- Care home
Encompass Care Respite Accommodation and Outreach Service
Assessment report published 30 October 2026
Contents
Ratings
Our view of the service
We carried out this assessment on 5 and 9 October 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.We found people received care and support in accordance with this guidance. This provider was able to demonstrate how they were meeting the underpinning principles of ‘Right support, right care, right culture’.
People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. We found that staff and management worked within the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions they had choice, control and freedom over their lives.
People received exceptionally kind, compassionate and person-centred care from staff who knew them extremely well and consistently treated them with dignity, respect and empathy. Feedback from people, relatives and professionals was overwhelmingly positive about the caring culture and high-quality support provided. Staff understood people’s histories, preferences and aspirations and used this knowledge to deliver highly personalised care which promoted wellbeing, independence and positive outcomes. Staff told us, “We are a person-centred care service, all about giving the people we support the best time whilst they are staying with us.”
The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People were supported to get out and about in the local community. Members of staff supported people to engage in a range of different activities of their choosing.
People were supported to make meaningful choices. Staff used creative and personalised approaches to reduce distress, increase confidence and provide people with purpose and reassurance. The provider worked effectively with relatives, professionals and the local community to improve outcomes and ensure people remained connected to meaningful activities and relationships.
People were supported by staff who were recruited and trained well and had a good understanding of their individual needs and preferences. People and their relatives were provided with information about the service, including how to raise concerns or make a complaint. The provider had an established complaints process and supported people to share any concerns. Systems were in place to ensure people could access the care, support and treatment they required when they needed it.
There was a highly positive, open and inclusive culture throughout the service. Leaders were visible, approachable and supportive, and promoted the values of empowerment, individuality and respect. Staff felt valued, listened to and involved in decision making. The provider actively supported staff wellbeing, development and progression, which had created a skilled, motivated and stable workforce and promoted continuity of care.
Governance arrangements were in place, including regular audits and open communication with people, relatives, and staff. Managers were visible, approachable, and engaged, and they fostered a culture of openness and responsiveness to feedback.
People's experience of this service
Not all people were able to directly tell us about their care experience and for these people we observed the interactions between people and staff. This approach showed people were included and listened to and staff consistently interacted positively with them. People appeared to be happy and smiling and gave a thumbs up when asked if they liked staying at Encombe for the duration of their respite stay. One relative told us; “[Name] face lights up when we get here, we have been coming for respite for years and I would know if [Name] wasn’t happy or comfortable here.”
An Expert by experience (is a person who has experience of using or caring for someone who uses social care services) spoke with eight relatives who expressed overall satisfaction. One relative told us, “What's good is that [Name] is safe. For example, any issues they ring me”. Another said “What's good is that they introduce new staff very slowly. The staff team are very good and consistent, so they know [person]inside and out.”
Other comments from relatives included, “[Person] is very happy going there. Lots of smiles. They keep me informed.” And “[Person] loves going and always comes back in a good mood. I can't think of any issues with them. [Person] has a very good diet and gets a variety of food and snacks. They are good with their medication.” And “I definitely think they understand [person’s] needs. No concerns at all. They are spot on updating their care plans and get us involved."
Relatives described the service as being ‘very welcoming’ and “They can't do enough for us. They are exceptional”.
Relatives told us their family member felt safe, and they trusted staff, and we saw how people’s quality of life had improved. Relatives told us, “This is a safe place." Another relative told us, “[Name] has been there just over a year and has completely changed since being there, staff treat [them] really well and respect [them], they are more like a friend, it is really safe.”
Relatives told us they were kept informed about their relative said “Staff are really good at communicating with us.” And “They communicate well and I have faith in the leadership.”