Bakers' Villas

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 80 (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 using the service described staff as deeply caring and trustworthy, with one person explaining, “I trust them with my life… the staff are all kind, caring and know what they are doing.” Another person who required full support said, “The staff are excellent, they are lovely, I couldn’t wish for better, they are like family.”

Relatives consistently shared that staff treated people with genuine kindness, compassion and dignity, often going out of their way to ensure comfort and emotional support. One family member said, “I have never seen one carer be disrespectful or uncaring,” describing the team as a small group who treated everyone like family. Another relative explained that carers were so gentle and considerate that their loved one, who had previously felt lonely, was now “happier than they had ever been.” Others highlighted the warmth and encouragement staff offered, saying carers always made sure people felt listened to and valued. These examples showed that kindness and empathy were embedded in everyday interactions, helping people feel safe, respected and emotionally supported.

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.

Staff consistently treated people as individuals, taking time to understand their personal preferences, routines, and what mattered most to them. People were supported in ways that reflected their strengths, abilities and unique needs. People described how staff always asked before doing anything, respected their choices, and adapted care around their likes and routines, with 1 person saying, “Staff always asked me what I want and do not touch anything without asking first.” Relatives also reported that care was tailored and flexible, explaining that their loved ones could choose how to spend their day, what they ate, and whether they joined activities, helping them feel recognised, valued and understood as individuals.

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

Staff consistently promoted people’s independence,choice and control, supporting them to make decisions about their daily routines,activities and care. People using the service described being able to choose where they ate, what they wore, and how they spent their day. One person told us they preferred to eat in their room and that staff respected this, saying, “I have all my meals in my room, my preference… the staff always ask me what I want.” Another person told us they felt fully supported, saying, “I go to my clubs 2 days a week… I really enjoy them.” Relatives also reported that staff encouraged independence sensitively, enabling people to do what they could while stepping in when needed, ensuring people retained autonomy and felt in control of their own lives.

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 consistently responded quickly and appropriately to people’s immediate needs, ensuring comfort, reassurance and timely action. People using the service described staff as highly attentive, 1 person told us, “I feel safe because I have a pendant alarm and staff always came if I need them,” this was even for unplanned support at night. Relatives echoed this, sharing examples of swift responses when health concerns arose, such as when staff promptly arranged GP visits, responded to falls, or acted immediately when someone appeared unwell. One family member described how “If [person] needed changing during the night, they [staff] always come quickly after speaking to [person] on the intercom,” highlighting the team’s reliability and compassion during moments of need. These examples demonstrated that staff understood people’s needs in the moment and acted without delay to ensure their safety and wellbeing.

The provider cared about and promoted the wellbeing of their staff, supporting and enabling them to deliver person centred care. Staff reported feeling valued, supported and confident in their roles, describing a positive culture where managers listened and encouraged open communication. Although no formal staff surveys had been completed, the registered manager and care manager maintained an open door policy; however, relying solely on this may have meant missing valuable feedback from staff who feel less confident raising concerns directly. One staff member told us, “I feel valued and supported at work,” noting regular thanks, good pay and Christmas bonuses. Staff also described strong teamwork and flexible working arrangements that helped them balance personal commitments. Regular training, supportive supervision and daily access to managers helped staff feel confident, safe to speak up and well equipped to deliver high quality care.