Santa Care

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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

We saw staff being kind to people, offering them choices and respecting their wishes. Staff took time to listen to people’s concerns and adapted care accordingly. Care plans reflected personal preferences and ensured dignity in the care provided. Staff received training on person-centred care to reinforce compassionate approaches.

A person told us staff were “kind and caring” towards them. Another person gave a thumbs‑up gesture when staff were mentioned, showing they felt staff treated them kindly.

The staff treated people as individuals and provided care and support that reflected their needs, preferences and rights. Staff took account of people’s strengths, abilities, aspirations, cultures, and protected characteristics.

Care plans reflected personal routines, communication styles and individual preferences, such as food choices and things people enjoyed doing. Staff were responsive to how people expressed their wishes and adapted their support accordingly.

Staff received person-centred care training to help them recognise and respond to everyone’s needs and preferences in a respectful and inclusive way.

A person said they enjoyed spending time with the people they lived with, which reflected the service’s focus on creating a supportive environment tailored to their social preferences.

People were supported to be as independent as possible and to have control over their own lives.

We saw examples of people making their own choices, like deciding when to go out and what to do during the day. Staff encouraged people to take part in day-to-day things and helped in a way that still allowed people to do things for themselves.

Staff were trained to support people’s independence. Care plans and risk assessments focused on what people could do and the choices they wanted to make. A person sang parts of a song when the music came up, indicating they enjoyed listening and joining in. They also selected their own clothes each day, demonstrating they chose how to dress.

Staff and management 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.

People looked relaxed and well cared for. For example, a person had their nails done on the day of the visit, an activity they enjoyed, and that showed staff understood what was meaningful to them. Another person, who rarely used words to communicate, was supported by staff who recognised signs like smiling or gestures to understand what they wanted.

Staff noticed what people needed without having to be asked and responded straight away. Staff knew people well and changed how they communicated depending on the person. This helped them offer the right support at the right time.

People got help with everyday tasks like personal care, taking medicines, making meals and drinks, and going to medical appointments. Staff also helped people to stay active and take part in social activities that they enjoyed.

Where people could be at risk while going out, staff gave the right support to keep them safe while still respecting their choices. When someone needed help or reassurance, staff stepped in quickly and in a way that was caring and respectful.

Management promoted staff wellbeing and made sure they felt supported and equipped to provide person-centred care. Staff reported positive team dynamics and supportive management, which contributed to a collaborative work environment.

Staff said they felt listened to and that they could raise concerns or make suggestions without fear of judgement. One person told us the manager responded to feedback and ensured they had the tools they needed to do their job well. Staff confirmed they had access to regular training, supervision, and guidance, which helped them feel confident in their roles.

Rotas were described as manageable, and staff said there was a fair approach to sharing responsibilities and ensuring rest time. The manager was approachable and open to discussing individual needs, including wellbeing concerns, and staff felt their safety and mental health were taken seriously.

The culture was one where open communication and mutual respect were encouraged, contributing to a safe and inclusive environment where staff could thrive, and people benefitted from consistent, compassionate care.