The Old Post Office Residential Home

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 as 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 90 (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. There was a strong, caring culture where people were valued as individuals and meaningful relationships had been developed between people and staff.

People consistently described experiencing genuine warmth and compassion from staff. We reviewed feedback from people using the service. One person thanked staff for the support they received, stating, "Thank you so much for your special care and love. It's so lovely living here, you have made such a difference in my life. You have made me feel happy and secure. I don't just feel cared for, I feel loved." This demonstrated the significant and positive impact staff had on the person's emotional wellbeing and sense of security.

Relatives consistently shared examples of how staff treated people with kindness, dignity and respect. One relative described the significant improvements they had seen since their family member moved into the home, explaining how their communication and mobility had improved. They told us, "[My family member] has settled in wonderfully. Their vocal ability has improved. They have a wonderful time. Staff are delightful and attentive." As a result, the person was better able to communicate their wishes, make informed choices, and influence decisions about their care and daily life. Increased confidence and independence enabled them to engage more meaningfully with others and participate in activities and experiences important to them. Another relative said, "All the staff are definitely kind and caring." We also reviewed recent feedback from relatives, which included, "We could not have wished for a better home for [person's name]."

People were supported to maintain important relationships and celebrate events that were meaningful to them. Individual achievements were recognised and celebrated throughout the service, creating a culture where people were encouraged to flourish. Staff shared numerous examples of supporting people to achieve personal goals and participate in new experiences. One staff member described supporting a person and their relative to celebrate an important traditional day together, explaining, "[Person's relative] came to the home to celebrate [traditional day], this was the first time they had been able to do this. It was such a moving day." The person's relative also spoke about the occasion and the positive impact it had on them and their family. This demonstrated how staff went beyond meeting people's care needs by recognising and supporting what was important to people and those closest to them.

The provider treated people as individuals and was exceptional in ensuring care, support, and treatment consistently reflected people's needs, preferences, and aspirations. Staff recognised and celebrated people's strengths, abilities, interests, and life experiences, using this knowledge to deliver highly personalised support that enabled people to achieve positive outcomes and lead fulfilling lives.

Relatives consistently described the caring and personalised approach taken by staff. One relative told us, "[My family member] is treated with respect and dignity. We can tell staff treat them like one of their own family." Another relative said, "[My family member] can have anything they want." These comments reflected a culture where people remained at the centre of decisions about their care, support, and daily lives, and where staff consistently sought to understand what mattered most to them.

Relatives gave numerous examples of the significant impact this approach had on people's wellbeing and quality of life. One relative described how staff consistently went above and beyond when supporting their family member. They explained how staff facilitated a wide range of meaningful activities based on the person's interests, including trips to the seaside, canal boat experiences, and regular opportunities to access the local community. Another relative described the barriers their family member experienced when using public transport and the innovative approaches staff used to build the person's confidence and enable them to travel safely. These highly personalised approaches enabled people to overcome barriers, pursue interests important to them, and achieve greater independence. As a result, people developed confidence, expanded their social networks, increased their involvement in the local community, and enjoyed opportunities that enriched their lives and enhanced their sense of purpose, belonging, and wellbeing.

This commitment to achieving outcomes which mattered to people extended beyond social opportunities and experiences. One relative told us how staff had successfully encouraged a person to broaden their diet, leading to positive outcomes for their health and wellbeing. They told us, "[My family member] would not eat fruit, but now they enjoy different fruits." This demonstrated staff's determination to understand people's preferences whilst supporting them to make meaningful changes that improved their health, wellbeing, and overall quality of life.

Staff demonstrated an exceptional understanding of people's individual needs, aspirations, and the factors important to maintaining their wellbeing. A relative described how staff advocated on behalf of a person whose health needs presented challenges to a hobby they greatly valued. Staff explained how they were working collaboratively with health professionals to explore ways of enabling the person to continue participating in the activity. Staff also recognised early indicators that a person may be at risk of having an epileptic seizure and implemented personalised measures to reduce risks whilst promoting independence. Following seizures, staff provided tailored support, closely monitored the person's recovery, and adapted care to reflect their changing needs.

These examples demonstrated a responsive and person-centred culture where staff were committed to removing barriers and helping people live the lives they chose. Rather than focusing solely on meeting care needs, staff consistently sought opportunities to maximise people's independence, maintain valued interests and relationships, and enable them to achieve outcomes that mattered to them. This resulted in improved wellbeing, increased confidence, greater independence, and enriched lives for the people living at the service.

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

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff consistently described a highly supportive and compassionate culture where their wellbeing was prioritised. One staff member told us how, during a period of significant personal bereavement, leaders and colleagues provided practical and emotional support which helped them through an extremely difficult time. This included flexible arrangements to enable them to take time away from work and ongoing support on their return. The staff member described being deeply moved by the gestures of kindness shown by their colleagues and said, "I just wanted to share how grateful I am to be part of a special team." They explained that the support they received had a lasting positive impact on their wellbeing.

Staff spoke positively about the culture created by leaders and the support they received from colleagues. One staff member told us, "I have rarely, if ever, seen such a strong, committed and happy team. I value every single one of them." Another said, "The management are so very supportive and approachable; it's clear they value all of us."

Staff also told us they were actively encouraged to develop professionally. Staff described receiving encouragement and support to undertake qualifications and expand their skills and knowledge. This helped staff feel valued and enabled them to progress in their roles.

Leaders recognised and celebrated staff achievements through a range of initiatives, including recognition events and incentive schemes. Staff told us this contributed to a positive culture where people felt appreciated for their contributions. The consistent feedback we received demonstrated a workforce that felt valued, supported and enabled to thrive, reflecting a culture which put staff wellbeing at its heart.