Vision and strategy: inadequate

W1. Is there a clear vision and credible strategy to deliver high-quality care and support, and promote a positive culture that is person-centred, open, inclusive and empowering, which achieves good outcomes for people?

Characteristics of services we would rate as inadequate in this area

People say that the service is not well-led. There is no credible statement of vision and values, and staff are not aware of or do not understand them. Leaders are out of touch with what is happening in the service. There are low levels of staff satisfaction, and high levels of stress and work overload. Leaders and others may be defensive.

The leadership of the service does not understand the importance of adopting an equality, diversity and human rights approach and people's needs are frequently overlooked because difference is not understood and acknowledged.

Leadership can be weak, inconsistent, top-down or overbearing. Any strategy is not underpinned by shared and realistic objectives. Staff do not feel listened to, respected, valued or supported. There may be evidence of bullying and discrimination. Staff do not feel able to be open when things go wrong.

Reporting of incidents, risks, issues and concerns is unreliable or inconsistent, and may be discouraged. People, their families and staff are not told about incidents, or how the service has responded to them.

There are high levels of workforce bullying, harassment, discrimination or violence, and the organisation is not taking adequate action to reduce this.