During an assessment under our new approach
Date of assessment: 25 November to 11 December 2025. The service is a care at home service providing support to adults of all ages. Some people may be living with dementia, mental health conditions and physical disabilities.
Safety was prioritised through proactive systems and a strong learning culture. Staff demonstrated exceptional vigilance and professionalism, ensuring people were protected from harm. Robust safeguarding, detailed risk assessments, and innovative solutions were in place. This included high-risk alerts and countersigning medication changes. These examples showcased a commitment to excellence. People told us they felt completely safe and supported, and staff described a warm and positive culture.
People received support that was safe, effective, and compassionate, delivered by a team that was motivated, skilled, and committed to excellence. The provider’s focus on innovation, learning, and partnership working ensured people experienced care that was exceptional.
Assessments were holistic, dynamic, and deeply person-centred, ensuring care remained relevant and proactive. Evidence-based practice was embedded throughout, supported by digital systems and multidisciplinary collaboration. People consistently achieved outcomes that went beyond expectations, such as maintaining independence, preventing hospital admissions, and improving emotional wellbeing. Feedback described the service as “Exceptional and distinctive.”
The service exceled in treating people with dignity, compassion, and respect. Staff described how they went above and beyond to make people feel valued and empowered. Care was highly personalised and promoted independence and emotional wellbeing. People described staff as “like friends” and said they would “definitely recommend” the service. Families praised carers for their kindness and commitment, sharing examples of staff attending funerals and providing comfort during difficult times. This culture of kindness and respect was embedded across the organisation.
Care was flexible, person-centred, and tailored to individual needs. Staff responded promptly and adapted to changes, ensuring people’s preferences and communication needs were met. Continuity of care was prioritised, and people felt listened to and involved in decisions. Complaints were rare, but resolved quickly. Planning for future needs, including end-of-life care, was handled with sensitivity and respect.
Leadership was exceptional and visionary. Leaders inspired a culture of openness, inclusion, and continuous improvement. Governance systems were robust and innovative, using real-time digital dashboards and quality improvement plans to maintain high standards. Workforce wellbeing was prioritised, and staff felt proud and empowered, saying, “We are so well trained, we don’t compromise on quality.” The provider demonstrated strong leadership, influencing workforce development and challenging negative perceptions of care through community engagement and education initiatives.