50 Vassall Road

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.

Feedback from people, relatives, and healthcare professionals was overwhelmingly positive about life at Vassall Road. People told us they enjoyed living at the service and valued the support they received from staff. It was evident that people had developed strong and meaningful relationships with one another, having lived together for many years. During our visit, we observed examples of kindness and friendship between people. For example, it was one person's birthday, and another person had independently chosen to buy them a card and a small gift, demonstrating the genuine bonds that existed within the home.

A relative also spoke highly of the service and the positive relationships people had with both staff and their fellow residents. They told us, “(Name of person) loves the staff and residents who he has been with for many years, and I do hope they stay together forever. I am so thankful.”

Professionals consistently praised the caring and supportive culture within the service. One visiting professional told us, “My experience of visiting Vassall Road is very positive; staff respond in a caring and dignified way to everyone's daily life and support there changing needs as appropriate. A lovely home, as shown in the happiness of all that live there.” Another professional said, “All staff at Vassall Road have treated people with the utmost respect, care, compassion and have an in-depth knowledge of individuals’ needs. People are well cared for.” A further professional commented, “I would wholeheartedly say that all that live at Vassall Road are happy, supported and well cared for. It really is like a home from home.”

Our observations supported this feedback. People appeared relaxed, comfortable, and happy in the presence of staff, demonstrating positive and trusting relationships. Interactions were warm, respectful, with staff taking time to talk with people, listen to them, and participate in activities together. There was a welcoming and inclusive atmosphere throughout the home, where people were treated with kindness, dignity, and compassion. The service had developed a genuine sense of community, contributing positively to people's wellbeing and quality of life.

People were treated as individuals and their privacy and dignity were respected. People moved freely around their home. They could access their bedrooms when they wanted to with no restrictions imposed on them. Staff spoke about people showing knowledge of each person’s preferences and interests. It was evident they knew people well and had built positive relationships.

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 spoke knowledgeably about the people they supported and were able to describe each person's individual preferences, interests, routines, and support needs. It was evident that staff knew people well and had taken the time to build meaningful and positive relationships with them. This enabled staff to provide personalised support that reflected people's wishes and helped them maintain their identity and independence. A health professional told us, “The support worker had a warm relationship with the resident and knew their likes and dislikes well.” This was echoed by all professionals that provided feedback during the assessment.

Our observations showed that staff supported people in a manner that preserved their dignity, encouraged choice, and recognised their individuality. This person-centred approach helped people feel valued, listened to, and respected.

Care plans contained detailed, and accurate information, and were meaningful and person-centred. People’s preferred ways of communicating, their interests, emotional and spiritual wellbeing, and physical health needs were captured both in their care plans and daily records.

We observed people’s bedrooms contained personal belongings, photographs, and items of importance to them. Rooms were decorated in line with individuals’ tastes and preferences, reflecting their personalities and helping to create a sense of comfort and familiarity. A member of staff described to us how they had supported a person to purchase items for their bedroom. They were positive on how this had enhanced the person’s personal space.

People had ‘key workers’ and staff were able to use their knowledge of each person to deliver support that helped people feel valued, respected, and understood.

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

Care plans clearly identified each person’s strengths, abilities, and the areas where they required support. This ensured staff understood how to provide care in a way that promoted independence and encouraged people to remain actively involved in their daily lives. Staff consistently supported people to do as much as possible for themselves.

There were positive examples of how people were supported to develop and maintain their independence. People enjoyed helping with household tasks and regularly assisted in the kitchen by emptying the dishwasher, helping with meal preparation, disposing of the recycling, and taking part in their laundry routine and other domestic chores. One person told us they enjoyed helping in the kitchen with cooking, whilst another person told us they did not like cooking meals but would help with baking cakes. People told us they were involved in the weekly menu planning. One person was helping a member of staff in the garden, they said they liked gardening. This demonstrated a commitment to promoting people's skills, confidence, and autonomy.

People were supported to maintain meaningful relationships with family members and friends, helping them to stay connected to those who were important to them. Staff recognised the value of these relationships and encouraged regular contact and visits where appropriate. One person told us they regularly visited a friend that lived in another service operated by Milestones Trust. Another person told us they regularly visited their sister.

People were also supported to access and participate in activities within their local community. Opportunities were tailored to individual interests and preferences, helping people to remain socially engaged and lead fulfilling lives. For example, some people attended a day centre where they were able to socialise with peers and take part in a range of structured activities. This support helped to reduce social isolation, promote wellbeing, and ensure people remained active members of their community.

People spoke positively about the range of activities including planning a trip to the beach and a visit to Longleat. It was evident that people were supported to make choices on where they wanted to go alongside their regular planned activities.

These examples demonstrated a person-centred approach to care, where people were encouraged to develop their independence, maintain important relationships, and pursue activities that were meaningful to them.

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 were familiar with people’s needs, behaviours, and preferences. They recognised changes in people’s circumstances and responded promptly by providing the appropriate care and support or escalating concerns to other professionals.

We observed staff being attentive and responding to people when they needed support. Staff recognised the different ways in which people communicated discomfort or distress, including both verbal and non-verbal cues.For example, 1 person clearly indicated using nonverbal communication that they wanted to go for a walk by taking a member of staff to the door. This activity was accommodated and the person was taken for a walk to a place of their choosing. This showed the staff listened to people and acted on what they were saying.

People spoke positively about the range of activities available to them and told us they regularly participated in community-based activities such as bowling, visiting local shops and the pub, going for walks, attending a local farm, attendance at a day centre and planning holidays. These opportunities supported people to lead active and meaningful lives and maintain links within their local community.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff had access to resources that supported their well-being including confidential counselling services if they needed it and regular one to one with their line manager. This enabled them to discuss their wellbeing and where needed make adjustments to their roles or working environment. In addition, regular team meetings were taking place to ensure the team were supported and listened to.

The service demonstrated a commitment to the wellbeing of its staff as well as the people they supported. During the recent red weather warning, risk assessments were completed for all staff to help identify and manage any risks associated with travelling to and from work, adverse weather conditions, and carrying out their duties safely. This proactive approach helped ensure staff wellbeing was protected while maintaining continuity of care for people using the service.

By anticipating potential challenges and putting appropriate measures in place, the provider demonstrated a strong commitment to health and safety and to supporting staff during periods of increased risk. This helped ensure staff felt valued and supported, while enabling the service to continue delivering safe and effective care.

People received care from a stable and well‑supported workforce, who felt empowered, motivated to provide care that was compassionate and person‑centred. All staff felt supported by the management team. A member of staff told us, “I do feel supported in my role, I am offeredformal supervisions often where I am listened to and advocated for. Another member of staff told us, “I also am grateful for the fact that the service coordinator will not only identify when staff are going off track, but also when we do well or go above and beyond, there is always positive feedback which certainly helps.”

The provider had effective systems and processes in place to support staff development. Staff confirmed they received regular training to enable them to carry out their roles effectively.

Staff confirmed there was an on-call system they could contact for support when the registered manager or the service coordinator was not available.