City Gate House Also known as Head 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 assessment 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 71 (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 and actively encouraged their staff to be part of that vision. The registered manager told us how they worked to foster the right attitude with staff, offering regular supervision and using spot checking as a way of guiding staff to make sure they understood and followed agreed working practices.

The provider had inclusive leaders who understood the context in which they delivered care and support and embodied the culture and values of their workforce and organisation. Leaders were experienced and had good knowledge that enabled them to lead effectively. Staff told us how they felt supported by their managers. They told us managers were visible during work time and were always contactable at other times.

The provider fostered a positive culture where people felt they could speak up and their voices would be heard. Staff were encouraged to contribute their views in team meetings, and they were able to tell us clearly about the organisation’s whistleblowing policy should they have the need to use it.

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 registered manager told us, “We offer the same equalities to everyone, experience and qualifications are important but it’s the same interview process for everyone with the same result of ensuring a fair system.”

The provider had clear responsibilities and systems of governance in place. The registered manager ensured a range of checks were completed consistently which helped to deliver a safe service to the people living in it. Following a feedback session with the provider at the end of the day, information we saw that was out of date was responded to promptly and the registered manager notified us that the information had been updated and sent copies to us as evidence.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information about people internally and externally to ensure the best possible outcomes for people. The provider sought regular feedback from people, their families and other parties to gain views of how to enhance communication and share ideas.

The provider focused on continuous learning, innovation and improvement. There was an extensive learning package and staff told us how once their learning was complete, they were tested to ensure they understood what they had learnt which helped them improve people’s experience of care. The provider had a detailed improvement plan that encompassed areas of development for people’s care and support and training for the staff. The plan had been regularly reviewed and many of the targets within it had been completed.