them to enjoy a full and active life. Where areas of improvement were identified, the provider responded promptly and positively, demonstrating how they were using the feedback to review their processes and drive improvements in the service.