Whell Care

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 and people experienced a positive culture at the service. Communication channels between people and their relatives, staff and management were open and effective. The staff and the registered manager put people first and described them as ‘family’.

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.

Staff said the registered manager was approachable and supportive. The registered manager had made recent changes to improve the service and shared plans to continue developing the service in the future. A staff member said, “Yes I feel we are well supported by management. [Name of registered manager] is always on the end of the phone if you need anything.”

A relative said, “I can speak to [the registered manager] at any time, if she can’t answer her phone there and then she rings back quickly. If I have had a problem I speak to [the registered manager] and she puts it right, she is very diplomatic.”

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

Staff all felt able to speak up when needed. They were aware of how to report issues within the service and externally if required.

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.

We asked staff whether they had ever experienced discrimination, and no one raised concerns with us.

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.

Governance processes were in place to ensure the care was safe and effective. Checks were carried out on medicines, care records, and the care environment. The registered manager regularly checked with relatives to ensure they were satisfied with the care provided.

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.

Records showed appropriate partners were involved in people’s care when needed.

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 was proud of recent changes to the service. Plans were in place to continue embedding the recent improvements and to further expand the service in the future.