Raven Support Limited

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 90 (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.

Leaders had systems and processes in place which allowed them to monitor whether people were being treated with kindness and compassion. They completed regular spot checks, completed audits of the daily notes and observations being completed, completed supervisions and appraisals with staff, ensured there were regular reviews of care with people and provided other forums for people to give feedback such as surveys.

The registered manager reinforced a strong culture of kindness and respect and this was reflected in their communication with staff. Staff embraced the provider’s guiding values of privacy, dignity, rights, equality, diversity and inclusion in the way they supported people. They used empathy, understanding, and kindness to build trusting relationships with the people.

People and relatives consistently described staff as caring and respectful. One person told us, “They [staff] are kind and caring. I get on so well with staff. If I don’t connect [with a staff member] I bring it up with the office and we talk it through, they put an instant block on the staff, they want me to feel comfortable in my own home.” One relative told us, “They [staff] are absolutely dedicated to [name of person’s] care and they are kind.” Another relative commented, “They [staff] are very caring. They treat [name of person] with dignity they are brilliant.” One person told us how staff had gone over and above by supporting them at an extremely difficult and emotionally challenging time. They told us staff had taken time out to support them as staff knew this could be a trigger to the person’s emotions.

External professionals consistently highlighted the compassion shown by staff, noting their calm, respectful and inclusive approach even during crisis, which contributed to people feeling safe, valued and emotionally supported. One professional told us, “I have observed staff demonstrate a calm, compassionate, and non-reactive approach. They do not panic in response to heightened risk behaviours, instead providing reassurance and clear boundaries, which helps maintain our patients sense of safety and overall stability, reinforcing the strong culture of dignified, person‑centred care.”

People said staff protected their privacy during personal care and ensured they felt comfortable in their own homes. Staff spoke positively about the people they supported and demonstrated a compassionate, trauma‑informed approach, which professionals confirmed helped people feel heard and respected. These practices supported trusting relationships and positive experiences of care.

The provider was exceptional at treating people as individuals and ensuring care and support reflected each person’s history, preferences, communication style and emotional needs.

Staff demonstrated deep personal knowledge of the people they supported, adapting their approach to what mattered most to each person. Care and support were not task‑focused but shaped around relationships, trust and meaningful outcomes. People told us staff listened to them, involved them in decisions and adapted support to suit how they wanted care delivered. One person told us, “I am completely happy with the service, everything. If I think there is something that needs to change, they change it for me, it works really well.”

Professionals consistently praised the service for bespoke, person‑centred support, particularly for people with complex histories. Feedback highlighted that people were supported to rebuild confidence, reduce distress and experience improved quality of life as a result of being treated as unique individuals. One professional told us about a person who struggled to build trust. They told us, “From the very start, the carers at Raven Support were client centred. They listened, didn’t judge and were so accommodating to the client’s needs. The client felt heard and their needs were met.” Another professional commented, “Engagement with [name of person] has required a creative and flexible approach, as they do not respond well to more traditional interventions. Staff have demonstrated an ability to adapt their practice and think creatively in order to build engagement and maintain therapeutic relationships. This reflects a genuinely person-centred approach tailored to [name of person’s] unique needs.”

This demonstrated people experienced meaningful improvements in confidence, wellbeing and engagement as a result of the support the service provided.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider worked well with people placing them at the centre of their care. The registered manager placed a strong emphasis on people being in control and encouraging independence by achieving meaningful goals at the person’s pace. We saw many examples of positive outcomes for people achieving their goals. These included people engaging in services where they had not previously been able to and maintaining living in the community.

People and families described staff as respectful and flexible, explaining that independence was encouraged without pressure. One person told us, “They [staff] always ask if I want to try first, I told them I want to keep as much independence as I can, they have helped me and are there for me.” This helped the person maintain independence in daily life and community activities. Another person commented, “I'm hoping to walk to the shop unaided, they are helping and encouraging me to walk around my flat.” A relative told us how staff had supported their family member to independently communicate with them. The relative told us this had been “Really useful” in maintaining family contact.

Staff encouraged people to make decisions about routines, activities and personal preferences. They supported positive risk‑taking where appropriate to help people maintain and develop skills and confidence. Staff described how they had supported people to apply for jobs, they also gave examples where they had supported people to attend appointments independently and encouraged them to independently pay their bills.

Professionals highlighted the service’s strength in balancing risk management with autonomy. One professional told us, “Staff do not take an overly risk-averse approach; instead, they support [name of person] to retain responsibility and independence wherever safely possible. This is critical given [name of person’s] presentation and has contributed positively to their engagement with Raven Support Limited and remaining living in the community and not needing further hospital admission.” Another professional commented, “It has been clear to see, over the course of my input with [name of person], that they have benefited from Raven Support Limited’s caring nature, whilst also being supported to be independent, and make their own decisions.”

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.

People and relatives told us staff were responsive, reliable and communicated well about any changes or delays.

Staff understood people’s risks and responded calmly and appropriately to changes in health or wellbeing, escalating concerns promptly when required. Professionals confirmed communication was timely and meaningful, enabling coordinated responses and positive outcomes, including reduced incidents and improved stability for people.

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

Systems and processes were in place to support workforce wellbeing and enablement. Staff told us they felt supported by the registered manager and leadership team and could raise concerns or seek advice at any time. The service had systems to support wellbeing, including access to 24/7 wellbeing resources and staff supervision. One staff member told us, “We have a couple of apps we can download on our phone, there is an open-door policy in the office. There have been coffee mornings, we take the guys, and there is a Christmas party.” Another staff member commented, “The management team have been incredibly supportive of me and have taken so many steps to help accommodate my needs.” The registered manager told us all new staff received an on-boarding lunch with the office team and a welcome pack. They also recognised staff for their service, with staff receiving flowers or chocolates along with a certificate thanking them for their hard work and dedication.