Manor House

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 71 (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 was committed to ensuring the provider values were delivered and supported staff to do the same. Staff felt valued and people felt included.

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 understood their responsibilities and legal requirements. People and relatives felt the home was managed effectively and staff felt supported by the registered manager.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had a whistle blowing policy and fostered an open and transparent culture where employees felt empowered to raise genuine concerns regarding malpractice within the organisation. This whistleblowing policy outlined the procedure for reporting concerns, protecting employees from retaliation, and ensuring that all concerns are addressed appropriately.

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 had an equal opportunities policy which stated that the provider was committed to promoting equality and diversity within the organisation. All staff were invited to participate in team meetings and have regular 1 to 1 supervision. These sessions were essential for tracking progress, exploring professional development, and identifying any support needs. The registered manager said, “I believe that fostering fairness and equality within our team not only boosts staff wellbeing and morale but also strengthens the quality of care we deliver to those who use our service.”

The provider had responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. The provider had a series of audits in place to monitor the service and to ensure standards were maintained. However, these had not been fully completed and had not always identified the concerns we found during the assessment in relation to environmental safety. Whilst the provider took action to address the concerns, the governance systems required embedding in to practice to ensure concerns are identified quickly and resolved effectively.

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 fostered good working relationships with partners and communities.

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 displayed genuine compassion and interest in the people using the service and staff. They were committed to continually change and develop the service based on feedback and lessons learnt.