Redstacks

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (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.

Staff consistently demonstrated exceptional kindness and compassion, and treated people with dignity in every interaction. People and relatives repeatedly described the culture as “Exemplary” and “Outstanding care”. They praised staff for being warm, respectful and attentive. Staff were seen engaging sensitively with people during personal care and ensuring their privacy and comfort. A relative said, “I do not worry at all because [Name] is in a safe and well‑cared for home where the staff engage with her very well.” Another relative described the service as, “A model care home which others should replicate.” Staff demonstrated exceptional warmth, respect and attentiveness in every interaction. People received personalised, dignified support even during sensitive moments. The calm, unhurried atmosphere reflected a deeply caring culture.

Staff had a good understanding of people’s preferred communication styles and used reassurance, explanation and pacing to help people understand what was happening.

Relatives said staff respected their family members’ dignity and preferences. One commented, “They always ask [Name] what they want, even when they need a bit more help these days.” Another relative described Redstacks as providing, “Absolutely great care” and said they could “Think of nothing to change.” They explained that staff knew both the physical and emotional needs of their family member and responded accordingly.

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

The service recognised and celebrated people as individuals, tailoring support around their preferences, histories and personalities. People’s rooms were personalised with meaningful belongings and staff knew people extremely well, including their routines, hobbies, and family relationships. One relative said, “They know what [Name] likes and what they need before [Name] asks.”

Staff used personalised approaches, such as adapting communication to suit people’s sensory needs, supporting people who preferred to stay in their rooms, and enabling meaningful contact with family, including daily video calls for an individual whose daughter lived abroad. Staff demonstrated an awareness of people’s cultural and social backgrounds, ensuring people were cared for in ways that felt familiar, comforting and respectful.

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

People were supported to maintain maximum independence and choice, appropriate to their needs and abilities. Staff encouraged people to make everyday decisions about meals, where to spend time and how they wished to structure their day. One person was supported to self‑propel their wheelchair and move independently around the home, with staff offering assistance only when needed. Staff consistently asked for consent, explained options and facilitated choice even for people with limited verbal communication. People were supported with adaptive equipment, quiet environments during meals when this was safer, and tailored support for decision‑making.

Staff helped people stay engaged in familiar pastimes, such as reading newspapers, gardening or playing dominoes, with support adapted to people’s individual abilities. Relatives explained how staff always tried to involve their loved ones. Comments included, “They encourage [Name] even though they have declined significantly” and “They do try to engage [Name] in activities, even if they prefer to stay in bed.”

The provider was exceptional in how they 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 responded promptly and proactively to people’s immediate needs. Observations showed staff noticed subtle non‑verbal cues, such as discomfort, distress or changes in behaviour, and took early action. For example, repositioning a person to aid comfort, and noticing when a person became distressed because they could not hear. Staff responded immediately and adapted communication to maintain the person’s dignity and comfort. Staff offered reassurance and gentle explanations that kept people calm and secure. The environment was calm and people were able to receive help without waiting. Staff also adapted support on the spot, such as adjusting meals, providing alternative utensils, and ensuring safety when mobility fluctuated. A relative told us, “All the staff are extremely accommodating; nothing is too much trouble.” Staff availability and flexibility meant people received care and support at the time they needed it, without waiting. This enabled people to live their lives as they wished.

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

Staff described a supportive, close‑knit team where they felt valued, listened to and well supported. A staff member explained, “[The registered manager] and [the deputy manager] always help out.” Another explained, “We have close-knit relationships, we all get on well. [People] get the best care.” New staff were nurtured through shadowing, mentoring and a gradual introduction to responsibilities, while experienced staff received regular supervision, approachable management support and opportunities for further training. This positive culture directly benefitted people’s care. Staff spoke about having time to build relationships and deliver truly personalised support.