Castle Bank Care Home

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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

This key question was previously rated good. This key question remains good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

Quality assurance systems were effective. The registered manager demonstrated a sound oversight of all aspects of the organisation. They were responsive to feedback during the inspection.

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.

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.

Staff felt they could raise any issues with the registered manager. They knew they would be listened to and fair, prompt action would follow. The culture was an open, positive one where comments, queries and concerns were reflected. The registered manager was responsive to our feedback, and that of other stakeholders.

Policies, procedures and systems in place supported people and staff to speak up if they needed. Through frequent meetings, the registered manager created more opportunities for staff and people to share feedback in response to earlier suggestions. The registered manager worked openly with a range of external professionals.

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.

The registered manager and leadership team shared governance and auditing responsibilities effectively. Leadership presence on site was strong and there was always additional support needed if required.

The provider was using an electronic records system and the medicines aspect of it was still relatively new. The registered manager recognised the opportunities it presented in terms of improved real-time monitoring and regular auditing but had yet to explore its full potential. They were proactive and keen to use the system to make care safer and more effective.

People, relatives and external professionals had confidence in the leadership at the service.

The provider linked in well with local forums and stakeholders. External professionals confirmed the provider worked well with them. They said the provider shared necessary information readily and promptly when it was needed. This meant the provider reduced the risk of becoming a closed culture and maintained positive links with local services. Staff likewise worked well with other professionals when needed, utilising their detailed knowledge of people’s needs.

Feedback from external professionals we spoke with was consistently positive.

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.