Green Acres Care Home

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 requires improvement. At this assessment the rating has changed to 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. Leaders promoted a shared direction within the service. Leaders had a positive relationship with staff to ensure there was a drive for continual improvement. The provider had an active oversight of the service and worked with staff and leaders to promote a positive culture for people.

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 told us leaders were capable and inclusive. Staff felt they could trust and rely on leaders and the provider to make the right decisions for the service. One member of staff told us, “The managers and provider are great. The are really supportive and treat us fairly.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff felt able to speak up. There was an open culture at the service where the views of staff and people were actively sought and welcome. Leaders adopted an “open door policy” where they were contactable at any time for support. One person told us, “They listen to you. I’ve never had a complaint but if I did, I’d tell a carer and I know it would get dealt with.”

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 promoted a culture of zero tolerance to discrimination. We found staff’s protected characteristics were understood and supported by the provider. Leaders made reasonable adjustments to ensure staff had equal access within the service. Staff and leaders were trained on equality and diversity to ensure staff did not experience harassment.

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 an oversight of the quality of the service. Leaders at the service regularly met with the provider to discuss incidents, risks and improvements needed to ensure accountability and transparency. The provider told us, “I come here every week to support the home and make sure the manager and staff are providing the right care. I complete checks to make sure safe care is being 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. Leaders work in close collaboration with partner organisations. Professionals visited the service and staff and leaders knew people well where they could confidently provide updates and information. Staff were welcoming of information and learning from visiting professionals to ensure people received a high quality experience of care. One visiting professional told us, “We have no concerns about Green Acres Care Home.”

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. Leaders had a robust learning culture to improve when things had gone wrong. Leaders were skilled in analysing and monitoring incidents and events with a drive to learn and develop. Staff shared this approach and leaders worked in an open and transparent way to share learning. Leaders monitored to ensure changes and learning was embedded and adopted by staff. One leader told us, “Learning lessons is really important to make sure people are safe. We analyse what has happened, how it could have been prevented and we tell staff to try and make sure it does not happen again.”