Carlton 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 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.

Everyone we spoke with, including people using the service, their relatives, advocates and external professionals, spoke highly of the staff team, describing how they consistently went above and beyond in the care and support they provided. One relative told us how their loved one had been in an emergency placement and how this had been a difficult situation that they said felt impossible, disturbing and chaotic and how Carlton House made things possible and the management and staff had “welcomed them with open arms”. The feedback received was exceptionally positive and reflected a deeply embedded culture of warmth, empathy and person‑centred practice.

People told us they felt safe, valued and respected. One person said, “I would rate this place a thousand,” sharing this with a huge smile that clearly reflected how happy they felt living at the home. Another person told us, “I like it here, they keep me safe.” These comments highlighted not only the trust people had in staff, but also the strong sense of emotional security that staff had worked hard to build.

Relatives echoed these views and described the profound and positive impact staff had made on their loved ones’ lives. One relative told us, “It is safe, always clean, tidy, really warm and welcoming. I really would not want [person] to be anywhere else.” Another said, “It’s very good,they are amazing.” This feedback demonstrated the transformative effect of compassionate, sensitive and highly personalised support.

Advocates and professionals spoke very positively about staff attitudes and behaviours, consistently highlighting the team’s patience, empathy and ability to develop meaningful, trusting relationships with the people they supported. Staff showed an in‑depth understanding of people’s emotional needs and communicated with sensitivity, respect and genuine affection.

Throughout our observations, staff interactions were warm, thoughtful and respectful. They took time to listen, offered reassurance when people were anxious and celebrated people’s achievements. They consistently ensured that every person was treated as an individual and with dignity at all times.

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. For example, staff showed outstanding kindness and sensitivity when supporting people through difficult life experiences. They demonstrated a deep understanding of each person’s emotional needs and life history. This enabled them to provide meaningful, compassionate support that upheld people’s dignity and prevented distress from escalating into behaviours of concern.

Cultural, religious and diverse needs were actively celebrated within the service. We saw evidence of events and activities reflecting different cultures and identities, including Pride celebrations and religious festivals such as Diwali. People told us how much they enjoyed dressing up, eating a variety of foods, and singing songs linked to different cultures and religions. These celebrations helped people feel valued, included and proud of their identities.

Staff also recognised the importance of maintaining family and personal connections. They worked closely with relatives to facilitate meaningful contact and ensured families felt informed and involved. Relatives told us they valued the team’s empathy and described finding comfort in the thoughtful and sensitive ways staff supported ongoing communication and involvement.

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 an in‑depth understanding of each person’s social history, background and the things that mattered most to them. Care plans were highly personalised and reflected people’s individual preferences, needs and aspirations. Staff used this information skilfully to support people to make informed decisions and to lead their own lives in ways that were meaningful to them. One relative told us that their loved one had previously made a decision not to take medication and that with the assistance of staff and the way it was explained to their loved one they now understand the importance of taking their medication and why it is important for them.

The service consistently went above and beyond to promote people’s autonomy. People were supported to develop independence at a pace that suited them, with staff providing encouragement, guidance and opportunities rather than doing things for people. We saw examples of people accessing local colleges, undertaking voluntary work and one person choosing to learn another language. This resulted in people building confidence, developing new skills and taking greater ownership of their daily routines and long‑term ambitions.

Staff actively enabled people to attend social events and maintain links with the community. Examples included visits to the local pub and café, engaging in activities that reflected individual interests, and expanding social networks. These opportunities were not only enjoyable but also supported people’s personal development, helping them to feel included, valued and connected.

The service demonstrated outstanding practice in supporting people to achieve significant life goals. Staff worked closely with individuals to plan and undertake holidays and day trips, ensuring these experiences were meaningful, well‑planned and tailored to each person’s needs and preferences. For example, one person identified gaining employment as a long-term goal. The registered manager and staff worked closely with the person to explore appropriate college courses that aligned with their interests and strengths, supporting them to develop skills that would increase their future employment opportunities.

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.

People had detailed communication plans in place that clearly guided staff on how each person expressed distress, discomfort or changes in their health and mood. These plans were highly personalised, regularly reviewed and effectively embedded into day‑to‑day practice.

Staff recognised early signs of anxiety or distress and responded appropriately. This enabled staff to identify emerging concerns and implement proactive strategies to prevent incidents from occurring.

Records showed when staff identified these signs, they acted promptly by offering reassurance, adapting activities and escalating concerns to appropriate professionals where required. This proactive and responsive approach helped prevent anxiety and distress from escalating and ensured people received timely, appropriate support.

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.

Staff told us they felt well supported in their roles and described a positive working culture where wellbeing, teamwork and personal development were prioritised. Staff consistently reported that they felt valued, listened to and enabled to carry out their roles effectively.

Staff spoke very positively about their experience of working at the service. One member of staff said, “I feel humble and very grateful to be able to work here and support the people I do. The manager is such an amazing person and looks out for everyone.” This reflected the strong sense of purpose, pride and personal satisfaction staff gained from their work.

Another member of staff told us, “I have waited a long time for the changes that have now come. I knew the potential was there, but [name] has made this home a pleasure and privilege to work in.” Staff felt their views were welcomed and that they contributed meaningfully to decisions about care and service development. This inclusive approach promoted ownership, confidence and cohesion within the workforce.

Staff said they received regular supervision, accessible guidance from the registered manager and ongoing opportunities to develop their skills. They felt comfortable raising concerns or asking for advice and described being met with understanding, reassurance and constructive support. This had a clear and positive impact on staff morale and helped to maintain a stable, motivated and committed staff team.

The service demonstrated strong and effective practice in promoting workforce wellbeing and enablement. Staff felt supported, involved and appreciated, which contributed directly to the consistent, compassionate and high-quality care people received.