is the Development Director at the National Care Association and a Residential
Forum member. Her career in social care began over thirty years ago
as a practitioner providing social care. Here she reflects on what the well-led
care home looks like.
For those of you who do not know, hopefully not many…
By ‘well-led’ the CQC means that the leadership, management and
governance of the organisation assures the delivery of high-quality care for
patients, supports learning and innovation and promotes an open and fair
The most important element of this statement is ‘an open and fair
culture’, without which the rest will not happen.
Culture exists whether you deliberately create it or not. It is
experienced as a feeling and seen in the actions of staff. When people meet
leaders or the team, they will be able to feel the culture, see it in action and
it will be the first and lasting impression of your service.
What does your culture say about your service? Could it be better?
Ask yourself these questions:
What do your people spend their time and energy on?
Do they work in self-interest or the interest of
the collective good?
What is the speed and efficiency at which things
How do staff interact with each other, communicate
and make decisions?
Do your staff have capacity to adapt to change?
Is your culture by design or by default?
If you are leading well, then you will have a culture that you have
A wise leader’s culture
- Leaders who spend their time promoting behaviours that will meet the
- Staff who understand the service/ business objectives and how their day
to day behaviour at work supports the achievement of those objectives
- All staff working in alignment towards the same performance objectives
- Staff who work well together across teams and not in silos
- Reward and recognition that is team based and around achievement of
- Knowledge shared freely and is not used for power or control purposes
- Staff who take responsibility for their actions when things go wrong and
do not blame others
- Staff who welcome new ideas and changes without resistance and thinking
the old way is better
To design your desired culture, you must first look at your leadership
For me, there are five fundamental leadership behaviours which will
support you to achieve a wise leader’s culture.
communicate purpose and outcomes
Make complex issues
contribution of every individual
Be accountable and
for the team
So, intentionally design the culture that represents your service. Make your leadership behaviours the norm in
your service. As your people are your greatest asset, expect them to follow
your leadership behaviours. These become
the organisational behaviours, the normal way you do things every day, which should
all align to deliver a well-led service.
Let the Residential Forum know your thoughts about being a well-led
#carehome http://www.residentialforum.com/ and feel free to comment through this blog site