Creative Support - Hampton Crescent

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 changed to 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, compassion and respect, and consistently upheld people’s privacy and dignity.

Without exception, people told us staff were caring. Feedback from people, relatives and provider-led surveys was overwhelmingly positive and demonstrated a deeply embedded, caring culture. Comments included, “I live my best life now. I have all the help I need. I can live safely and be independent. I am cared for,” “They are all kind to me,”and “All of them are kind and caring.”

Relatives provided consistently strong feedback about staff’s values and behaviours. Comments from relatives included, "The carers are absolutely amazing they are fabulous," and “Each and every one of them have something special about them. They care. They are kind, caring and very experienced. They go above and beyond. Yes, they definitely respect [person] and [their] dignity. They need gold medals.”

People valued the genuine relationships they had with staff, and relatives consistently told us staff excelled in their role. Comments included, “They treat [person] with respect and dignity. They are kind, they care” and “The staff are fantastic and go above and beyond.”

Staff received comprehensive training in maintaining privacy, dignity, and respectful care, which was clearly reflected in care plans and consistently demonstrated in practice. People were supported to exercise choice and control over their lives, staff respected their choices and encouraged people’s autonomy. Care plans captured people’s preferences while ensuring effective risk management and person-centred planning.

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.

The service had a strong and individualised approach to delivering care which resulted in improved wellbeing, engagement and quality of life for people using the service. We reviewed several examples of how staff had adapted their support and worked creatively to achieve positive outcomes for people. For example, staff worked closely with one person to reduce risks linked to their care while respecting and valuing this person’s relationships, by agreeing realistic goals and increasing support when circumstances changed. This led to improved health and greater independence.

Staff demonstrated an exceptional commitment to treating people as individuals, tailoring support to each person’s unique needs, abilities, and circumstances. Staff took account of people’s strengths and abilities when supporting them to make choices about their lives. For example, staff built on the relationship they had established with a person, promoting their interests and skills, which encouraged them to access the community and reconnect with meaningful activities.

People were supported by staff who knew them extremely well. Staff described how they felt their job was fulfilling. A staff member told us, "Caring for people it is rewarding for me, I see those people like my own family, I love the job."

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 care delivered at the service empowered people and led to measurable improvements in their independence, confidence and overall wellbeing.

In evidence reviewed as part of this assessment, we found strong examples of staff enabling people to regain independence in meaningful ways. For example, a person was supported to regain control of the management of their finances and shop independently. This resulted in increased confidence, improved independence and reduced support needs.

Another person was supported to maintain independence through simple but impactful interventions, such as sourcing cleaning equipment that was adapted to their needs. This enabled them to continue managing their own home, maintain dignity and avoid additional care costs.

Feedback from people gathered through provider led surveys indicated people consistently saying they felt supported to live independently with comments such as, “I can live safely and be independent” and “My life is so easy here with the support I have.”

Staff respected people’s preferences and worked flexibly to support their choices. Relatives told us staff were, “Always pleasant.”

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.

We found the service had a flexible approach which ensured people felt safe, reassured and consistently well supported.

There were robust examples of staff responding flexibly and compassionately to people’s complex and rapidly changing circumstances. For example, staff supported a person whose health had significantly deteriorated, including arranging for emergency packages of care, working with external professionals and adapting support quickly to meet changing needs. This contributed to significant improvements in health outcomes.

Staff also supported people beyond their immediate health needs, for example by supporting people to plan for significant life events. This showed a holistic, person-centred approach that promoted emotional wellbeing as well as physical health.

The registered manager showed us how they managed the service in a way that enabled timely adjustments to care, increased staffing when needed and working closely with external health professionals when required. This ensured people received immediate, compassionate support during periods of change in need.

External healthcare and commissioning professionals also described the service as highly responsive when needs changed or people required urgent support.Comments included, “From our perspective Creative Support continue to provide a person-centred service while working to meet the care needs of a range of individuals, including a number of more complex cases and circumstances.” Another healthcare professional said, “The service has been really good at meeting the needs of my service user so far, they have worked well with the outside support provider to meet the needs and to work collaboratively together.”

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

There was a stable and experienced staff team who knew people well and were committed to their roles. Staff described a positive working environment where they felt valued and worked well together. A staff member told us, “We are like a family.”

This positive culture translated into consistently high-quality care, reflected in feedback from people and relatives. A relative told us, “You couldn’t ask for any better carers.”

Staff gave us positive feedback about the support they received in their supervision, spot checks and the availability of management support, including out‑of‑hours. They described being listened to and felt able to ask for help when needed. This supportive approach contributed to staff continuity and stable relationships

The strong, supportive workforce environment enabled staff to build meaningful relationships with people and sustain the exceptionally caring culture observed across the service.