1 Sheringham Avenue

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding.

This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received highly personalised care that was consistently tailored to their individual needs, preferences and aspirations. Care plans were detailed, regularly reviewed and reflected people’s current needs, ensuring staff had clear guidance on how to provide support that was meaningful and effective. Staff demonstrated a strong understanding of people as individuals and adapted support to reflect their routines, choices and goals.

The provider responded proactively to changes in people’s needs, working in partnership with relatives and external professionals to ensure people received the right care and support at the right time. Relatives told us people’s needs were met and described the care as flexible and responsive to individual circumstances.

The provider took a proactive and structured approach to supporting people to develop independence in line with their individual goals. For example, staff supported people to develop practical life skills, including preparing their own meals. This approach was embedded into daily routines and tailored to each person, using step-by-step guidance, visual tools and the gradual reduction of prompts as people became more confident. Staff and records demonstrated this approach had been consistently applied over time.

During the assessment, we observed people preparing meals with minimal staff support. Staff provided reassurance where needed but did not take over tasks, enabling people to complete activities at their own pace. People appeared confident and comfortable, and interactions were calm and encouraging.

As a result, people developed increased confidence and independence in managing their daily routines. Staff told us people were now able to cook and maintain their kitchen spaces with minimal prompting. This approach also reduced anxiety for some people, particularly in relation to sequencing tasks and sensory aspects of the kitchen environment, and promoted a greater sense of achievement and control.

People were also supported to access opportunities based on their individual goals and preferences, including voluntary work and community activities. Staff described how some people had progressed from being anxious and socially withdrawn to engaging more confidently in meaningful activities, which had a positive impact on their wellbeing and independence.

People were supported to maintain relationships and engage with others, both within the home and in the wider community. Staff encouraged social interaction while also respecting people’s preferences for how and when they chose to spend their time. One person told us, “They never deny me when I want to go out,” demonstrating how staff supported individual choice and meaningful engagement.

This meant care was not only personalised and responsive to people’s changing needs, but was designed to achieve meaningful outcomes. People experienced increased independence, confidence and wellbeing, and were supported to take greater ownership of their daily lives.

The provider delivered highly consistent, seamless and well-coordinated care, which ensured people experienced continuity and stability over long periods of time. Care plans were detailed, person-centred and regularly reviewed, enabling staff to provide support that was responsive, consistent and aligned with people’s evolving needs and preferences. This included adapting support when people’s needs or routines changed.

Relatives described how the provider responded flexibly to changes in people’s needs. For example, one relative told us that when adjustments were requested to a person’s daily routine and timetable, staff worked collaboratively with them to review and implement these changes without delay. The relative said, “It feels like they genuinely listen and take feedback on board.” This demonstrated that care planning was responsive and led to support that better reflected the person’s preferences and day-to-day needs.

Continuity of care was a significant strength of the service. Relatives consistently highlighted the stability of the staff team, with one relative telling us, “Yes, pretty consistent for the last 20 years, it's a testament that they are able to retain staff. They’ve played a big role in helping the people they support over the years. That consistency in staffing makes a huge difference, as they know residents really well and can provide care in a way that feels personal and reassuring.”

Staff worked cohesively as a team and communicated effectively through detailed records, handovers and ongoing discussions. This ensured any changes in people’s needs were promptly recognised and responded to, with a shared understanding across the team. Staff also worked proactively with healthcare professionals and other services to ensure people experienced smooth transitions and had timely access to the support they required.

The provider demonstrated a strong commitment to maintaining continuity of relationships and emotional wellbeing during periods of disruption. For example, during the COVID-19 pandemic, systems were introduced to ensure people could maintain regular contact with their families, including the use of a dedicated house vehicle to facilitate safe visits when usual arrangements were restricted. This approach was sustained beyond the pandemic and embedded into routine practice. This enabled people to maintain important relationships, reduced feelings of isolation and anxiety, and supported emotional stability during a period of significant uncertainty.

This strong, integrated approach meant people experienced consistent and reliable care from staff who knew them well, reducing the need for people to repeatedly explain their needs and preferences. It also enabled staff to anticipate changes in people’s needs and respond promptly, which supported people to feel secure, understood and confident in the care they received.

