Casa Mia Care Home

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 outstanding. At this assessment the rating has remained the same. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

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.

Care plans and risk assessments were tailored to people’s individual support, health, wellbeing and safety needs. Plans were reviewed regularly in a multidisciplinary way, involving people, relatives, advocates and health professionals. We saw examples of some people taking positive risks, and where this had not always worked well, further support and observations were provided.

Staff provided inclusive care to all people and were proactive to adapt the environment to support people’s specific needs. A person experienced significant anxiety when participating in the summer fete as they often avoid communal areas due to feeling overwhelmed in busy environments. Staff worked closely with the person, their family, and those who knew them well to understand their needs, preferences, and triggers for anxiety. A personalised support plan was developed which provided the person with choice and control regarding where and how they wanted to participate in the activity. Staff offered reassurance, emotional support, and gradual exposure to busier areas at a pace determined by the person. Progress was regularly reviewed with family members and adapted as confidence grew. As a result, the person developed greater confidence, became increasingly comfortable in the communal areas and progressed from observing the activity to actively participating in the social event. A significant achievement was their ability to join a group activity and dance alongside peers, something they had previously been unable to do.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider collaborated with local community members to combat mental health stigma and remove preconceptions of the support provided at Casa Mia Care Home. They held local meetings and invited people to visit the service to alleviate any concerns. People living at the service were very much involved in the local community, some people visited the local shop independently and attend events at the local village hall. There was a bus stop nearby where people could access larger towns or cities. Casa Mia Care Home had 3 vehicles available for people to use to access the community. External activity providers visited the service regularly for activity sessions, these included insect and animal workshops, floristry sessions and singers. Staff told us the ice cream van visited regularly, and people and staff held tombola’s to raise money for additional activities.

Staff described how they support people in the community with their individual needs and preferences, 1 staff member said, “Some people like to go for meals, others attend the gym or swimming sessions regularly. One person plays snooker, sometimes people go to watch the local football team with the registered manager”.

There was a strong emphasis on community integration where the provider was always proactively looking for opportunities which people could engage in dependant on their interests and hobbies. The service held an annual fete, barbeque and Christmas party where people and relatives had enjoyed spending time together. Relative’s comments included, “We had a big barbeque a few weeks ago. The manager came with their family which I thought was great. We had singers, it was a great day. The staff and people all dancing together. I can’t fault it in here; they go above and beyond with everything”.

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs.

We saw multiple examples of pictorial aid support, some people had pictorial guidance on cleaning and personal tasks, and we saw some people had labelled drawers and visual planners. Meals were written on boards in communal areas, and there were opportunities for people to add suggestions. There were notice boards in communal areas of the service which provided information to people about upcoming events, how to make a complaint and information about the service. Relatives told us they were updated of any changes in relation to their loved one’s care needs and communication with the service was consistently good. The registered manager and leaders demonstrated good knowledge of Accessible Information Standards AIS.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People living at the service held and led regular meetings to discuss the running of the home. This offered a sense of empowerment, and championed people’s voice. Some of the agenda topics included activities, suggestions, discussion on fire drills and routine maintenance. There were currently two lead representatives who had been voted to act on behalf of people who had not wanted to attend in person, which ensured their views were included. This ensured people felt included even if they did not wish to attend, as they could still voice their views and be represented by their peers if needed.

The provider gathered feedback from people, relatives and staff and collated the findings in a quality assurance report. The most recent feedback being from March 2026. 33 people out of 40 people living at the service participated in providing their feedback. Overall satisfaction scored as high, with comments including, “It would be impossible for Casa Mia to improve” and “Casa Mia looks after me and I feel safe” and “Casa Mia does everything well, everyday living is good”. “Casa Mia doesn’t need to do anything to improve. Everything they are doing is excellent.”

Some people had either commented or answered negatively to the food provision on offer at Casa Mia Care Home. The provider took prompt action and sought an additional food supplier to offer people alternatives to the options which were already available. Feedback from relatives was exceptionally positive. Families expressed exceptionally high satisfaction with both staff and care provision. A perfect score for the staff team reflected the positive relationships which have been developed between staff, people and relatives. People and relatives told us they knew how to raise a complaint should they need to and felt any concerns would be listened to and acted upon without delay.

The provider made sure people could access the care, support and treatment they needed when they needed it. Care plans provided staff with an overview of people’s needs and any barriers they might experience in receiving care, support and treatment. For example, health needs, mobility and accessibility or communication barriers.

The provider told us, “We actively support people to access healthcare services, attend professional appointments, and manage long term health conditions effectively. Our proactive approach aims to promote positive health outcomes, reduce avoidable hospital admissions, and ensure concerns are addressed promptly”. The provider considered peoples cultural and religious beliefs and supported people to attend cultural events of their choice. One person told us, “I like Buddhas. I follow a specific religion. I do go to church sometimes. A member of staff comes with me. We go to a Baptist church up the road. I like the Baptist church”.

The physical environment promoted independence, allowing individuals to navigate both internal communal areas and external spaces safely and autonomously.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider ensured people were supported to have equitable outcomes.

Staff had been upskilled to carry out healthcare tasks to ensure people received timely healthcare interventions when needed. The provider had renovated a therapy room where people could enjoy hair, beauty and chiropody sessions.

Staff had supported people to access volunteering opportunities within the community, helping them develop confidence, independence, life skills, and meaningful social connections. People and their relatives reported no concerns related to discrimination or unequal experiences. Staff had completed the relevant mandatory training requirements.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

Care plans were extremely personalised, where people and relatives had chosen to discuss their end of life wishes. People had ReSPECT forms in place. ReSPECT stands for Recommended Summary Plan for Emergency Care and Treatment and ensures their personal wishes are followed. These were reviewed regularly.

Not all people felt they wanted to discuss their future plans, and where this was the case, leaders had spoken with relatives to ensure care plans highlighted people’s personal preferences of music or whether they had spoken in the past of what their final wishes may mean for them. For some people, discussions had taken place with staff on how they chose their end-of-life personal care to be delivered. This included which staff they would like with them during their end stages of life, and who they wanted present after the end-of-life journey. Some specific details in people’s advanced plans considered who they would like present during their final days, and what specific music they chose to be played.

A relative shared their experience with how they were supported when a person had passed away. “During my [relative’s] final days, the care home provided attentive, compassionate, and essential additional care to keep them comfortable. This also allowed us as a family to process their final days. I would like to extend a special mention to the staff for their dedicated efforts and support during this difficult time. My [relatives] key worker went above and beyond to support them and visited immediately after their passing”.