Ampersand

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• 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 key question of well led continues to be rated requires improvement. The service had made improvements, and the quality statement ‘Governance, Management and Sustainability’ has been assessed as good. There were now effective systems in place to monitor the quality of the service, identify shortfalls and make changes to improve the service.

This service scored 54 (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.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

There were now effective systems in place to monitor the quality of the service. The registered manager completed regular checks and audits on all areas of the service, the audits had identified shortfalls and action plans had been put in place to rectify the shortfalls. There was evidence during our onsite assessment of improvements being undertaken to the environment including new flooring, which had been identified during an audit. There was an overall action plan in place to show the improvements made and those which continued to be needed. The management team had better oversight of the service, they were open and transparent when things went wrong. The provider had developed a new management team who were being supported to make improvements and develop the staff team.

Staff told us the new management team were supportive and making improvements to the service. A staff member told us, "The managers address concerns effectively. When I have concerns I’m struggling with for example staffing or peoples needs. I will bring it up with the managers and we find solutions together. They are quite easy to talk to. They are willing to help." Another staff member told us, "A lot of change is happening to improve the home. The managers and the owner are doing their best to make it better. We can talk to the managers anytime we need support. They are approachable and easy to talk to. I have no problems with them." Another told us, "I feel supported. If I don’t feel comfortable in any area they give me support. They follow things through. Even when you have issues outside of work, they support you." The registered manager understood their role to support staff and make improvements to the quality of the service.

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.