The provider ensured people and those important to them were provided with clear, accessible and timely information to support their understanding and involvement in care. Staff communicated with people in ways that met their individual needs, using appropriate methods to ensure information was understood. This supported people to make informed choices about their daily lives and care.

Staff demonstrated an awareness of the importance of clear communication and described how they adapted their approach depending on the person. This included using simple language, giving people time to process information and checking understanding.

Relatives told us they were kept well informed and communication was consistent and effective. One relative told us staff had, “excellent communication with us,” which demonstrated the provider maintained open and transparent communication with those involved in people’s care.

Information sharing systems were well established, including regular updates, discussions and records, which ensured staff and stakeholders had access to relevant and up-to-date information. This meant people, relatives and professionals were well informed, supporting safe, coordinated and person-centred care.

The provider demonstrated a strong and embedded culture of listening to and involving people in all aspects of their care and the running of the service. People were actively encouraged and supported to express their views, make decisions and shape their daily lives. Feedback from people showed they were empowered to make choices and felt confident their voices were heard. One person told us, “I can tell them anytime of any changes I want,” which demonstrated people had genuine control over their care and support.

Relatives consistently told us they were listened to and involved in decisions. They described open and ongoing communication, with staff taking time to understand their views and act on feedback. One relative said, “Whenever I’ve wanted something changed, the provider has been very accommodating.” For example, relatives described how feedback about daily routines and support arrangements was reviewed and acted upon promptly, resulting in care being adapted to better reflect people’s preferences and needs.

Relatives also gave examples of being fully involved in more complex decisions about people’s care. One relative described how, following a prolonged hospital stay, concerns were raised about whether their family member could return to the home. They told us, “There was also a time when the hospital questioned whether [person] should return to the home after a long stay, but the provider was very proactive and reassured everyone that they would train staff as needed to meet his requirements. That gave me a lot of confidence in how responsive and committed they are.” This demonstrated that relatives were actively involved in discussions about care, their views were taken seriously, and the provider worked collaboratively with them to agree how best to meet the person’s needs.

People were actively involved in shaping the service. For example, people were supported to take part in meetings about their home, including chairing their own meetings with staff support where needed. This enabled people to raise concerns, share ideas and influence decisions about how the service operated. People were also involved in the recruitment of staff, which meant they could help decide who supported them.

Staff described a consistent approach of listening and responding to people’s concerns. When people raised concerns about their health or wellbeing, staff took time to listen, ask appropriate questions and take action. Staff gave examples where this approach had helped identify issues early and provide reassurance, which reduced anxiety and helped people feel confident to raise concerns in the future.

The provider had systems in place to gather feedback and involve people and their relatives in reviewing care and developing the service. There was a clear and accessible complaints process, and people and relatives told us they felt confident raising concerns. One relative explained they had, “never needed to make a complaint as it never gets to that stage,” as issues were addressed promptly through open discussion.

This highly inclusive and responsive approach meant people and their relatives were not only listened to, but actively involved in shaping care and improving the service. People experienced increased confidence in expressing their views, felt reassured their concerns would be acted upon, and could see that their feedback led to meaningful changes in how they were supported.

The provider ensured people had equitable access to services, opportunities and support, enabling them to live full and active lives. Staff recognised that people experienced different barriers to accessing services and adapted their approach to ensure these were identified and addressed.

People told us they were supported to access a wide range of opportunities in the community, including social activities and meaningful engagement. One person described their involvement in activities such as, “bowling, work at voluntary job, watch football,” which demonstrated they were supported to pursue their interests and maintain an active lifestyle.

We observed staff supporting people to access opportunities in the community, including transporting people to voluntary work placements. Staff provided reassurance and encouragement, supporting people to attend activities aligned with their interests. When we asked about their experiences, one person told us they enjoyed attending. Staff explained that some people had required support to build confidence to access these opportunities, which demonstrated how barriers were addressed to enable people to participate more fully in community life.

