Stonewood Complex Care

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 80 (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.

Discussions with people, staff, and staff recordings demonstrated that care was delivered in a warm, compassionate and considerate manner. Staff understood what was important to people they supported and respected this. Trusting relationships had been established with people and staff could anticipate needs and provide support in a calm and consistent environment.

Staff talked to people about the care they were to provide. Records showed how the carers had explained how support was delivered to promote dignity, by the person drying themselves after a bath as best as possible, and being forewarned that a wipe may feel cool.

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.

From their first contact with the service, people told us staff treated them with kindness and respect. People described the assessment process as professional and reassuring.

Assessments considered the emotional impact of receiving care on people and their families and identified how staff could provide appropriate support. Managers also considered family life and the impact of receiving care over extended periods. People told us staff respected their homes and their lives.

One relative told us, “I can't praise them enough. Whatever they do, there are absolutely no complaints. It's very reassuring that we have such good carers as (persons) needs are very complex. The first time we met (manager), he put us with at ease. Within 10 minutes he was telling us what we needed to hear and how (persons) care would look. This was really important to us, to be able to trust somebody to care for (person). We've been with them three years now and we've had no problems at all.”

People told us staff were kind and professional and respected their wishes and feelings. They said they felt in control of their care and daily lives and were supported to live in the way they chose. Staff encouraged people to take part in activities of their choosing. Records showed people made decisions about when activities would start and finish.

Daily records that staff delivered care with a strong focus on people’s individual needs, comfort, dignity, wellbeing and presentation. Records also reflected thoughtful attention to small details that enhanced people’s lives, such as fluffing pillows and ensuring clothing and accessories were appropriately matched.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff encouraged and promoted people’s independence. People had clearly identified goals and objectives they wished to achieve. For some people, this included specific areas of focus where staff provided regular and targeted support to help maintain or improve independence.

Detailed care records complemented staff’s knowledge of people and guided them in promoting independence. Records showed people made choices about their care and daily lives, and staff respected and actively supported these choices.

We saw numerous examples of where the provider had advocated for people to ensure they received the necessary equipment and services to enable them to live the life they chose.

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.

Staff provided timely support and interventions. This ensured care and treatment were delivered at the right time and in line with people’s wishes and assessed needs.

Care records and discussions with staff demonstrated a strong understanding of subtle cues and the ability to anticipate people’s needs. Staff adapted care responsively to people’s immediate circumstances by offering reassurance or using trusted and approved support strategies. People and their families told us they felt safe, listened to and included. This person‑centred and responsive approach led to safe care delivery and good engagement with people.

One family member described their anxiety when care first began and shared an example of how staff responded during a medical emergency when they were not present. They told us,
“I wasn't there, it kind of was reassuring for me because the carers dealt with it really. Well, they rang me straight away, told me not to come back... Said it was all under control and everything's fine now. I felt really relieved to know that they've managed it well and that they'd contacted me and I was involved. It was a really important thing, and this has made me feel much better. Knowing I can go out and knowing that (person) is safe and that (person) feels safe with them too.”

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

The service promoted a positive working culture where staff felt valued, supported, suitably trained and confident in their roles. Regular supervision and avenues for discussions supported staff to feel listened to and enabled them to deliver high‑quality, person‑centred care safely.

Staff spoke positively about the culture and leadership within the service. One staff member told us, “One of the main factors for me feeling so secure in my job is the fact that the managers within the team are such genuine people. Having worked in the care sector for a long time, I know that not all workplaces have this culture. So, this is something I am extremely grateful for.” Another staff member told us, “I think what we do really well is treat individuals as such and realise that staff and clients need a different approach at times. Person centred values are not just applicable to the people we support but everyone within the business.”

The provider recognised staff achievements through incentive schemes, such as gift vouchers for ‘team of the month’ and ‘carer of the month’.