Tixover House

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 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.

People and their relatives consistently praised staff for being exceptionally kind, caring, and compassionate. People, and our observations, confirmed staff communicated with patience, respect, and genuine warmth. One person shared, “The staff are really kind to me and very friendly, they are lovely to be with and they treat everyone the same.” Another commented, “I love all of the carers and they love me. They treat me really well.” A relative added, The staff are very, very good. They are very caring and you can see they really care for the residents.” They went on to say staff used touch to maintain emotional connections with people which was appropriate and engaging. These heartfelt testimonials reflect a culture of exemplary compassion and person-centred care.

People and relatives consistently reported that staff treated people with dignity and respect, especially during personal care. A person said, ““I think the staff are very respectful. They will leave you in peace if you want some quiet time. When they help you to get up or washed they will talk to you as they go along. They shut doors and curtains and have towels to cover you up.” Family members observed and appreciated the respectful and dignified approach, noting that it contributed to their confidence in the care provided. A relative said, ““From what I have seen they respect and care for all of the residents. [Person’s] dignity is protected at all times and there is always someone supportive and caring in any situation.”

A visiting professional told us, “I feel the staff make every effort to get to know each individual and treat people with kindness and dignity.”

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’s personal, cultural, social and religious needs were consistently identified in their care and support plans. These ensured people’s personal identify was not lost and was promoted by those supporting them. People’s spiritual and religious beliefs were respected and supported. For example, a weekly live stream of a Sunday church service took place for those who wished to attend. Key dates and events in the calendar were celebrated to reflect diverse traditions.

Staff used technology to creatively meet people’s cultural needs. For example, staff enabled people to access an online radio station that provided access to radio channels and podcasts from multiple countries. One person, from the comfort of their bed, was supported by a member of staff to listen to an Israeli radio station, enabling connectivity with their family roots and culture.

With the support from staff, people stayed connected with loved ones with the use of technology, such as video calls. For example, staff supported a person to facilitate regular video calls to a sibling living in a different country. This enabled people to maintain social connections and improve their wellbeing.

People felt fully involved and valued in their home and helped to achieve an inclusive community. For example, people were supported and encouraged to have roles and responsibilities in the service. They said, “I am a welcome ambassador. I sit in reception and make sure people know where they are going. It is lovely because I get to see everyone coming and going and I can have a chat with them.” and “I am the resident’s ambassador so I keep an eye on any new residents and make sure they know what is happening.”

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.

Staff and leaders demonstrated a strong understanding of people’s personal histories and what was important to them. Comprehensive care planning was in place to help staff to understand what was important to people. For example, people living with dementia had individual ‘memory boxes’ in place with items inside that reflected the person’s life history and interests. Staff used these items to engage, communicate and reminisce.

Staff had taken the time to really get to know people and to ensure they had a range of activities that helped them maintain interests and skills. Staff also respected where people wanted time to themselves. A person told us, ““Between 3pm and 4pm the staff will sit and have a chat with you. They seem to have that time for you.” Another said, “They do things to keep my mind going, they are very good really. We go out as well. They have got a mini‑bus and we go out for coffee and we have been to a garden centre. It is really lovely to get out.”

Staff encouraged individuals to share a personal ‘wish’ they would love to see fulfilled by the service. These wishes ranged from enjoying a cosy film night to exploring exciting destinations beyond the home. Leaders and staff went above and beyond to make these aspirations a reality. For instance, they arranged for one person, who was ex-military, to visit an airfield museum with their son, who told us, “It was just fantastic to see [Person] there and they (staff) really went above and beyond to organise that for [Person].”

People told us staff supported them to remain as active independent as possible. A person told us, “I like to clean and tidy my room when I can. I like to air the bed during the day. They say they will do it for me but I like to be involved in it when I can.” A staff member said, “I encourage residents to do as much as they can on their own, such as washing, dressing, or eating. I only step in to help when they truly need support and always give them time to try first. This approach helps them stay confident and maintain their independence.”

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.

Staff recognised the different ways in which people communicated their discomfort, pain or distress. People’s care plans included detailed information about people’s health and wellbeing needs and provided guidance to staff on how to recognise when a person may be unwell or require healthcare professional input. A health professional working with the service told us, “Staff have been able to recognise when a service user is unwell before urgent care is needed, UTI’s chest infections are picked up very quickly.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt empowered and passionate about their roles, and many expressed a sense of pride and appreciation for the recognition they received. The service recognised and valued staff contributions through nominations and awards. A staff member said, “I feel well supported and valued, much more than any other homes I have worked in. I get huge support from my manager and team.” Another said, “The registered manager and provider support my well-being as a staff member by being approachable, supportive and always available to listen.” Another staff member said, “We have time for our residents and are encouraged to socialise with everyone often sitting down with a cuppa having a good chat with residents, which is great for the wellbeing of both them and for us.”

The provider supported staff in their professional growth by providing opportunities to progress into senior roles. Leaders supported staff to take on additional responsibilities to enhance their skills and wellbeing. This included champion roles such as dementia champion and speak up champion.