Staff supported people to access new environments and experiences in a way that reduced anxiety and promoted inclusion. This included supporting people to plan and take part in holidays and community activities, with preparation and reassurance provided to help people feel confident in unfamiliar settings. As a result, people were able to access opportunities they may previously have found difficult, supporting increased confidence and participation.

The provider also worked proactively to reduce barriers to accessing healthcare. One relative told us, “I used to take him to appointments myself, but now the provider takes the lead in arranging and attending these, which has been really helpful.” This demonstrated how support had developed to ensure people had consistent and equitable access to healthcare services.

Staff worked with external professionals and organisations to ensure people received the support and equipment they needed, enabling them to access services safely and effectively. This joined-up approach supported people to access services in a way that met their individual needs.

This meant people experienced equitable access to services and opportunities, as barriers related to confidence, health needs and unfamiliar environments were actively identified and addressed. People were supported to access a wider range of opportunities and participate more fully in community life, resulting in increased confidence, inclusion and independence.

The provider ensured people experienced equitable outcomes by delivering highly individualised care that reflected their specific needs, preferences and goals. Staff recognised that each person required a different approach and adapted support to ensure everyone had the opportunity to achieve positive outcomes and live meaningful lives.

People were supported to access opportunities and develop skills in ways that reflected their individual starting points and aspirations. For example, staff supported people to build confidence and independence in daily living skills, such as preparing meals, managing shopping and maintaining their home. This was achieved through tailored approaches, including breaking tasks down into manageable steps and gradually reducing support over time. As a result, people who had previously relied on staff were able to complete tasks more independently, which increased their confidence and ability to manage aspects of their daily lives.

We observed staff supporting people to access opportunities in the community, including transporting people to voluntary work placements. Staff provided reassurance and encouragement, supporting people to attend activities aligned with their interests. When we asked about their experiences, one person told us “I enjoy going to my voluntary work”. Staff explained that some people had required support to build confidence to access these opportunities, which demonstrated how barriers were addressed to enable people to participate more fully in community life.

The provider worked proactively to reduce barriers to accessing healthcare. One relative told us, “I used to take him to appointments myself, but now the provider takes the lead in arranging and attending these, which has been really helpful.” This demonstrated how support had developed over time to ensure people had equitable access to healthcare, reducing reliance on family members and promoting continuity of care.

Staff demonstrated a clear understanding of the need to tailor support to each individual. One staff member told us, “All residents are different and individuals, they all have different likes and dislikes. I respect their choices and tailor care to their personality and preferences.” This approach ensured care was adapted to meet people’s unique needs, enabling them to achieve outcomes that were meaningful to them.

Staff worked closely with external professionals and organisations to ensure people received the right support and interventions. This included coordinating healthcare, supporting attendance at appointments and ensuring people’s needs were consistently met across services.

Relatives highlighted the positive outcomes achieved for people over time, including increased independence, confidence and engagement in the community. This demonstrated a strong, outcome-focused approach, where support was tailored to enable people to progress from their individual starting points and achieve outcomes that were meaningful to them.

This meant people experienced equitable outcomes, as barriers to participation, independence and wellbeing were actively identified and addressed. People were supported to make progress at their own pace, resulting in increased independence, improved confidence and greater inclusion in community life.

The provider supported people to plan for the future in a way that reflected their wishes, needs and changing circumstances. Staff demonstrated an understanding of the importance of forward planning and ensured care plans were regularly reviewed and updated to reflect any changes in people’s health or wellbeing.

Staff worked collaboratively with healthcare professionals and those important to people to ensure future care was considered and appropriately planned. This included responding proactively to changes in people’s needs and ensuring care remained effective, coordinated and person-centred over time.

Relatives spoke positively about the reassurance this approach provided. One relative told us, “It’s taken a lot of pressure off us, knowing that he’s being well cared for and supported. That reassurance has been invaluable, and we feel much more at ease because of the support in place.” This reflected the confidence families had in the provider’s ability to plan ahead and respond to changing needs.

People and their relatives were involved in discussions about future care, ensuring their views and preferences were understood and respected. This meant people were supported to plan ahead in a proactive and thoughtful way, with systems in place to maintain continuity and high-quality care as needs evolved.