Hampshire Head Office Brockhurst Rd

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. This is the first assessment for this newly registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Although the provider did not always uphold people’s privacy and dignity, staff treated people with kindness and compassion. We found practices within the service that did not fully support the promotion of people’s dignity.

CCTV had been installed in communal areas, and staff carried out routine monitoring checks, including night-time observations, without a clear risk-based rationale. Although the impact on wellbeing appeared minimal, the systemic use of surveillance without proper safeguards posed a significant risk to people’s privacy and dignity.

However, staff treated people with kindness and compassion. We observed positive, respectful interactions where staff took time to engage meaningfully with people. They listened carefully, used warm and friendly tones. They responded to individual needs with patience and understanding. People appeared relaxed in staff presence and told us they felt cared for and supported.

The provider responded positively when concerns were raised. They removed CCTV from communal areas during our inspection and reviewed their use of monitoring to ensure it respected people’s privacy and autonomy. These actions demonstrated the provider’s willingness to listen, reflect, and make changes that uphold people’s dignity and rights.

The provider treated people as individuals and ensured their care, support, and treatment reflected their unique needs and preferences. They considered each person’s strengths, abilities, aspirations, cultural background, and protected characteristics.

Staff demonstrated deep knowledge of each person and care plans consistently reflected this understanding. Whilst main support plans and risk assessments were not always detailed, the “About Me” sections of these were especially strong. They highlighted people’s backgrounds, preferences, routines and aspirations, enabling staff to deliver truly person-centred support. These practices had a very positive impact on people as they received tailored care which enhanced their confidence, comfort and sense of identity.

The provider’s commitment to personalised care ensured every person felt seen and valued. Their thoughtful, individualised approach underpinned positive outcomes and respect for people’s unique identities.

The provider did not consistently promote people’s independence or their ability to make choices and control their daily lives.

Visiting rules restricted people’s autonomy. Overnight stays were not permitted, and visitors were required to leave by 9 pm. People did not hold keys to their own homes. The provider stated this was due to past experiences of individuals misplacing room keys and not being held accountable. However, there was no evidence that this approach had been reviewed on a case-by-case basis. Instead, people had to ring the doorbell for staff to let them in if they returned after 9 pm, limiting their freedom to come and go as they wished.

Whilst these were disproportionate restrictions, people told us they felt safe and comfortable in their homes. They did not express any distress or dissatisfaction related to the restrictions and we observed no negative impact on their wellbeing or daily experience.

After we raised these concerns, the registered manager contacted the landlord, who issued new keys to the people using the service and installed a coded keypad lock on the side gate, allowing 24-hour access. The care provider also reviewed and updated their visiting policy and risk assessments. Although not all restrictions were lifted by the end of our inspection, the provider’s willingness to reflect and make changes demonstrated a clear and growing commitment to supporting people’s autonomy.

The provider listened to and understood people’s needs, views, and wishes. Staff responded promptly to people’s needs, taking action to minimise any discomfort, concern, or distress.

We observed staff responding quickly and appropriately. For those who could not communicate verbally, we saw caring and compassionate interactions that reflected strong relationships. This allowed staff to anticipate needs and provide effective support that reduced discomfort and distress.

People using the service had Positive Behaviour Support (PBS) plans and other safety protocols in place where appropriate. These person-centred, proactive plans helped staff understand and manage distressed behaviours, particularly for individuals with learning disabilities or autistic people. PBS focuses on improving quality of life by addressing underlying causes and teaching new skills, rather than simply reacting to behaviours. These plans enabled staff to respond to people’s needs in a personalised, consistent and appropriate way.

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

The provider demonstrated a strong commitment to promoting staff wellbeing through regular supervision sessions and team meetings. Staff had opportunities to discuss their workload, raise concerns, and receive guidance and support. These forums also included discussions on staff recognition, helping to reinforce positive practice and boost morale.

Staff told us they felt valued, supported, and well-equipped to carry out their roles. They described manageable workloads and a culture of equity and respect. One staff member described, “The way that management and colleagues speak to me. I am commended when I do right and when I do wrong, I am given advice. I know I am valued’.

This focus on staff wellbeing and open communication helped create a positive working environment, which directly benefited the quality of care people received. By investing in their workforce, the provider ensured staff remained motivated, confident, and able to provide safe, compassionate, and person-centred support.