89 Hampton Road East

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 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.

There was a positive person-centred culture at the service and within the organisation. The provider’s values focused on meeting the needs and promoting the voice of people using their services. Staff understood about the organisation’s values. They told us they were happy working at the service and felt this was well run. Relatives told us they would recommend the service. The provider had a range of policies and procedures which reflected legislation and best practice guidance. Staff were familiar with these.

The registered manager was experienced and had qualifications in care management. Staff and relatives told us they found the registered manager approachable, friendly and helpful. We saw they led by example, supporting people and staff to have a good experience. The staff took on extra roles and responsibilities to help in the running of the home. The provider employed a team of senior managers who regularly visited the service and offered support and guidance.

There were processes to enable staff to speak up. The staff were familiar with these and told us they knew what to do and how to raise issues with the registered manager, senior managers and outside of the organisation if needed.

The provider supported and promoted workforce equality, diversity and inclusion. The staff told us they felt valued and supported. Comments from staff included, “[Registered manager] knows how to talk with staff, how to make us and [people using the service] feel happy’’ and “[They are] the best manager we have ever had. [They] always know if we need a break or have a family situation and need time off.’’ There were procedures for supporting staff and ensuring their rights were respected.

The provider had a range of systems to help audit the service. These were effective in monitoring and improving quality. Staff, the registered manager and senior managers carried these audits. When problems were identified they had taken action to improve the service. Throughout the organisation, people using the service carried out assessments and checks of each other’s homes. These checks included speaking to people who lived at the service about what was important to them. We saw a recent check of the service had allowed people living there to discuss their experiences.

The staff worked in partnership with external professionals to help make sure people’s needs were assessed, monitored and met. They followed guidance from others, and this was incorporated into their work. The registered manager and staff attended community events and forums with other managers and within the organisation. This helped to make sure they were well informed about and could contribute to developing best practice.

There were systems to help ensure staff and managers learnt and improved the service. The management team met with each other and other professionals to discuss things that went well and areas where improvements were needed. We saw there had been learning from incidents in other care homes, where things had gone wrong. Information and learning from these had been shared with staff at this service. The staff were supported to continuously engage with learning through training and team discussions. The provider had developed a ‘quality of life tool’ which they were implementing in the service to develop more person-centred support.