Real Life Options - 90 Capel Gardens

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 service 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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff were kind, respectful and caring.

People received care from a consistent regular team of care staff that they were familiar with. A relative told us, “The staff are friendly, professional and engaged.” Another relative said, “Staff are caring. My [family member] has known them for some time.”

Staff managed more complex needs sensitively and anticipated behaviours that could cause distress, helping people feel safe and well cared for. Staff had developed positive and trusting relationships with people, and our observations confirmed respectful and compassionate interactions between staff and people during our site visit. A member of staff said, “We see service users as family.”

People looked at ease and comfortable in the presence of the manager and staff. Staff were attentive and reassuring to people. The manager and staff spoke about people they supported in a respectful and affectionate manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff knew people well and adapted their approach to match individual communication styles, routines and sensory needs. Staff understood people’s needs and provided care in a way which was personalised to them. A relative told us, “I do think my [family member] is comfortable there. [Staff] are able to meet their needs.”

Care plans were personalised, based on people’s assessed needs, and reviewed to help ensure they remained up to date. Where people were unable to communicate verbally, staff used Makaton signs and pictorial prompts to support effective communication and promote involvement in daily decisions. A member of staff told us, “I am familiar with BSL and Makaton. I am confident I understand [people’s] needs and have worked there for so long and really do know them. I have been able to build a relationship with people naturally. They are likely family.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to have independence, choice and control over their daily lives. Care plans set out what people required support with and what they could do for themselves.

People were encouraged and supported to access the community, develop skills and pursue their personal interests. Staff promoted independence and supported people to take part in activities both within the home and in the local community. People’s bedrooms were personalised to reflect their likes, interests and preferences, helping to create a homely and comfortable environment.

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.

We observed staff providing timely support when people required assistance. A relative told us staff were prompt with providing assistance where required adding, “[Staff] are very much clear about how to support my [family member] and know their needs. There are 2 carers in particular that have known [family member] for a long time. They are up to speed with [family member’s] needs.”

Staff understood how to escalate concerns, seek urgent help and adapt support when needs changed.

People were supported to attend healthcare appointments, and staff worked closely with professionals to address health needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There had been a recent change in management. A new manager was in post from February 2026. The majority of staff spoke positively about the change in management and subsequent changes to the running of the home. A member of staff said, “In my opinion, the changes are all ok. The manager is doing her best. This manager is good. [They] stick to their words. They treat staff very well. It is a good place to work.” Another member of staff said, “The manager is lovely. Very well supported by the manager. I can speak openly. They are very accessible and always ready to support.” However, another member of staff told us, “[The manager] isn’t considering change management. They are not communicating with staff before making changes. They need to let staff adapt to the changes.”

Staff were encouraged to speak up and raise concerns openly. The manager emphasised the importance of having a transparent culture where staff were able to speak up and where concerns are raised. The majority of staff we spoke with told us they felt supported and valued by their colleagues and management. A member of staff said, “This manager is always ready to support.” Another member of staff told us, “The management support us well. I can always call the management if I need to.” However, another member of staff said, “Since the changes, I am not happy.”

We discussed the feedback with management who advised that they intended to work closely with staff. The manager said they were eager to work with staff and wanted to gain the trust of staff. They said that the changes being implemented were to help with the effective running of the home.