Yarrow Housing Limited - 1-2 Elmfield Way

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 inspection we rated this key question good. At this inspection 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.

The registered manager and the senior management team worked hard to instil a culture of care in which staff truly valued and promoted people’s individuality, protected their rights and enabled them to develop and flourish. Management were visible in the service, approachable and took a genuine interest in what people, staff, family, advocates and other professionals had to say. The service had effective systems in place for assessing and mitigating risks to the health and safety of people using the service. The staff and management worked well with external professionals. Staff felt confident to speak up and were positive about the support they received from the whole management team. The provider had an effective process for evidencing lessons learnt. There were effective quality assurance processes and systems were in place to monitor and audit the quality of the service.

We did not assess all the quality statements within this key question, as we did not identify concerns relating to those areas which we judged as being met at our last inspection.

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 management team confirmed they had a clearly stated direction and culture, which was shared among all staff throughout the organisation. They told us the organisation’s vision and values were developed and reviewed in collaboration with people who used the service, staff and external partners.

Staff and the management team said the culture within the service was positive, inclusive and compassionate, which helped build trust and understanding between the service and people using it.

Staff and the management team demonstrated a well-developed understanding of equality, diversity, and human rights, and they prioritised safe, high-quality and compassionate care. Equality and diversity were actively promoted and the causes of any workforce inequality were quickly identified, and action taken to address the issues.

The provider had effective systems and processes in place to promote a shared direction and culture. This enabled staff at all levels to understand the organisation’s vision and values and recognise how their roles helped achieve these. There was active engagement with people and staff. Staff meetings also took place frequently, which helped ensure staff and the management team shared ideas and suggestions for improvements.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff and the management team said that everyone worked within a culture of openness, honesty, and transparency. Staff were empowered to drive improvement and encouraged to raise concerns when needed. Staff said they were confident the management team would take appropriate actions to address any concerns and keep people safe whenever necessary.

The service had effective systems and processes in place to help ensure people knew how and felt confident to speak up, raise concerns and whistle-blow, without fear of retribution. We saw the service had a whistleblowing policy, which was regularly reviewed and discussed with staff.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The registered manager and the wider management team demonstrated that they had the skills and knowledge to provide a well-led service. They had a clear understanding of their responsibilities and were familiar with guidance for providers on meeting the regulations. The staff we spoke with told us they felt the service was well managed and said the management team were approachable and supportive.

The provider had effective systems and processes in place for maintaining people's care and support plans, risk assessments and daily notes. Data was safely stored, collated and used to update and improve the service provided. Any areas needing improvement were addressed promptly and appropriately. Staff and the management team completed thorough audits, and the complaints system was regularly monitored, which enabled staff and the provider to learn from and improve the service. People, their relatives and staff provided regular feedback, which helped identify whether people were receiving the care and support, they needed or whether any changes or improvements were needed.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff and the management team were aware of how they could contribute to making improvements, particularly by enabling people and their relatives to be involved and give their feedback. Everybody was encouraged to put forward improvement ideas and staff told us they trusted the management team to listen and act.

The provider had effective systems and processes to help ensure that lessons were learnt when things went wrong. Any issues or concerns about the service were discussed during team meetings and during staff supervision sessions.