OSJCT Gregory House

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 Outstanding. At this assessment the rating has remained 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 100 (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.

Throughout the assessment, we found consistent and compelling evidence that people experienced exceptionally kind, compassionate, and respectful care from all members of the staff team. This was not only evident in interactions but in the tangible impact on people’s wellbeing, confidence, and sense of security. The culture within the service was overwhelmingly positive, with genuinely caring relationships embedded in everyday practice, enabling people to feel valued, safe, and emotionally supported. Relatives spoke highly of the staff, with one describing them as “like family – lovely girls and so good to us,” reflecting the deep trust, reassurance, and peace of mind they experienced.

Feedback from relatives was consistently exceptional and demonstrated the meaningful difference the service made to people’s lives. One relative had written to formally express their gratitude, describing how their family member was treated with unwavering dignity and respect. They highlighted how staff went above and beyond to ensure the person felt safe, valued, and loved at all times, showing that care extended beyond meeting needs to truly enhancing quality of life.

Relatives also described the significant, positive impact staff had on people’s independence and overall wellbeing. One relative spoke passionately about how the dedication and skill of the staff team had led to noticeable improvements in their family member’s mobility and confidence. This demonstrated a strong, outcome-focused approach to care, where personalised support directly enabled people to maintain independence, regain abilities, and experience a better quality of life.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care and support were consistently delivered in a way that promoted and maximised people’s individualism. Feedback from people showed staff took a proactive and compassionate approach to supporting emotional wellbeing.

Staff demonstrated an exceptional commitment to getting to know people as individuals, taking time to understand their backgrounds, life histories, interests, and personal strengths. This approach enabled highly personalised and meaningful care that reflected what was important to each person. For example, one person who had recently moved into the service and had a lifelong passion for gardening was supported to quickly re-establish a valued routine. Each morning, they independently watered the plants in the garden, which promoted their sense of purpose, wellbeing, and continuity with their past.

The garden was a central and meaningful space for many people living at the service, and staff were innovative in supporting individuals to reconnect with memories and interests. One person was supported to recreate a windmill that they and their spouse had previously had in their garden at home. This thoughtful and creative approach helped maintain emotional connections, identity, and comfort.

Leaders and staff actively listened to people’s ideas and aspirations and took meaningful action to bring them to life. For example, people expressed a wish to develop a weekly gardening club, with a shared goal of creating a wildlife-friendly garden. The provider responded proactively; an administrative staff member arranged for representatives from the Lincolnshire Wildlife Trust to visit and provide guidance on planting to attract wildlife. This initiative was further enhanced through the installation of a wildlife camera, allowing people to observe and enjoy the animals visiting the garden.

This demonstrated an innovative, inclusive, and person-centred culture where people were empowered to shape their environment and pursue their interests. Activities were not only meaningful but also enriched people’s wellbeing, social connection, and sense of achievement.

By valuing people’s histories, interests, and aspirations, the service created meaningful opportunities that promoted independence, social connection, and joy. People were empowered to shape their environment and daily lives, resulting in increased confidence, improved mental wellbeing, and a vibrant, inclusive community where individuals truly thrived.

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

People and their relatives told us they were fully involved in developing and reviewing care plans, which was clearly reflected in the detailed records we saw. Care plans contained rich, personalised information about people’s needs, preferences, hobbies and talents, alongside clear guidance on how staff supported individuals to maintain their interests and lifestyles. This ensured people received highly personalised care that reflected what mattered most to them, supporting their independence, promoting wellbeing and enabling them to live fulfilling lives.

Independence was actively promoted through a strong enabling approach.

Throughout our assessment, we consistently observed exemplary practice that empowered people to maximise their independence. Staff demonstrated an exceptional commitment to enabling individuals to live full and meaningful lives. For example, two people expressed a wish to participate in a local community Christmas parade, despite significant mobility challenges. The registered manager and staff team went above and beyond to make this possible. They arranged mobility scooters and provided personalised “driving lessons” in the care home’s car park, ensuring both individuals had the confidence and skills to take part safely. This proactive and innovative approach had a significant impact on people’s lives, enabling them to achieve something that was important to them, enhancing their independence, confidence and dignity, and supporting a strong sense of inclusion within their community.

The provider was exceptional in how they 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.

Throughout our visits, we observed staff responding to people in a timely, compassionate, and attentive manner, ensuring individuals felt supported while maintaining their independence and dignity. There was a strong sense of teamwork across the service, with all staff working together to promote people’s wellbeing and respect their preferences. We saw the registered manager, administrator, domestic staff, and maintenance staff all engaging warmly with people, taking time to listen, offer reassurance, and support people in a way that reflected their individual choices. This demonstrated a culture where people were empowered to express their needs and felt in control of their care. One person told us, “I never feel like I’m being a nuisance and they just take the time they need helping me.” Another person said, “Living here is just so perfect the staff sort out any problems.”

People consistently experienced highly personalised, compassionate support that promoted a strong sense of control, confidence, and independence. The inclusive, whole-team approach ensured individuals felt genuinely valued, empowered to express their wishes, and fully involved in decisions about their care, leading to exceptionally positive wellbeing outcomes.

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 consistently told inspectors they felt valued, supported, and listened to by the management team. They described having regular one-to-one supervisions and team meetings where they were actively encouraged to share their views and contribute to service development. One member of staff said, “Everyone (staff) is so involved. I don’t feel like I'm on my own.” The registered manager was highly committed to staff wellbeing and worked proactively to ensure staff had a positive experience at work each day. A range of thoughtful initiatives demonstrated this commitment, including pamper days where staff could access complimentary wellbeing treatments and ensuring staff were aware of the national staff discount scheme available for people working in the care sector.

The provider actively promoted its ethos and values through initiatives such as the “All About Us – OSJCT” staff booklet, alongside a ‘refer a friend’ scheme which recognised and rewarded staff contributions to recruitment. Staff wellbeing was a central and actively promoted priority within the service, with a range of meaningful support systems in place, including access to counselling services when required. This created a highly supportive and nurturing environment where staff felt genuinely valued, emotionally supported, and invested in. As a result, staff were more motivated, resilient, and empowered to deliver consistently high-quality, person-centred care.

This approach had a clear and positive impact, contributing to improved staff wellbeing, strong retention, and continuity of care, which in turn enhanced the quality of relationships and outcomes experienced by people.