New Oakwood Lodge, Phoenix Futures Derbyshire Residential Service

Caring – This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This was the first assessment of the service. This key question has been rated Good. This meant people were respected and valued as individuals; and involved as partners in their care.

Staff demonstrated consistent commitment to privacy, dignity, and person-centred care, responding sensitively to people’s individual needs. They empowered them to understand, manage, and make informed choices about their care and treatment, actively involving them in care planning, assessment of risk, and decisions wherever possible. Staff also anticipated people’s needs well and sought feedback to improve care quality and treatment outcomes.

Families and carers were fully engaged, informed, and supported, with staff promoting a culture of partnership, respect, and collaboration. Staff monitored and audited people and carer involvement, communication and satisfaction, which ensured care met people’s expectations. People and their loved one’s feedback demonstrated that staff provided care that was not only kind and empathetic but also measurable, responsive, and consistent in impact, reinforcing a positive culture throughout the service.