Creative Support - Willowtree 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 service 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.

The provider was previously in breach of the legal regulation in relation to governance. Improvements were found at this assessment and the provider was no longer in breach of this regulation.

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. Leaders created a shared direction that made sure each individual person was at the centre of their support when decisions about their lives were being made. Closed culture risks were identified, assessed and mitigated. There was a stable staff group who practiced an open, respectful and friendly culture.

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. The registered manager led the service through example, they did so with integrity, openness and honesty. They had the skills and knowledge to manage situations and sought guidance and support from other managers and teams within their organisation. They involved people and staff to explore people’s needs and aspirations to ensure they had a deep understanding of needs. One relative told us, “The manager is absolutely good. They are well respected by the staff who have nominated her for a managers award. The manager is available when I need to speak to them. It seems a happy well-run ship.” The ethos, values, attitudes and behaviours of leaders and care staff ensured people lead confident, inclusive and empowered lives. People were treated with respect and dignity and staff treated people as equals.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Leaders proactively engaged in conversations with people and those important to them about their understanding of their human rights. One person and staff told us how they would raise concerns with the manager and felt confident they would be listened to. Staff had information they needed to raise concerns without fear of reprisal and were confident their concerns would be dealt with.

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. The registered manager did not tolerate any form of discrimination and took action to prevent and resolve any situations that arose.

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 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. Leaders had worked with people, their representatives and staff to build a culture that focused on enabling people to enjoy their lives.

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. The model of care was in line with current best practice guidance right support, right care, right culture. Leaders worked with people, their representatives and staff to build a culture that focused on enabling people to enjoy a full life.