Lambeth Office

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. This is the first inspection for this service. This key question has been rated 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.

The service aspired to support more people in the community. Management and staff worked together towards improving the service. People told us that staff and managers had a culture of listening to people’s feedback and using this to make improvements where required.

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 they felt their leaders had the appropriate skills and knowledge to support them effectively. Staff told us management dealt with any concerns quickly and confidentially as required. Staff told us they felt supported by the management team through regular meetings and supervision sessions.

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

People told us they were confident to speak to the registered manager about any concerns they had. They were confident that concerns would be taken seriously and investigated as required.

The service had a staff messaging group in place. Staff were able to comment or raise concerns or put forwards ideas at any time. Staff told us they were confident they could speak up about any issues. One staff member said, ‘I know that any concerns will be listed to and addressed without fear of negative consequences.”

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 equality, diversity and inclusion polices in place. Staff told us they were treated fairly and had no concerns about their own treatment, and to their knowledge no concerns about the treatment of their colleagues. One member of staff said, “The work place promotes equality, diversity, and inclusion, and treats staff fairly and respectfully.”

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 systems to manage current and future performance with approaching and managing risks. The registered manager told us staff received regular supervision where all aspects of their job role from performance to own personal well-being was discussed. People told us the registered manager carried out unannounced spot checks for staff on care visits. The provider had a range of audit checks in place to ensure safe and appropriate care was delivered to people continually.

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 with social workers, the local authorities, GPs, hospital and churches in the community to ensure people received the care and support they 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. Staff told us they were encouraged to, “Share ideas and suggestions during meetings and supervisions and informal discussions” and “Management would take all suggestions into consideration.” People and their relatives told us they were kept up to date with any changes happening in the service, and they were able to voice ideas and opinions themselves.