Creative Support - Teesside Services

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• 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 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team and staff were 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. A visiting professional told us, “The [registered managers] are somebody they (people and staff) all respect and look up to.[The registered managers] have a wealth of knowledge in their field, and people are the focus.”

Staff were highly skilled at communicating in a way which put people at ease and provided reassurance. Staff knew people very well and spoke to them in a dignified, respectful way, adapting their approach to suit each person’ s communication needs. Staffs’ kindness and compassion was further demonstrated in the way they spoke about the people they supported.

It was clear people had strong and trusted relationships with staff. Our observation confirmed people were treated in an extremely kind and caring way. People were relaxed and comfortable with staff and interacted positively with them. It was apparent from these interactions that they had meaningful relationships with staff that were based on trust. We saw a person interacted with a staff member through touch. The person’s reaction during this interaction was warm and affectionate. A person said, “They help me to be happy and live my life to the full.” A person told us about the kindness of staff, they said, “They arranged a birthday party for me which was a surprise and made me realise what I mean to (staff).”

During our visit to a craft afternoon session, we observed an outstanding approach to recognising people’s individuality. People were given genuine choice and control over how they spent their time; some chose to create Easter decorations, others preferred to sit and chat, while others engaged in different types of artwork that reflected their personal interests. Staff supported each person in a way that reflected their preferences, abilities, and goals, ensuring care and support were shaped around the person. This demonstrated a strong and embedded culture of person-centred care, where people were valued for who they are and supported to engage in ways that were meaningful to them, leading to positive experiences and improved wellbeing.

Professionals praised the staff and management for their caring and compassionate approach to supporting people. One professional said, “Having observed various Creative Support staff working directly with individuals, they consistently demonstrate a caring, person-centred approach that promotes independence and respects personal preferences.”

The management team and staff showed exceptional commitment to person‑centred care. They consistently treated people as unique individuals, ensuring that care, support, and treatment was tailored to meet personal needs and preferences.

The management team took full account of each person’s strengths, abilities, aspirations, culture, and protected characteristics, recognising and celebrating individuality. This thoughtful approach meant that people’s voices were heard, their choices respected, and their dignity upheld at every stage of care.

Staff consistently demonstrated a deep respect for human rights and individuality, ensuring that every person was supported in ways that upheld their dignity, independence, and choice. When challenges arose, the focus was never on restricting people, but on finding creative, empowering solutions that allowed people to continue living life on their own terms.

A striking example of person-centred care was seen when a person who loves hot soup was identified as being at risk of spilling it. Rather than removing their independence, staff worked alongside them to explore safe ways for them to continue enjoying their soup. Together, they selected an insulated cup with a straw to reduce the risk of spills. These thoughtful adjustments reduced the risk of harm while preserving the individual’s independence, dignity, and enjoyment of an activity that was important to them.

People consistently experienced care that promoted their independence, respected their choices, and gave them control over their daily lives. Care plans were developed with people, highly person-centred and tailored to individual preferences, routines, and goals. For example, plans for people clearly prioritised autonomy, dignity, and involvement in decision-making. Staff were instructed to always seek consent, explain tasks, and encourage people to do as much as they could for themselves.

Independence, choice and control was truly promoted by everyone at Creative Support. There was a real focus on what people could do for themselves and how this could be further developed to allow people to live fulfilled lives. For example, one person loved to visit their relatives in the community but due to mobility issues, had some reliance on staff. Staff worked with the person to discuss options that may increase their independence in this area. As a result, funding was sourced for a mobility scooter. This has allowed the person to be fully independent in accessing the community, visiting relatives and building their social circle and had a significantly positive impact on them.

People were at the centre of their care and support and told us they were empowered and listened to. Families praised the staff and management team for enabling choice and flexibility, saying staff worked closely with them to adapt communication and empower people through therapeutic approaches.

Feedback from people and staff showed a strong culture of respect and enablement. Staff were proud of promoting independence. Staff demonstrated exceptional commitment to empowering people, resulting in them having improved wellbeing, confidence, and quality of life.

A person was supported to build their independence with personal care, particularly shaving. Staff worked with them to develop the skills needed to carry out a wet shave safely on their own. This involved step-by-step guidance, demonstrations, and the right level of supervision. As the person became more confident and capable, staff gradually stepped back, allowing them to take greater control. This approach promoted independence while ensuring the person remained safe and supported.

Professionals praised the staff and management for their caring and compassionate approach to supporting people. One professional said, “Having observed various Creative Support staff working directly with individuals, they consistently demonstrate a caring, person-centred approach that promotes independence and respects personal preference. The positive ethos of the organisation led by the registered service director (who is also one of the two registered mangers), is clearly evident throughout the service.”

The management team and staff were exceptional in how they 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 were highly skilled in responding to people’s immediate and long terms needs. For example, staff identified one person was showing signs of distress when staff changes occurred. As a result, staff allocations were immediately reviewed, and a consistent staffing team was put in place to reduce their anxiety and build trust. This caring, person‑centred approach helped the person feel safe, understood, and emotionally supported. Over time the person became more engaged in daily routines, understood their weekly schedule, and began participating in cooking, learning activities and community walks. As a result of this approach, the person has developed new skills, and their wellbeing had significantly improved.

Staff responded immediately and effectively to people’s changing health needs. One person was suffering with reoccurring stomach pains. They were supported to visit their GP and follow the advice given. This included supporting the person to purchase probiotic drinks to support digestion. Staff initially prepared these drinks daily until the person’s confidence grew and they could prepare the drinks independently. This demonstrated highly responsive support that promoted both health and independence.

Staff used recognised screening tools to identify any health concerns at the earliest opportunity. These had been effectively implemented, and immediate action was taken by staff when any concerns were found. For example, it was identified that one person had unintentionally lost weight. Although the person was not at risk of malnutrition, they worked with the person to help them get a better understanding of their diet and the importance of following a well-balance diet.They worked with the person to plan meals and create shopping lists, which gave them a greater sense of ownership and encouraged active participation. The person is now more engaged in shopping and meal preparation than ever before, demonstrating increased independence and confidence.

The provider demonstrated an exceptional commitment to staff wellbeing. From induction onwards, employees were provided with access to a comprehensive range of confidential support services, and their rights were consistently upheld.

Regular supervision sessions and annual appraisals ensured that staff felt valued, supported, and given opportunities for development. A wide-ranging wellbeing offer was in place, including a health and wellbeing app, an employee assistance programme, free counselling, and access to confidential advice on both personal and professional matters. This positive culture directly contributed to improved outcomes for people using the service, as staff felt confident, motivated, and fully enabled to perform at their best.

Staff were further motivated through financial incentives linked to training, alongside a strong culture of recognition. The organisation’s awards scheme actively celebrated excellence, with recent nominations highlighting the team’s dedication and commitment. This holistic and proactive approach fostered a highly supported, motivated, and resilient workforce.

Staff shared very positive feedback about the level of support they received in their roles. One staff member commented, “[Registered manager] has an amazing impact on our service. They show exceptional attention to detail and are always available should staff need support. They make you feel comfortable in your role regardless of the situation and give you the confidence to learn and grow in areas where you may feel less confident.”