My Way Support CIC

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated outstanding.

This meant people were truly respected and valued as individuals; and empowered

as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People consistently told us they felt emotionally safe and respected because of the provider’s ethos of kindness and dignity. This sense of security gave people confidence to do things they had previously felt anxious about, such as cooking and attending medical appointments. Staff provided calm, consistent support and reassurance, which helped reduce anxiety and build trust. One person said, “I like it here, I feel safe and the staff make me feel happy.” One relative told us their family member had “grown in confidence” and was now able to engage in meaningful activities, reflecting the impact of emotional safety on people’s wellbeing and independence.

Staff spoke about people with genuine warmth and respect, taking visible pride in their achievements. During visits to people’s homes, we saw people were relaxed, comfortable and confident when requesting assistance. Communication between staff and people was calm, inclusive, and tailored to individuals’ preferences. Staff used Makaton, picture cards and a range of other communication tools in a natural, unobtrusive way, helping to ensure everyone could express themselves clearly and be fully understood. This consistent use of accessible communication supported people to share their choices, feelings and needs with confidence.

Care plans reflected people’s preferences and life choices, and reviews were conducted collaboratively to ensure their voices remained central. Staff used their knowledge and experience to provide care which was both compassionate and empowering. People were fully involved in their support, and relatives praised the team’s dedication, saying, “Their care has made a real difference to [name] wellbeing.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care planning emphasised people’s unique strengths and needs and was coproduced with people and their representatives. Relatives of people using the service consistently described staff as warm, empathetic, and attentive. One person told us, “We are all 1 big family.” Staff told us they enjoyed working with people and cared about them. Bedrooms were highly personalised; no bedrooms looked the same. Each bedroom represented each person as they had input into the decoration of their rooms. People continued to make changes to their rooms and were supported to regularly update their rooms based on their personal preferences.

The provider was in the process of purchasing a new property for some people to move into. People had visited the new house several times, chosen colour schemes for shared areas and their own bedrooms, and contributed ideas for how they would like the garden to be designed. Staff used printed images of the new property to support conversations, helping people explore their preferences and discuss any worries. This proactive, inclusive approach has reduced anxieties about moving, enabled people to make informed choices about what mattered to them, and promoted a strong sense of empowerment, inclusion and personal control. People we spoke with told us, “I am moving house in a couple of weeks, and I am really excited to decorate my new room”, and “I have been to see the new house and I like it, I am moving with my friends”. Staff fed back how supporting people and working with them was the best role they had ever had. Staff told us, “The best time is when I come to work” and “[Name] is teaching me to play Sudoku, I have a long way go to be as good as [name]”.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments. The registered manager told us, “We are not risk averse, we support people to do the activities they want to do safely.” Relatives spoke passionately about the difference the service had made to their loved ones, including being able to actively engage with their own care and the wider community such as personal relationships. This included understanding the importance of relationships people wanted to pursue. Where this had been a risk for people, staff had dedicated time and expert knowledge to ensure people were safe, informed and comfortable with personal relationships. Staff understood and empowered people to ensure they had equity in experiencing the same things as other people. One relative told us, “I truly believe that the care and encouragement the staff have given [name] has given me my [relative] back. The support they have received from the team has made such a difference.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The provider placed strong emphasis on developing practical life skills. People were encouraged and supported to cook, manage household tasks, and manage personal hygiene. People were supported to have maximum choice and control over their lives, with staff providing support in the least restrictive and most enabling way possible. The service promoted a strong culture of independence and empowerment, ensuring people made their own decisions and were actively involved in all aspects of their care.

Care plans identified what people could do for themselves and what they may need support with from staff. Staff understood the importance of promoting people’s independence and worked with them to encourage choice and control. People confirmed staff supported them in a kind and balanced way, prompting them to do things for themselves. This empowered people to take control of their own lives. House meetings were designed to ensure people’s opinions were recognised and valued.

A staff member said, “I encourage people to do as much as they can on their own, such as washing, dressing, or eating. I only step in to help when they truly need support and always give them time to try first. This approach helps them stay confident and maintain their independence.” People were empowered to live life in the way they wanted and take positive risks which were meaningful to them.

Staff worked with people to support them in taking pride in their achievements, learn new skills and pursue hobbies and interests that were life affirming and improved people’s self-belief. For example, after successfully and easily climbing Pen Y Fan in 2023, 1 person wanted to try another challenge. They looked at many options and was shown pictures of the climb to Snowdon. They chose to climb the Llanberris Path to the summit of Snowdon with 2 of their housemates and they successfully achieved this climb in September 2024.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff recognised the different ways in which people communicated their discomfort, pain or distress. People’s care plans included detailed information about people’s health and wellbeing needs and provided guidance to staff on how to recognise when a person may be unwell or required healthcare professional input. Staff were supported by detailed Positive Behaviour Support (PBS) care plans and a PBS policy which provided guidance and direction to anticipate and respond to people’s anxieties and signs of distress. Care plans contained detailed information to ensure staff could respond. For example, 1 person’s support plan included instructions such as ‘reassure, use quiet voice and calm’. This meant people were able to develop their confidence when experiencing new situations because they knew they would receive immediate support if they became anxious. One staff member told us “[Name] can get distressed very quickly, so it’s really important we step in as soon as possible to reassure them. That way we can support their wellbeing and enable them to do the things important to them which we plan with them”.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider placed a strong emphasis on supporting staff mental health and wellbeing. Employees reported having access to external counselling services, flexible working hours, and an open‑door culture that encouraged them to raise concerns early. Staff described practical support to maintain a healthy work–life balance, a dedicated wellbeing helpline, and regular stress‑debrief sessions following challenging incidents. Together, these measures contributed to staff feeling valued and well supported in their roles.

The registered manager demonstrated a sustained and genuine commitment to staff wellbeing. There was a clear recognition that staff who felt supported, valued, and cared for were better able to provide compassionate and consistent care to people. Staff told us the culture within the service was positive, open, and supportive. Staff felt empowered and passionate about their roles, and many expressed a sense of pride and appreciation for the recognition they received. The service recognised and valued staff contributions through nominations and awards. A staff member said, “I feel well supported and valued, much more than any other services I have worked in. I get huge support from my manager and team.” Another said, “The registered manager and provider support my well-being as a staff member by being approachable, supportive and always available to listen.” Staff feedback was consistently very positive. A staff member told us, “I feel staff are very cared for”. Another added, “In the past I have gone to the manager with a personal issue, and they have been really accommodating, and set things up that have helped.”