1.5 Describe the impact of the culture of an organisation on service provision

This guide will help you answer 1.5 Describe the impact of the culture of an organisation on service provision.

The culture of an organisation can shape every part of its service provision. Whether culture is positive or negative, it affects the way staff work, how people using services feel, and the overall quality and safety of care. Understanding this impact helps you see why culture matters so much in health and social care.

Quality of Care

A positive culture encourages high standards. When staff share common values such as respect, compassion and dignity, these values are shown in the way they treat people.

• Service users receive care that is safe and person-centred
• Individual needs, choices and preferences are recognised and supported
• Mistakes are less frequent, and quick action is taken when things go wrong

In settings with poor culture, care may become task-driven rather than person-focused. Service users might not feel listened to, and their needs might be missed or ignored.

Staff Attitudes and Behaviour

Culture shapes how staff behave every day. In a healthy workplace, staff are motivated and proud of their roles.

• Kindness and cooperation are seen between team members
• Staff are willing to go the extra mile for service users and colleagues
• Communication is open, honest and supportive

In a negative culture, staff morale drops. You might see:

• High levels of stress, sickness and staff turnover
• Poor communication or even bullying
• Staff working “by the book” without thinking about what is best for each person

This quickly affects the overall experience for people using services.

Service User Experience

The experience for service users is often a direct reflection of the working culture.

In a positive culture:

• People feel welcomed, comfortable, and valued
• Their feedback is encouraged and taken seriously
• There is a strong sense of trust between staff and service users

In a negative culture:

• Service users may feel anxious, ignored or powerless
• Complaints are common and rarely resolved well
• People might not feel safe or respected

Teamwork and Collaboration

Positive culture supports teamwork. Staff share knowledge, help each other and work towards shared goals.

• Teams solve problems cooperatively
• New staff are supported and included
• Roles and responsibilities are understood, reducing confusion

Poor culture breaks down teamwork. Staff may avoid helping each other, leading to mistakes or delays in care.

Safety and Safeguarding

A healthy culture puts safety first. Staff work together to spot risks and report concerns. No one fears blame for raising a problem.

• Safeguarding policies are known and followed
• Incidents and near-misses are learned from, not hidden
• People using services trust staff to protect them

In a poor culture, problems may be covered up. Safeguarding failures are more likely, putting people at risk.

Professional Development

Culture affects how much staff can learn and grow.

• Positive culture encourages training, reflection, and personal growth
• New ideas are welcomed and discussed
• Staff are supported to achieve qualifications and develop their skills

In a negative culture, learning is ignored. Staff lack confidence or feel overlooked, leading to poor care and missed opportunities.

Adaptability and Improvement

Organisations with healthy cultures are better at responding to change.

• Staff accept new ways of working and adapt quickly
• Everyone looks for ways to improve
• Mistakes and challenges are openly discussed and used as lessons

Where culture is negative, staff may resist change, making improvement difficult.

Compliance with Laws and Standards

A positive culture helps the organisation meet legal and regulatory requirements.

• Policies, procedures, and ethical standards are respected
• CQC and other regulators see good practice during inspection
• Risk of fines, enforcement action, or reputation damage is reduced

In negative cultures, people may cut corners, ignore policies, or break the law, leading to serious consequences.

Retention and Recruitment

Workplaces with a strong, positive culture attract new staff and keep good employees.

• Word of mouth spreads good news and encourages applications
• Low staff turnover means experienced staff stay longer
• Recruitment costs go down, and continuity of care improves

In poor cultures, high turnover disrupts care and adds costs.

Final Thoughts

The impact of organisational culture on service provision is wide-reaching:

• Positive culture leads to safer, higher quality, and more person-centred care.
• Staff feel valued, supported, and motivated.
• Service users have better experiences and outcomes.
• Negative culture increases risks, raises complaints, lowers staff morale, and reduces care quality.

By recognising the effects of culture, you can see how important your own actions and attitudes are each day. Each person contributes to building a better organisation and better care for all.