Castle Road

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

The providers oversight, governance systems and processes were effective. Processes designed to assess and review people’s care needs were effective. There were sufficient governance arrangements in place to ensure people received good quality 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 registered manager and nominated individual had a clear shared direction in place which was underpinned by promoting a positive culture within their team.

The provider’s clear shared direction was underpinned by policies and procedures.

The registered manager and nominated individual were capable, compassionate and inclusive. The ethos of the service from our observations supported this. Staff told us the registered manager created a caring atmosphere that ensured people were at the centre of the service. One staff member told us “I love it here, I feel really well supported. There is never any tension or hearsay. (Registered manager) is a really good bloke, he’s great to get along with but at the same time takes no nonsense”. The register manager told us “we need to remember this is people’s home not ours, it needs to be relaxed and open, by allowing people to work and not have me over their shoulder all the time. I trust my staff”.

Staff had confidence in the Registered Manager and felt they could raise concerns which would be dealt with. We spoke to one staff member who confirmed they felt confident to speak up when needed and what enabled them to speak up. They told us “The fact that I’m able to talk freely without being judged or in fear of retribution. I feel safe to talk about anything”.

The Registered Manager and staff confirmed they had a handover before and after each shift for new information to be passed over and staff could raise any concerns. Staff described the formal process they would go through if they felt unable to speak up.

The registered manager and nominated individual understood their responsibilities to ensure their workforce was diverse and inclusive. Staff described how the registered manager promoted equality. One staff member told us “There is no them and us”. The registered manager told us “Treat everyone as we expect to be treated, expect different views and opinions, talk and allow people to talk”.

We observed staff were kind and compassionate and showed they had formed a strong relationship with people and knew them well. Staff practice was underpinned by the providers policies and procedures.

The registered manager and nominated individual described the arrangements that were in place to formally assess, review and monitor the quality of care provided at the home. This included regular audits of the environment, health and safety, medicines management and care records.

Policies and procedures were accessible to the registered manager and staff. The registered manager and nominated individual had recently updated policies and procedures following an audit which had identified shortfalls. There were sufficient governance arrangements to ensure people received good quality care. When requested, the registered manager was able to evidence that audits and checks were completed to ensure they had oversight of the service.

The leadership described and we saw how results of audits were used by the registered manager to develop ongoing service improvement plan.

The service continuously looked at how they could support in a way that met people’s individual’s needs. We saw one example of how the service had introduced the use of technology to help staff better understand a person’s needs in relation to personal care. The home sought people's views and opinions from residents. Staff had access to team meetings and records confirmed the registered manager took action when they received feedback.