The Old School House

Updated 8 April 2026

Date of Assessment: 08 June 2026 to 18 June 2026

The service is a residential care home providing accommodation and personal care for older people, including people living with dementia. At the time of our assessment, 24 people were living at the service and receiving a regulated activity.

The service provided exceptionally high-quality, person-centred care and support that consistently achieved outstanding outcomes for people. Leaders had created a culture where compassion, innovation, learning and continuous improvement were embedded throughout the service. People, relatives, staff and professionals consistently described care that exceeded expectations and focused on helping people live meaningful and fulfilling lives.

People experienced highly personalised care from staff who knew them exceptionally well. Staff understood people's histories, preferences, strengths and aspirations and used this knowledge to provide support that promoted wellbeing. This helped people to maintain identity and enabled them to continue doing things that mattered most to them. People were treated with kindness, compassion and dignity and were actively supported to maintain independence, choice and control over their lives.

The service demonstrated exceptional practice in supporting people with complex needs, including several people whose previous care placements had not been successful. The service completed detailed assessments, personalised care planning, encouraged positive risk-taking and worked in close partnership with families and professionals. People experienced improved wellbeing, greater stability, reduced distress and an enhanced quality of life. Families consistently told us the service had achieved outcomes they had not previously experienced elsewhere.

People benefitted from proactive healthcare support and strong multidisciplinary working. Staff worked in partnership with healthcare professionals to ensure care reflected current evidence, best practice guidance and individual clinical recommendations. Changes in people's health were identified quickly and acted upon without delay. This resulted in improved health outcomes, timely access to specialist services and highly coordinated care.

A significant strength of the service was its commitment to reducing restrictive practices and promoting people's rights. Leaders and staff continuously reviewed support arrangements to ensure people received the least restrictive support possible. Through careful monitoring, creative problem solving and collaboration with families and healthcare professionals, several people experienced reductions in enhanced supervision and increased independence whilst maintaining their safety and wellbeing.

People and families were actively involved in decisions about their care and the development of the service. Leaders had embedded a strong culture of co-production and sought feedback through Family and Carer Listening Events, reviews and ongoing engagement. Feedback was welcomed, acted upon and used to drive meaningful improvements.

The service demonstrated innovation and a strong commitment to learning. Staff were encouraged to contribute ideas, reflect on practice and participate in quality improvement projects. Examples included the introduction of structured handover improvements using formal quality improvement methodology and innovative end of life initiatives such as Comfort Boxes, Purple Hearts and enhanced bereavement support. These initiatives improved people's experiences and were recognised positively by families and professionals.

Leadership across the service was visible, compassionate and highly effective. Governance systems were robust and consistently used to monitor performance, identify trends and drive improvements. Staff described feeling valued, supported and empowered to contribute to service development. Strong partnerships with healthcare professionals, commissioners, community organisations and families further strengthened outcomes for people.

The service consistently placed people at the centre of decision making and care delivery, achieving outcomes that enhanced people's health, wellbeing, independence and quality of life. The provider demonstrated a distinctive culture of excellence, innovation and partnership working that resulted in experiences and outcomes that exceeded expected standards.

Updated 8 April 2026

People and their relatives consistently described exceptionally positive experiences of care and support. Feedback throughout the assessment demonstrated people were not only safe and well cared for but were supported to live fulfilling, meaningful lives by staff who knew them extremely well and were committed to achieving the best possible outcomes. People and relatives repeatedly described the service as the first place where they felt genuinely understood, listened to and supported.

Relatives consistently told us people were treated with kindness, compassion and dignity. One relative said, "They love my mum. The staff members are consistent; they all have a good relationship with her." Another told us, "I am 100% happy with the way they look after her." Families repeatedly described staff as patient, caring and genuinely invested in people's wellbeing. One relative commented, "It is heartwarming seeing how they manage other people." These comments reflected what we observed during the assessment, where staff consistently treated people with warmth, respect and genuine affection.

People benefited from highly personalised care and support. Relatives told us staff took time to understand people's histories, personalities, routines, interests and preferences and used this knowledge to build meaningful relationships and shape support around what mattered most to individuals. One relative explained, "They don't treat anyone the same. They know what works for each person and adapt how they support them." One relative described, “Staff understand the whole person rather than focusing solely on care needs.” Another relative explained, “Staff understand exactly what helps [name of person] to feel reassured and comfortable. They [staff] always adapt their approach to meet their needs.”

Families consistently told us they had seen significant improvements since people moved into the service. Several relatives described improvements in wellbeing, confidence, engagement and overall happiness. People who had previously experienced distress, social isolation or unsuccessful placements elsewhere were described as calmer, more settled and more content. One relative told us the service was the "First place that has really understood and worked with us." Another explained, "It is such a delight to go to sleep and not have to worry." Families repeatedly described having peace of mind knowing their loved ones were receiving the right care and an abundance of positive outcomes that exceeded their expectations.

People remained connected to the people, places and experiences that were important to them. Relatives described feeling "welcomed" and "involved" and told us staff recognised the importance of maintaining meaningful relationships. One relative explained, “Staff provided what I needed in terms of guidance and support. It meant I could continue to sustain my caring role for [Name of person].” Staff always worked to protect people’s routines and family bonds. Families consistently reported they were included in discussions and decision-making and remained central to people's lives.

People enjoyed opportunities which reflected their individual interests, life histories and aspirations. Families described staff going beyond routine care and actively seeking opportunities to enhance wellbeing and enjoyment. One relative spoke positively about staff saying, “They [staff] support [name of person] to engage in activities they’re interested in.” A second relative said, “Although there has been a decline in [name of person’s] health. The staff team always adapt the way they support [name of person] to continue to participate in the activities and events they enjoy.” Relatives consistently told us staff looked creatively at how people could continue enjoying the things that mattered most to them.

People with complex needs experienced exceptional support from staff who worked closely with families and healthcare professionals. Relatives consistently praised communication and told us they felt reassured that concerns would be recognised and acted upon quickly. One relative told us, "When I walk away, I know [name of person] is in safe hands." Another explained, “Staff always keep me informed and involved in significant decisions about care and treatment.” Families described staff as knowledgeable, proactive and responsive and said they had complete confidence in the care provided.

People and families were actively involved in shaping care and influencing the service. Families consistently reported feeling listened to and valued. One relative described the registered manager as, “Approachable and willing to listen.” They said, “Concerns are always taken seriously and followed up.” Others described feeling like genuine partners in care and told us, “Management actively seek feedback and respond positively to any suggestions we make.” Families could identify examples where their feedback had led directly to improvements in care and support delivery.

People approaching the end of their lives, and those important to them, received compassionate and personalised support which exceeded expectations. Families spoke positively about the kindness, sensitivity and emotional support provided during difficult periods. One relative described staff as, "Amazing" during a particularly difficult time and said they felt, “Supported throughout the entire process.” Innovative approaches, including Comfort Boxes, Purple Hearts, personalised bereavement support and unrestricted family access, helped ensure people experienced dignity, comfort and compassion when it mattered most.

Throughout the assessment, people, relatives and professionals consistently described a service where staff went above and beyond to improve people's experiences and quality of life. The strongest feedback came from relatives who repeatedly told us they trusted staff completely and felt their loved ones were receiving exceptional care. One relative summarised their experience simply by saying, "I honestly couldn't ask for anything more." The consistent strengthof feedback reflected a service where people truly remained at the centre of every decision, action and interaction, resulting in outstanding experiences and outcomes.