Care and Support Service - Monica Wills 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 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 demonstrated a strong and embedded culture of kindness, compassion and respect. Staff developed meaningful relationships with people and consistently treated them with dignity, patience and empathy. People spoke warmly about the support they received and the positive atmosphere within the service. One person told us, “I couldn't wish to be anywhere better. The staff are wonderful and genuinely care about me.” Another said, “They know me so well and always take the time to make sure I am happy and comfortable.”

Staff promoted people's emotional wellbeing alongside their physical health, recognising the importance of reassurance, companionship and meaningful relationships. Relatives described staff as caring, attentive and committed to providing the best possible support. One relative told us, “The staff don't just care for my relative, they genuinely care about them as a person. Nothing is ever too much trouble.” Another said, “The kindness shown to my family member has been exceptional. They are treated with dignity and respect every day.”

Staff frequently went above and beyond to promote people's wellbeing. For example, when 1 person was struggling emotionally following a bereavement, staff spent additional time providing emotional support, arranging opportunities for the person to share memories and maintaining regular contact with family members. This personalised support helped reduce the person's anxiety, improved their emotional wellbeing and enabled them to regain confidence in daily activities. Family feedback highlighted the exceptional kindness and dedication shown by staff, stating they had made a difficult period much easier to cope with. Healthcare professionals also praised the service for the warm, welcoming and respectful way staff engaged with people and their families. .

Staff demonstrated a detailed understanding of each person's history, preferences, relationships, culture and individual circumstances. They used this knowledge to deliver highly personalised care that promoted choice, independence and positive outcomes. Care plans contained detailed life histories and staff took time to understand what mattered most to people, enabling them to provide support that reflected each person's wishes, identity and goals.

The impact of this approach was evident in the positive outcomes people achieved. Staff provided consistent, person-centred support to 1 person living with alcohol dependency, enabling them to maintain their tenancy, access appropriate healthcare services and improve their overall wellbeing. Another person was supported to reconnect with their sibling after a period of limited contact. Through sensitive encouragement and ongoing support, they successfully rebuilt this important relationship and now enjoy regular lunches together.

Staff also described supporting a person who rarely left their flat due to anxiety and a lack of confidence. Working at the person's own pace, staff gradually encouraged and supported them to take small steps towards greater independence, initially leaving their flat and later visiting the on-site café. Over time, the person’s confidence significantly increased, and they now regularly participate in activities, spend time in communal areas and have developed friendships with other people. As their confidence grew, they became more socially engaged and active within the community.

Staff also supported 2 people living with disabilities to achieve an important personal goal by helping them celebrate a commitment ceremony. Staff respected their individual wishes and supported them to maintain their independence by continuing to live in their own separate flats while sustaining their relationship in a way that was meaningful to them. This demonstrated the service's commitment to promoting choice, inclusion and relationship-centred support.

Staff adapted activities and support to meet people's individual abilities and interests. They encouraged people to participate in community events, social activities and meaningful occupations, helping people develop confidence, maintain independence and remain connected to their local community. As a result, people experienced improved wellbeing, stronger relationships and greater control over their lives.

The provider was exceptional at promoting independence, choice and control. Staff understood people's individual needs, interests and goals and adapted support to help them live as independently as possible. One resident told us, "I can go out whenever I want to. They are there if I need them, but they let me get on with things when I don't."

Staff supported people to overcome barriers and participate fully in community life. For example, 1 resident who had previously been isolated gradually developed the confidence to join activities, build friendships and regularly socialise with others. Staff also used technology, including hearing assistive devices, which help people hear conversations more clearly by reducing background noise and improving speech transmission. This enabled people with hearing impairments to participate more confidently in conversations and people's meetings.

People were supported in ways that promoted inclusion and respected individual preferences. This included providing tailored support to help people participate in activities, meetings and community life at their own pace. Staff also supported 1 resident to obtain a mobility scooter, increasing their independence and access to the wider community.

Systems such as the " Everyday OK Assist " electronic check-in system allowed people to confirm their wellbeing each morning by pressing a button before an agreed time. If a check-in was not received, staff would visit the person's flat to ensure they were safe and well

This provided reassurance while enabling people to remain independent in their own homes. These approaches helped people maintain control over their lives, build confidence, reduce isolation and achieve positive outcomes while receiving the support they needed.

The provider responded promptly to people's changing and immediate needs to help ensure their safety, comfort and wellbeing. Staff knew people well and were able to recognise changes in their physical or emotional wellbeing, taking timely action and involving relevant healthcare professionals when required. Care plans were updated to reflect changes in needs, and information was shared effectively between staff to promote continuity of care.

People and relatives generally spoke positively about the responsiveness of the service. One person told us, “If I need help, someone comes quickly and sorts things out for me.” A relative said, “They keep a close eye on things. If there is a concern, they contact us and the right professionals straight away.” These comments demonstrated that people could access support when they needed it and were reassured by the provider's responsive approach to care.

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 demonstrated an exceptional commitment to staff wellbeing, recognition and development, creating a positive culture that enabled staff to consistently deliver person-centred care. Staff had access to wellbeing initiatives, including an employee support programme, training incentives, regular supervision, personalised support during difficult times, and rotas planned to promote a healthy work-life balance. The provider identified where staff might need additional support to use systems and complete training effectively. For example, staff who were dyslexic.

Staff were highly valued and recognised through an Employee of the Month scheme, annual awards, certificates and gifts for staff nominated by colleagues and people for going above and beyond. The provider also funded an annual trip for staff and their families and celebrated staff achievements.

The provider invested in staff development and promoted from within wherever possible. Staff were supported to access additional training and progress into roles with greater responsibility. This contributed to excellent staff retention, with many employees remaining at the service for over 10 years. One staff member told us they had returned from retirement to work at Monica Wills House because they found the role rewarding, felt they were making a difference to people's lives, and felt well supported and encouraged.

Staff consistently described the management team as compassionate, approachable and supportive. They felt able to share ideas and contribute to service improvements. Comments included, “It’s a brilliant team. I always look forward to coming to work,” “We are 1 happy family,” and “There’s no blame culture here.” The service maintained a fully staffed team, demonstrating high morale, strong teamwork and a workforce that felt respected, valued and motivated.