Orchard View

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 service was well-led and 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. Leaders were capable, transparent and compassionate and were well thought of by people and staff alike. A new manager was in place and had made improvements to the service. Staff told us they were better supported since the new manager had started. They told us, they were confident the leadership team were committed to delivering a good quality service and promoted a supportive and open culture. The provider had a range of quality assurance processes in place, and these were working effectively.

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.

Staff understood the visions and values for the service and were confident these would be achieved. Staff felt able to speak up, one staff member said, "I raise concerns directly to managers and if not appropriate to do so I would go to the local authority safeguarding team."

Processes were in place to help staff and leaders demonstrate a positive, compassionate, listening culture, focused on learning and improvement. The manager told us they were committed to training. Mandatory training levels were compliant to a high standard and the management team actively promoted further learning for all staff.

Staff confirmed management had the experience, capacity and capability to ensure the organisational vision was delivered, and risks were well managed. Management were visible and led by example. Staff said, “I am comfortable going to them 100%, they would take action about things straight away.” Another said, “The manager gives his listening ears, he gives us his attention. I requested a debrief, he was there and helped me understand.”

Processes were in place to recognise and reward positive practices, which evidenced leaders were compassionate and inclusive. The management team promoted in-house development such as for staff who wished to progress in their career.

Staff told us there was a culture of openness and transparency, they were confident in speaking up and were assured appropriate action would be taken. One staff member told us, “I can speak up to management. I always feel listened too and I feel like we problem solve together rather than being dictated too.”

The provider had policies and systems in place, which aimed to foster a positive culture where people felt they could speak up and that their voice would be heard.

Staff told us their workplace was inclusive and free from discrimination. Staff had access to policies on discrimination and support was provided to ensure equality, diversity and inclusion was a priority. Management were aware off some cultural communication issues between staff and people. A plan was in place to address these concerns.

The provider encouraged and promoted a workplace of equality, diversity, and inclusion. During supervisions staff well-being was discussed. The provider’s recruitment process was inclusive, and interview questions were based around the organisations values to ensure they were employing people with these shared values. The feedback we received from staff was positive with staff feeling able to speak up and raise anything with the manager.

Staff felt valued and motivated, were able to raise concerns, were asked for ideas on how to improve the service and team meetings were held regularly.

The management team undertook a range of audits to assess care quality and safety such as care plans, environmental risk assessments, and staff competency assessments. Audits and governance processes such as the analysis of accidents and incidents, helped ensure the service had an accurate picture of risk to the safety and quality of the service at any one time.

People’s experiences confirmed they felt staff supported them to access communities to enable better outcomes. Relatives told us their family members received support from other health and social care professionals, and we received positive feedback in relation to multi-disciplinary team working. A multidisciplinary team (MDT) is a group of health and care staff who are members of different organisations and professions that work together to make decisions regarding the treatment of individual patients and service users. MDTs are used in both health and care settings.

Staff worked with various external agencies including, social workers, local authorities, safeguarding teams, and healthcare professionals. Relevant information was shared appropriately.

The provider was working in partnership with commissioners, other system partners and health and care professionals. We were told about examples of partnership collaboration to ensure the best outcomes for people.

Processes were in place to help people receive the best outcome with regards to their care and support. Records evidenced how staff worked with external partners to help ensure people received the right care and support to meet their needs in a holistic way.

There was a focus on learning and improvement and keeping up-to date with best practice to ensure people's needs could be met. Staff told us if they identified training needs and discussed continuous professional development with management a training plan would be implemented. Training was provided both via face-to-face and virtual learning.

The organisation was striving to learn and improve. Learning was embedded through team meetings and audits, and the provider was continually striving to make improvements. The manager was new in post and was passionate and full of ideas and initiatives to improve the experience for all. They were responsive throughout the assessment, to further learning and improvements to ensure people received a high standard of care delivery.