Parkville Care Centre

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

At the lasted rated inspection this key question was rated as good. At this inspection the rating has remained good. This meant the service was managed by leaders who created a culture aimed at promoting high-quality, person-centred care. The provider had a clear position around developing services which were person-centred and tailored to individual's needs. They aimed to have a culture in which people feel they could speak up, air their views and these would be heard. The director discussed recent difficulties within the service and the action being taken to work with staff to ensure an open culture was always operated and staff felt empowered to share their ideas. Staff discussed how they now felt empowered to speak up and felt their views were taken on board. When we inspected the registered manager had been in post 3 weeks and staff reported they were closely working with them to make sure the standard of care provided was in line with expected practices. The provider had developed a clear governance system and constantly looked at how to make improvements. They had a quality team and people team who worked with locations to ensure staff could raise matters and areas for improvement could be readily identified and acted upon. The management team encouraged continuous learning, innovation and improvement across the organisation. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. Staff were passionate about providing good care outcomes and took ownership for their practice. Staff understood their duty to collaborate and work in partnership.

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.

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.

Staff told us the management team promoted a positive, person-centred culture. The registered manager and staff put people’s needs and wishes at the heart of everything they did. Staff told us the provider promoted a positive, person-centred culture. One staff member said, “I have found the management team give us a voice. We participate in surveys every now and then, and management seek out opinions on salient issues since care staff are directly involved in delivering optimum care daily to residents.”

There had been some instability in management arrangements in the last year. The new registered manager had been in post a month and was in the process of familiarising themselves with the service. They understood where gaps in practice had been and were addressing these issues. The registered manager adopted an inclusive leadership style and supported staff to understand the context in which they delivered care and support to people. They had previously run care homes, held the appropriate qualifications for this role and ensured they were up-to-date with current practices. Systems were in place to check staff practices embodied the organisation’s culture and values.

Staff told us they now felt confident to raise concerns with the management team and these would be listened to and acted upon. They felt their views were now valued. A staff members said, “We have regular staff meeting and I feel comfortable to approach management if there are any concerns,” “The management are so approachable anything I need.” And, “However since the new team came in things have greatly improved and the new manager is really approachable.”

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.

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 regularly reviewed the systems and processes to determine if improvements could be made.

The provider had systems in place to monitor and oversee the operation of the service and regularly held meetings with the management team to discuss risk and areas for improvement. Prior to the recent appointment of a new registered manager there has been a lack of stability of management and this had caused some deterioration in the operation of the service and poor staff morale. The management team had quickly identified this and acted swiftly to make improvements. They found the initial steps needed to make improvements had taken time, particularly as they recognised the need to appoint a competent manager and management team. However, in the interim the quality manager had worked in the service making positive changes and improvements. With the new management team in place the provider was confident the improvements would be sustained, and further positive enhancements would be made to the service. The new registered manager was fully aware of the previous issues and was committed to ensuring people always received safe care. There were arrangements in place to ensure data management systems were effective at maintaining the availability, integrity and confidentiality of data and records. Information was used to monitor and improve the quality of care. Clear business continuity plans were in place. Notifications were appropriately submitted to external organisations, including sending reports to us such as those about incidents, safeguarding matters changes to the manager.

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.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.