Prestbury Beaumont

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 the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has changed to 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 90 (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.

Staff knew people well and adapted their approach to individual preferences, routines, communication and emotional needs. Care plans provided clear guidance on delivering personalised support that respected people's choices, dignity and privacy. One person preferred to wake naturally and have breakfast in bed before receiving personal care, while another approaching the end of life was supported at their own pace, with comfort and dignity taking priority.

Kindness and dignity was embedded into everyday practice. We observed warm, respectful and unhurried interactions, with staff taking time to build meaningful connections with people. Support was provided sensitively and at each person's pace, with staff seeking consent and promoting dignity throughout. Attention to detail, including the attractive presentation of modified meals, helped preserve people's enjoyment, choice and self-respect.

Staff demonstrated a strong understanding of the importance of human connection. One staff member told us, “You have to remember you could be the only people they see from day-to-day.” A professional partner described staff as kind, patient and caring and said, “All staff have a love for the residents, which is reflected in the kind interactions.”

Staff showed compassion and sensitivity when supporting people through anxiety, distress and other emotional challenges. They adapted their approach to individual needs, providing reassurance, companionship and meaningful opportunities to promote well-being during periods of change. Relatives consistently said people were treated with respect, dignity and kindness, and made to feel valued as individuals.

Staff had a detailed understanding of the relationships and experiences that mattered to people. They used this knowledge to create meaningful moments and maintain important family connections. One relative described how staff helped recreate a valued family routine, which had a significant positive impact on both them and their loved one.

Staff showed genuine compassion towards both people and their families. Relatives described thoughtful acts of kindness that provided reassurance during difficult times. One relative recalled a staff member contacting them to share positive news about their family member's recovery, which they said had a positive emotional impact on the family.

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 were treated as individuals, and staff had a detailed understanding of their histories, relationships, interests and what mattered most to them. Care plans contained in-depth personal information which staff used to shape everyday support. Staff understood one person's previous career, love of gardening, important family relationships and the comfort they gained from animals, using this knowledge to provide meaningful activities, conversations and emotional support. This helped the person maintain their sense of identity and connection with people, interests and experiences that remained important to them, supporting their emotional wellbeing and sense of belonging.

Staff adapted their approach to people's individual communication needs. Care records provided clear guidance on how people communicated, the time they needed to respond and factors that affected communication. Staff supported one person with hearing difficulties by reducing background noise and speaking clearly. Relatives said staff knew people exceptionally well and were able to recognise subtle changes in their well-being, including for those who communicated non-verbally.

Personalisation continued as people's circumstances changed. As one person's health deteriorated, looking at the sky and trees from the bedroom became an important source of comfort. Staff recognised its significance and ensured their view remained unobstructed. Care records recognised the emotional impact of significant life experiences, including bereavement, and guided staff to provide companionship and reassurance when this was needed.

Staff used their detailed knowledge of people to provide flexible, person-centred support rather than relying on routines. When one person initially declined their meal, a staff member adapted their approach, gave them time and enabled them to eat and enjoy their meal.

Staff supported people to maintain their identity, purpose and independence by continuing activities that were meaningful to them. One person was enabled to continue aspects of their previous working life, while another was supported to pursue a valued interest in wildlife. Staff responded proactively to individual preferences, helping people remain connected to the activities that gave their lives meaning.

People's bedrooms and personal spaces reflected their individual identities, interests and preferences.

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 were empowered to maintain independence, choice and control throughout their care. Staff took a strengths-based approach, maximising people's involvement in everyday decisions and ensuring increasing support needs did not limit their autonomy.

People remained at the centre of decision-making, regardless of the support they required. Care records identified how staff could maximise choice, control and independence, enabling people to make decisions about all aspects of their daily lives. Staff respected people's preferences, gave them time to make decisions and never used pressure or persuasion to influence their choices.

Staff took a consistently enabling approach, promoting people's strengths and independence rather than completing tasks for them. One staff member explained, “I support the resident to continue tasks such as brushing their teeth or hair, which helps them maintain as much independence as possible.” We observed staff encouraging people to remain as independent as possible while providing support when required.

People exercised genuine choice and control over daily life within the home. They made decisions about how they spent their time and actively shaped activities and events. We observed people leading plans for an upcoming barbecue and dog show, including choosing food and competition categories, demonstrating their influence over life in the service.

People continued to exercise choice and control regardless of changes in their abilities. Staff used personalised communication approaches to maximise involvement in decisions and everyday life. Relatives said staff understood the importance of preserving choice for people who had become more dependent and consistently adapted support around individual preferences, feelings and responses rather than following routines.

Staff continually reviewed people's abilities and adapted support to maximise independence. Relatives described care evolving as people regained skills, and records demonstrated positive outcomes through rehabilitation and reablement. Independence was actively promoted, with support adjusted to reflect people's progress and potential rather than their limitations.

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.

Care plans gave staff clear, person-centred guidance on meeting people's physical, emotional and communication needs, supporting consistent and responsive care.

Staff adapted their approach to the impact of people's health conditions. One person became anxious in busy or noisy environments, and staff were guided to provide a calm setting, reduce unnecessary noise and tailor support to the person's needs and ability to engage.

Staff were responsive to what mattered to people and acted promptly on their preferences. One person's request for equipment to support an important hobby was met the following day, while everyday choices and routines were consistently respected, reflecting a highly personalised approach to care.

People's changing needs were reviewed regularly, and staff promptly escalated concerns when further assessment or support was needed. A healthcare partner told us staff consistently acted quickly when concerns arose and worked proactively with healthcare professionals to ensure people received timely reviews and support, helping to prevent issues from escalating.

Staff described using care records, handovers and team briefings to ensure important information was shared when people's needs changed.

People received timely support, and staff responded promptly to requests for assistance.

Relatives consistently described staff as proactive and responsive. One relative said the provider ‘responds well to changes’, while another told us concerns were dealt with ‘swiftly and efficiently’. Another relative said, “They do a good job listening, acting and coming back to you. They are proactive.”

People's emotional well-being was considered alongside their physical care needs. Staff recognised changes in one person's facial expressions and body language when they were anxious and provided reassurance and emotional support tailored to their needs.

One person described an isolated delay in responding to their call bell. They were positive about the provider's response, telling us the concern was investigated promptly and addressed openly.

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 invested in the well-being, development and success of its workforce. This created a positive and supportive culture where staff felt valued, motivated and empowered to provide high-quality care.

The provider took practical steps to support staff well-being and retention, including flexible working arrangements, well-being resources, tailored support and transport when needed. Staff were involved in shaping the support available, helping to create a positive and inclusive workplace culture.

The provider recognised and celebrated staff contributions. An ‘Employee of the Month’ scheme acknowledged good practice and exceptional contributions.

Staff consistently spoke positively about the support they received from leaders. One member of staff said the registered manager, “Has been excellent with my needs”, while another described opportunity for training, development and progression. Staff told us leaders were approachable, supportive and interested in their wellbeing and development.

Staff described access to training, supervision and appraisal processes and felt they had the skills and knowledge needed for their roles. One staff member described the induction as, “The most comprehensive induction and training pack that I have experienced.”

Staff described strong personal and professional support. One member of staff said the registered manager had, “Given me so much support professionally and personally.” Another commented, “We are an excellent team who pull together. We are a happy team.”

Relatives recognised the positive culture within the service. One relative described staff as warm and welcoming and observed a workplace where team members appeared “Genuinely concerned for one another's wellbeing.”

Staff felt encouraged and empowered in their roles. One member of staff told us management were ‘always behind us’ and said they felt supported to raise ideas, develop their skills and provide high-quality care.