Linwood

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• 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

There was a clear and effective management structure which aided the smooth running of the service. Staff were positive about management of the service and told us the registered manager was supportive. Staff felt they were listened to and kept informed of improvement plans. The registered manager had good oversight of the service and effective quality assurance systems in place that they used to monitor the quality and safety of the service. Staff worked well with external social and health care professionals, providing positive outcomes for people.

This service scored 57 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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

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.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

Staff told us they had confidence in the registered manager and felt the service was well-led. Staff comments included, “The manager is responsive and really communicates well. She is proactive and is very aware of what is going on. This home is well-led”, “She [registered manager] is very good. She has made lots of improvements since she came here. She knows what she is doing”, “She [registered manager] is a tough but really caring person, she always gives me the opportunity to speak and discuss issues. She has made some big, positive changes in this home” and “She [registered manager] is a lovely person. She encourages me and inspires me a lot.”

There was a clear management structure within the home that meant staff knew their roles and responsibilities. Effective systems to monitor the service were in place and a range of audits were conducted to allow the registered manager to improve the service. For example, one audit identified one person’s care plan required reviewing in relation to mental capacity assessments. We saw the care plan was reviewed and updated. Another audit identified an issue with medication. This issue was rectified. We saw the registered manager was constantly walking around the home, talking with people and relatives and would deal with any issues that arose. Records confirmed a range of meetings were held with people, their relatives and staff which allowed the registered manager to be informed of opinions and issues. Action plans had been created to address any issues. The registered manager notified the Care Quality Commission of reportable events in a timely manner.

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 told us there was a positive learning culture at the service. Staff spoke about learning from accidents and mistakes. Their comments included, “We learn from our mistakes, we discuss them at staff meetings. I often speak up at these meetings and I feel I am listened too”, “I think we have a really good learning culture. Anything new and we have a meeting to discuss it. We learn from accidents”, “We have a culture of learning and we discuss why we do things. Accidents are analysed and shared so we can learn. We are supported to have further training too. I’ve just completed a nation qualification in care” and “We do learn, I’ve had lots of training, and we also employ reflective practice. We meet and discuss all issues.” The registered manager told us, “We hold reflective meetings to discuss any accidents, incidents or mishaps. That’s how we learn and make this place safer for our residents [people].”

Records confirmed learning from accidents, incidents and audits was used to improve the service. Reflective meetings were held with staff and used to analyse events and provide learning. We saw staff had access to further learning to attain specialist skills, qualifications and personal development.