Redlands House

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 demonstrated the provider’s values, which were displayed within the home, and people’s feedback confirmed these were consistently delivered.

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. We received consistently positive feedback on the management team. People told us they were knowledgeable, compassionate, capable, visible and supportive. We observed this during our assessment site visit, and they demonstrated an open and receptive approach to our feedback demonstrating a willingness to improve.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard; staff consistently told us this. Staff told us morale was high in the service and that they felt comfortable in raising concerns or suggestions due to a positive culture where their opinions were heard, valued and considered. One staff member said of the management team, “They are very easy to talk to, will not judge and they listen to what is said. They are very supportive and understanding.”

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. Staff told us they were treated fairly and that their wellbeing was considered.

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. The management team understood their regulatory responsibilities and there were clear communication systems in place regarding risk and improvements. For example, a business continuity plan was in place for staff to follow in the event of any adverse safety incidents and reflective practice was used when accidents occurred.

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. The health and social care professionals who worked with the service told us staff worked collaboratively with them with the aim to ensure people received the safest and most appropriate care; records confirmed this and people’s relatives told us so. One professional said, “All staff work collaboratively with other professionals, including myself. This is evident when we work together to progress patient’s goals with carers actively assisting and continuing to engage patients in specific activities to maximise the effectiveness of their therapy.”

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. The service had a robust quality assurance system in place that had been effective at ensuring people received safe, effective and compassionate care that met their needs. They also understood the importance of engaging in research projects and pilots to influence best practice and ensure the people they supported received the best care possible.