Casa Mia Care Home

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 the same. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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. There was a strong person-centred culture throughout the service which was led by leaders, this promoted kind and compassionate care.

People were supported by a core team, who knew them well, many who had worked at the service for several years. People and relatives spoke passionately about staff and how their care was delivered. People told us, “They are all kind to me. I would tell the manager if they weren’t kind to me. They are all very kind though. I have a good laugh with them. They treat me with dignity and show me respect” and “It’s fantastic here. If you’re not happy here, you won’t be happy anywhere. Leaders and staff treat us with the deepest respect. They want to improve our lives”. Relatives shared the same views and said, “The staff are all lovely, I have no issues with any of them. It’s one big happy family here. They are all so friendly. I feel very relaxed visiting. I don’t feel like I’m intruding. They give me reassurance” and “They always go above and beyond. They are so very very kind and caring”. This caring approach extended beyond people using the service to include relatives and professionals. The service demonstrated a strong commitment to family engagement by welcoming relatives and facilitating meaningful contact. The owners of the service held annual events which included summer fetes, BBQ’s and Christmas parties. This practice demonstrated the service's inclusive and homely culture. Consequently, relatives felt enabled to visit for extended periods, directly promoting people’s emotional reassurance and social connectivity.

Staff were passionate about their roles; they were keen to talk with inspectors to share their views on how they support people. One staff member told us, “Its lovely, they’ve been absolutely fantastic to me, they are like family. Everything they do for staff, they treat them at Christmas, they look after staff”. Another staff member said, “Being here the carers are more like a family, they have a great rapport with the people. The people are very much involved”.

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. People received tailored support which aligned with their lived experiences, preferred routines, and personal choices.

Care plans were detailed, accurate, and truly person-centred. They effectively captured individuals' communication preferences, personal interests, emotional and physical health needs. We saw evidence people’s interest and hobbies had been taken in account in their daily lifestyle. A relative told us, “When they first went there, they said they liked golf, staff took them and take them fishing, they love it there, they like the staff and people. I hope it's their forever home; they make me so welcome too”. Another relative told us, “The care home always paid close attention to my [family member’s] interests, and I was fully involved in planning crafts and activities, if they felt there was a need. These sessions successfully improved both their physical mobility and their mental stimulation. When [person’s] needs became greater, they moved them into a specially adapted room with a private wet room. This allowed them to have showers and receive personal care which met their needs without any additional fuss or discomfort to them and their dignity”.

The service had supported a person to safely travel abroad on holiday through detailed risk assessments, collaboration with family and professionals, medication planning, and liaison with the Foreign Office regarding medication requirements.

Care records evidenced where people had chosen to make unwise decisions, they had been fully supported by staff, and risk measures had been implemented.

People living at Casa Mia Care Home had suggested they would like a greenhouse for the garden, so they could grow their own fruit and vegetables. The owner had purchased a greenhouse alongside some fruit trees, where we saw the growing season was in full progress. The maintenance person had also built some planters out of recyclable items from the garden. The food which had been grown this season was given to the chef to prepare for meals for people living at Casa Mia Care Home.

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. The provider empowered people to make decisions about their own care and treatment.

Staff actively supported people to stay connected with family, friends, and the support networks which mattered most to them. Visitors were encouraged and made to feel welcome at the service, pets were welcomed and provided comfort and enjoyment for people. People were supported to be as independent as possible and maintain control over their lives.

Staff were committed to supporting people to live meaningful, independent, and fulfilling lives. They recognised person-centred care involved balancing safety with a person’s right to make choices, including choices which others may consider unwise.

Staff work collaboratively with individuals, families and healthcare professionals to ensure positive risk-taking was supported appropriately. This included robust mental capacity assessments, detailed risk assessments, and personalised risk management strategies which promoted choice and control while minimising avoidable harm. A relative told us, “They had a capacity assessment completed with their social worker, they may make a bad choice, but staff support them with it”.

The service had created additional opportunities for some people who chose to live more independently and had built 2 lodges within the garden. There were 4 people living in the lodges at the time of the inspection. People told us they completed their own cleaning and laundry tasks and staff were available should they need any support. A person told us, “I am very independent here, they just let me get on with it. I can go out into town by myself if I want to. They also take me swimming twice a week”.

Relatives shared stories of how their loved ones had gained independence since moving to Casa Mia Care Home. One relative told us, “Before moving to Casa Mia they wouldn’t use anything electrical, TV, microwave, now they use it all. From seeing how bad they were before; they are now brilliant. They even do their personal care now, before Casa Mia they would not shower or wash their hair, they now keep themselves nice and clean and tidy”.

Staff described the importance of supporting people to maintain their independence skills. One staff member said, “Some people go on holiday, some go away with family, we do try and accommodate holidays. We also do lots of days trips, we’ve been to Severn valley and trips to the seaside. One person had been asking to go to a circus, we went yesterday and a clown signed the persons poster, they were really happy. It’s a home from home here, I would place a family member here. I would like them to build me a bungalow so I can live here too”.

Staff also described how they promoted people’s independence and choice when people found it difficult to integrate within the community, a staff member told us, “[Person] doesn’t like to go out unless it’s something which is meaningful to them. They go to the model shop regularly, we encourage them to find a train they like in a book, and we take them to get it”.

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. People received timely, responsive care whenever their needs changed or when they required immediate assistance. Staff quickly recognised changing needs and acted promptly to keep people safe. Relatives confirmed they were informed following any incidents or changes, with staff taking prompt action.

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.

The provider gathered feedback from staff and collated the findings in a recent quality assurance report from March 2026. Whilst feedback was positive, several valuable suggestions were identified which the provider took action on, some of these included, staffing levels and workload pressures where leaders reviewed staffing numbers to ensure they remain appropriate for the changing needs of the people living at Casa Mia Care Home.

Staffing levels were monitored alongside dependency levels, incidents, and feedback from both staff and people. Leaders told us, “We recognise the importance of staff wellbeing and provide access to external employee assistance and counselling services. Supporting staff wellbeing contributes to a positive workplace culture, improved staff retention, and ultimately better outcomes for the people we support”.

Staff told us they enjoyed working as part of a team and felt supported by leaders, a staff member told us, “(Deputy manager) is fantastic, they are very supportive. They make you feel good about yourself, it feels good”. Another staff member said, “Staff are really happy when [registered manager] is here, they are always smiling, always happy”. Staff shared stories of when they had personal concerns which affected their ability to work, they described leaders as supportive and empathetic to their circumstances. One staff member told us, “I needed to take some time off due to a family emergency, [registered manager deputy manager] were so kind, they reassured me, made regular wellbeing contact and met with me before returning to work to ensure I was ready and to offer any assistance with my role”. Staff shared they feel incredibly supported and valued by leaders and were given hampers and presents to show their appreciation of their dedicated hard work at Casa Mia Care Home.