West & Rectory Lodges

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 assessment for this newly registered 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. Staff gave positive feedback about the culture within the service. A staff member commented, “We work very well together. I have excellent colleagues.” Another staff member said, “Everybody is friendly, we have good relationships with service users. We provide a high level of support and care to all service users.”

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 service had an established registered manager. Staff gave positive feedback about the registered manager. A staff member told us, “I have no concerns, management are approachable.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There were opportunities for people to provide feedback about their care, such as regular meetings and individual care reviews. A staff member told us, “There is a residents' meeting once a month. We ask for feedback weekly about activities.” People confirmed they felt able to speak up about their care and issues were resolved. A person said, “I can speak to any of the staff.” Staff knew about the whistle blowing procedure and felt confident to speak up. A staff member told us, “I have not used [the whistle blowing procedure] here, I would use it though. I have done in the past and would again if I needed to.”

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 policies and procedures relating to equality, diversity and inclusion and staff had completed relevant training. Staff told us they felt supported working at the service. A staff member commented, “I feel that virtually all I could need is provided.”

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 quality assurance systems which had been successful in identifying and addressing issues. Regular audits were completed across various aspects of the service including care planning, medicines management and health and safety.

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 had good links with other services in the community. The registered manager told us there were weekly MDT meetings and a wide range of professionals involved with the service.

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 the service was committed to learning and using this to make improvements to the service and people’s care. A staff member said, “I have learnt a lot in the 2 years I have been here.” Any lessons learnt were shared with the wider staff team to avoid reoccurrence and support improvements.