Stag Support Services

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 service. This key question has been rated 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.

Relatives were highly complimentary about the staff and the kindness and respect shown to them, their children, and their extended families. One relative told us, “The staff are always nice and polite even when [name of young person] had a bit of a meltdown. They (staff) have never once exhibited any hatred or any ‘sarky’ comment. They just took it in and then acted with kindness and that is the difference.” This meant each young person looked forward to spending time with the staff and benefitted from the positive outcomes this brought.

Another relative explained, “They (staff) are always praising [name of young person]. I’m really proud of [name of young person]. My anxiety has gone down. They (staff) are so proud of [name of young person].” This meant families were provided with reassurance their child was being well-looked after and felt they were equally supported.

Another relative commented, “I feel like they (staff) spend so much time and energy getting to know [name of young person] and getting it right.”

Individual support plans and records of support provided were written in a highly respectful manner. Staff were directed to give young people privacy and space where they were able to do so safely. For example, one support plan stated ‘I can pull my pull-up pads myself. I need help with adjusting my pad so it fits right’. Staff always used professional terminology. This meant young people and their families were treated with respect and dignity throughout all aspects of their support.

A staff member told us, “The best part about this job is making a lasting, positive impact on their lives (young people and their families). Watching them grow and build resilience and building trusting relationships is amazing.”

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.

The provider delivered a bespoke package of support to each person throughout their care journey. This meant right from the start consideration was given to where and when the initial assessment of needs took place. For example, some families and their children had suffered trauma and needed neutral locations for their first assessment meetings. Assessments always took place at times and locations suitable for the young person and their family. Support plans were discussed and reviewed at times convenient to the family and in locations they were comfortable with.

Support plans contained such details as, ‘Sometimes it can get too bright for me’, ‘I sometimes get a bit fixated on my ears to I might need you to help me keep my hands busy so I don’t make them sore’, and ‘I’m energetic and love to move and rock’. One young person’s plan directed staff ‘How to Help Me Have a Good Day: Be fun, happy, patient and silly. Be a friend to me…Let me do things for myself.’ This meant staff were clearly directed to support each young person in an individual manner.

Staff were conscious of identifying any form of distress or anxiety for each young person and the service sought to minimise these. For example, staff had identified that the seat belts in the transport they used caused discomfort. Staff sourced adjustable seat belts which meant each individual was better able to enjoy travelling. The service ensured there was a stock of different sensory items kept in each vehicle for young people to access whilst travelling. This ensured young people’s distress was minimised.

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 knew and treated young people as individuals. Every aspect of their preferences was noted and understood. For example, the service had developed a list of preferred toilets for each young person which they felt comfortable to use when out in the community. This supported each young person’s growth in trust of the staff and in their confidence when out and about. Staff recognised the importance for young people to feel safe and use facilities they were familiar with.

One young person’s support plan recorded, ‘Making Everyday Decisions: I love being given a choice. If you hold out two items for me I will pick my favourite’. A staff member told us about 1 young person, “He is a very good communicator, he is a non-verbal young man but what he does is he makes it very clear his wishes and feelings and he pushes it away like ‘what are you doing I don't want that’.”

The provider was 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 observant of people’s individual needs. Support plans contained detailed information to ensure staff were directed about how to respond. For example, one young person’s support plan included instructions such as ‘reassure, use soothing voice, provide a blanket for ‘hiding’ (to reduce sensory input), provide quiet and calm’. This meant young people were able to develop their confidence when experiencing new situations because they knew they would receive immediate support if they became anxious. Staff recognised the ways in which each young person communicated their wishes, needs and preferences. For example, by paying close attention to their communication and non-verbal signs. Staff were able to quickly respond to signs individuals may be experiencing sensory overload or were becoming distressed.

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

Staff were fully involved in how the service was organised. For example, staff were involved in de-briefs after sessions and had protected non-contact days to do this. These provided staff with regular opportunities to provide feedback and make suggestions to improve the service for young people and staff. Staff told us senior managers actively listened to them and made time to do this. A staff member explained, “All the managers are very proactive. They are supportive and are regularly checking in whilst we are on sessions.”

The nominated individual told us, “Staff are our most treasured resource. Staff can pick and choose their shifts.”