Mill 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 for this key question 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Whilst at the service over 2 days, we observed people moving around freely and seeking out staff support. Staff gently encouraged people to engage in their personal care and activities of daily living. Staff were familiar with people’s routines and chatted with them throughout the day. We observed both spontaneous and individually planned activity.

People came into the office for a chat and staff were observed as being polite and inclusive. One person told us, “I love living here, staff are amazing and they have helped me become more independent". Another person told us how much they had been supported which had put them in a better place. Another person said, “The staff really look out for you.”

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.

People had variable support needs and, in some cases, traumatic backgrounds. Staff were familiar with people’s needs and as most staff had worked at the service for a long time. They knew people very well and were able to provide consistent, measured support. Feedback from relatives and people using the service was that staff had insight into people’s wellbeing and were quickly able to identify if there was a dip in the persons wellbeing and were able to provide timely support.

One staff member told us,” The support and encouragement I receive from management for my own development. The teamwork ensuring all people we support feel safe, valued and supported.” Family members were of the view that this service was meeting the needs of their relatives, One said, “We were a bit wary, but it's lovely. I'd rather sacrifice the distance than the care.”

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 observed being supported by staff to remain independent and be in control of the care they received.

People had control over their own lives and decided what they wanted to do. Staff regularly consulted with them about their needs and aspirations. The accommodation and staffing were not static but amended in line with people’s needs and wishes. Some people had moved to more independent living as and when they felt ready. However, it was recognised that some people needed more support to help stabilise their mental health and help them to feel safe.

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.

On both days of our visit some people were out, some could go out independently and others needed support. This was planned around people’s needs.

Case studies showed how people were supported with things that motivated them or made them feel better about their life: from pets as therapy, to volunteering, to sitting quietly colouring or baking. Each person’s programme of support was different and enabled people to do what they wanted at their pace.

One relative told us,” All their needs are taken into consideration, and they talk to me too. I see a huge difference in them.” This was typical of the feedback we saw and how relatives told us that staff knew people well and this was a place in where people found their feet and began to thrive again.

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

Staff told us they felt well supported by the management team and were able to voice their opinions and concerns. Feedback was acted upon and staff were supported to develop themselves through training and detailed induction. Staff felt confident in what they were doing and found the job rewarding. Shifts were long but planned around the needs of the service and staff got adequate rest breaks.