Heeley Bank Care Home

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 leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 were positive about the support they received from managers and had opportunities to feedback about the service. Managers ensured updates regarding people, or the service as a whole was shared with staff in a timely manner.

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 supported in their roles and that training opportunities available to them were of a high quality. Staff had access to regular supervisions and appraisals. A staff member told us, “The management are good and I am comfortable speaking to them if I have any concerns.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The service had a member of staff identified as a point of contact for staff to raise concerns if they felt unable to approach managers, however all staff we spoke to told us they found managers approachable and would be happy to raise concerns directly. Staff understood their responsibility to raise concerns if needed. One staff member gave an example of a training need that they identified, this was brought to the attention of managers and additional training took place to address the concern.

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 in place regarding equality and diversity. Staff had opportunities to feedback to managers about their roles, working environment and any support needs they wished to discuss. Staff told us they enjoyed working at the service and felt managers were supportive and approachable.

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. Systems and processes were in place to ensure effective oversight of the running of the service and risks to people and staff. Managers and staff understood their roles and responsibilities. Where auditing highlighted areas for improvement, these were acted upon promptly.

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. Professionals told us the service actively sought information and advice from them when needed, and ensured information given was acted upon. The provider actively engaged with external professionals to support improvements within the service, for example arrangements had been made for a Speech and Language Therapist to attend the service to deliver specialised training.

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. Managers actively monitored accidents and incidents and took action to reduce these. The service introduced initiatives to improve the service and monitored the effectiveness of changes made. For example, the provider had introduced the role of ‘falls prevention worker’ to support and respond to people who may be at high risk of falls. This initiative had significantly reduced the number of unwitnessed falls within the service.