Waring Close

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has changed to outstanding. This meant people’s needs were met through exceptional organisation and delivery.

This service scored 89 (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 making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider delivered exceptionally person-centred care, placing people at the heart of every aspect of service delivery. Care records were highly personalised, reflective of people's individual needs, preferences, aspirations and life histories, and demonstrated how people and those important to them were actively involved in planning their care. Relatives, advocates and relevant professionals were engaged, where appropriate, to ensure support was designed around people's wishes and delivered in a way that reflected what mattered most to them.

Staff took time to understand people's individual interests, backgrounds, beliefs and aspirations and created opportunities for them to engage in activities that reflected what was important to them. People were supported to actively participate in their local communities, attend culturally specific events and celebrations, and develop relationships and connections that enhanced their sense of belonging.

For example, 1 person was supported to attend a community café each week, where they had developed meaningful relationships with staff and maintained valued community connections. Staff at the café had become knowledgeable about the person's individual preferences, dislikes and communication needs, enabling them to engage with the person in a way that was meaningful and responsive to their needs. This demonstrated the provider's person-centred approach to care, as support was tailored around what was important to the person and focused on achieving outcomes that enhanced their quality of life. By enabling the person to build and sustain natural relationships within their local community, the provider promoted choice, independence, belonging and positive wellbeing outcomes.

As a result, people received highly personalised support that consistently enhanced their quality of life, promoted positive outcomes and enabled them to live fulfilling lives on their own terms. This person-centred culture was embedded throughout the service and had a significant and sustained impact on people's wellbeing, confidence and sense of achievement.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider demonstrated an exceptional commitment to ensuring information was accessible, meaningful and tailored to people's individual communication needs. A range of information was available in easy read formats, including service agreements, complaints procedures and key information about people's support. This enabled people to understand information about their care, their rights and the choices available to them, promoting independence and ensuring they could participate fully in decisions affecting their lives. Staff recognised that providing information in an accessible format was fundamental to ensuring people were treated equitably and were empowered to have greater control over their support.

The provider took a highly individualised approach to communication. For people who used Makaton, a language programme that combines signs, symbols and speech to support communication, the provider had developed personalised visual prompts and communication guides for staff. These reflected each person's preferred signs, communication style and individual expressions, ensuring consistency across staff teams and reducing the risk of misunderstanding. This enabled staff to communicate confidently and effectively with people, supporting positive interactions, relationship building and meaningful engagement throughout the day.

The provider also embraced innovative approaches to communication to ensure people could express their wishes, views and choices. For example, 1 person used an interactive electronic communication system that had been personalised with photographs, symbols and images that held specific meaning for them. When the person wished to request support, make a choice or communicate a preference, they selected the relevant image and the device translated this into spoken words for staff. This ensured the person's voice was heard and understood in real time, enabling them to exercise choice and control over their care and daily activities. As a result, the person was able to communicate with increased confidence and independence, reducing barriers that may otherwise have limited their involvement in decision-making.

These examples demonstrated the provider's outstanding commitment to accessible information and communication. Rather than relying on standard approaches, staff continually adapted and personalised information-sharing methods to meet people's unique needs. This enabled people to understand information, express themselves effectively and actively participate in decisions about their lives, resulting in improved confidence, autonomy, inclusion and overall wellbeing.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

The provider demonstrated an exceptional commitment to ensuring people experienced equitable access to services, regardless of the complexity of their needs or the barriers they faced. Staff consistently recognised and responded to individual differences, tailoring support to ensure people had the same opportunities to communicate, participate, build relationships and achieve their goals as others. The provider fostered a culture where people were valued as individuals, and proactive steps were taken to remove barriers that may otherwise limit their independence, inclusion or quality of life. As a result, people were supported to achieve outcomes that were meaningful to them and were enabled to participate fully in decisions about their lives.

For example, 1 person used Makaton, a communication programme that combines signs, symbols and speech, alongside British Sign Language (BSL), a visual language used through signing, facial expressions and body language. The provider identified that communication between staff and the person had become largely task-focused and directive, limiting opportunities for meaningful interaction, self-expression and relationship building. Rather than accepting this as part of the person's support needs, leaders recognised the impact this was having on the person's experience and took innovative action to address it.

The provider arranged a 16-week BSL course for both the person and staff to attend together. This outstanding approach not only developed staff knowledge, skills and confidence but enabled the person to learn alongside those supporting them, creating a shared understanding of communication and strengthening interpersonal relationships. As a result, communication became more meaningful, person-led and inclusive. The person was provided with increased opportunities to express their views, make informed choices, develop relationships and actively participate in conversations and activities that were important to them. This led to significant improvements in the person's confidence, independence, wellbeing and sense of inclusion.

The provider further demonstrated its commitment to achieving equitable outcomes by ensuring new skills were embedded into everyday experiences. For example, a visit to the zoo was planned specifically to provide opportunities for the person and staff to practise their developing signing skills in a meaningful community setting, communicating about animals, experiences and shared interests. This thoughtful approach ensured learning translated into tangible and sustainable improvements in the person's daily life. Rather than focusing solely on meeting care needs, the provider sought creative and individualised solutions to remove barriers to communication and participation. This had a significant positive impact on the person's ability to engage with others, develop meaningful relationships and participate more actively in their community, ensuring they experienced opportunities and outcomes comparable to those of their peers.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The provider demonstrated an exceptional commitment to ensuring people experienced equitable outcomes that reflected their individual identities, cultures, relationships and personal aspirations. Staff consistently took time to understand what was important to people and worked creatively to remove barriers that may otherwise have limited their opportunities to maintain relationships, express their cultural identity and participate in meaningful experiences. This person-centred approach enabled people to achieve outcomes that were highly valued by them and promoted a strong sense of belonging, inclusion and wellbeing.

For example, 1 person wished to strengthen relationships with family members living abroad. The provider recognised the importance of these connections to the person's wellbeing and identity and initially supported regular FaceTime contact to build and maintain relationships. This developed further, with staff supporting the person to travel to their home country to spend time with family members and strengthen existing family connections. During this visit, the person attended church services with their family. Staff observed the significant positive impact this experience had on the person and recognised the importance of faith, culture and community in their life. Following their return to England, staff proactively contacted a local priest and arranged visits to help the person explore and maintain this aspect of their identity. As a result, the person now regularly attends church and faith-based groups, enabling them to celebrate their culture, heritage and family identity while developing meaningful relationships within their local community. This had a significant positive impact on the person's wellbeing, sense of belonging and emotional connection to their cultural roots.

The provider demonstrated the same commitment to achieving equitable outcomes for others. One person was supported to attend a local African Caribbean community centre, where they regularly met people who shared their heritage and cultural background. The person was able to participate in culturally meaningful activities, enjoy traditional foods, listen to familiar music and develop relationships with others who shared similar life experiences. Staff recognised that access to opportunities which reflected the person's culture and identity was essential to achieving truly equitable outcomes. As a result, the person experienced increased confidence, social inclusion and community connection, while maintaining and celebrating an important part of their identity.

These examples demonstrated how the provider consistently went beyond expected standards to ensure people were not only supported to access services, but were enabled to experience outcomes that reflected who they were as individuals. By promoting meaningful family connections, cultural identity, faith and community engagement, the provider ensured people experienced enriched lives, greater inclusion and improved wellbeing, achieving outcomes that were truly important to them.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.