Flowers Manor

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

We assessed all of the quality statements for the well-led key question.

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 registered manager reported the provider had policies and procedures in place to ensure people are at the heart of everything the service does.

The registered manager said their vision was to provide the best place for people to live and to ensure that people were as involved in the running of the home as possible. They said they use 'golden outcomes' to support people to focus on goals that matter to them and to achieve them. The registered manager reported the vision was communicated to staff from recruitment and induction, through training and everyday contact with the staff team.

We received mixed feedback from staff about the support they received. Most staff told us they felt well supported by the management team. However, some staff raised concerns about the response of the registered manager when things in the service did not go well. Staff told us this made them worry about raising issues with the registered manager. We provided this feedback to the management team, who expressed a commitment to investigate all concerns raised by staff.

The service had systems in place to ensure management staff were working in line with expectations. The registered manager had regular reviews of their performance with a director of the organisation.

The service completed regular staff surveys to receive feedback. Actions were set following the most recent survey to improve communication. The staff noticeboard contained a poster setting out how they could raise any concerns and details of the whistleblowing policy.

The registered manager reported they were meeting with staff regularly, to empower them to speak up.

There were policies in place to ensure the provider met their legal obligations to staff and work towards a fair and inclusive culture. Staff were supported to complete equality and diversity training.

The registered manager reported they support staff to develop their skills. For example, employing staff with no previous experience and supporting them to gain formal qualifications.

The registered manager reported the governance systems ensured effective oversight of the service. They said there was good support from the directors, who had a good understanding of any issues in the service.

There were a series of quality assurance systems in place and clinical governance systems to review the performance of the service. Records demonstrated actions were taken on the findings of the various reviews.

The registered manager said they had established good relationships with health and social care professionals. They share records to help inform health professionals' clinical judgements.

Care records demonstrated the provider worked with a range of health professionals to improve support for people. Examples included sharing monitoring records where relevant to support health professionals to make informed clinical judgements.

A visiting health professional said the staff team work well together and support people to access relevant community health services.

Most people and relatives felt staff worked well together to ensure the service worked well for people.

The registered manager reported they work with health and social care professionals to ensure people are receiving the support they need and to improve outcomes for people.

The service had systems to review incidents and learn from them. Learning from incidents was shared across the provider's services.