Harley House Supported Living Ltd

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 service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. This is the first inspection for this newly registered service. This key question 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.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service 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. The provider’s organisational values were in alignment with CQC’s ‘Right support, right care, right culture’ guidance. The registered manager told us they sought to provide, “The correct bespoke support we have been commissioned for, but more importantly, that the people we support deserve to have.”

The service 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. There was a new management team in post, who were aware of issues and priorities within the service, and were working towards improvements and changes to systems and processes. This included new digital systems to enhance oversight and analysis.

The service fostered a positive culture where people felt they could speak up and their voice would be heard. A staff member told us, “If I have concerns, I can openly talk to the management as we have an open-door policy.” There was regular engagement with people and their representatives and a strong focus on supporting people to thrive, develop skills, have new experiences and live the life they choose.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. This included a recent ‘culture day’ celebration for staff and people using the service, to learn about different cultural traditions and foster awareness and understanding.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. However, some systems and processes required further development, for example the auditing of staff recruitment files. Leaders were already aware of this, and there were several planned changes and improvements which had not yet been implemented or embedded at the time of our assessment.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement. Professionals confirmed the service worked with them to develop and improve care, and told us they would recommend it to others. A relative told us, “There is a good working relationship between the parents and management. I believe it is well-led.”

The service 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. A continuous improvement plan was in place for the service to help achieve this goal.