Ingleborough House

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 75 (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.

Staff were consistently observed showing warmth, patience and respect when supporting people. During the assessment, staff took time to ensure people felt understood, speaking gently, pausing to allow responses and using calm, simple communication. This approach was especially important for people living with dementia. Staff adapted their interactions by using familiar phrases, reassurance and non‑verbal cues, as reflected in people’s care plans. Observations showed staff kneeling or bending to eye level, smiling, nodding and giving people space, which helped reduce anxiety and prevent distress.

Staff also protected people’s privacy and dignity during personal care. One staff member told us, “If we do personal care, we shut the door and close the curtains.” Staff highlighted the value of consistency, explaining, “I’m working here so for now I’m permanent and we are supporting the same people.” For people living with dementia, this continuity supported familiarity, trust and emotional security.

People and relatives described the atmosphere as warm and welcoming. One relative said, “It is just like family walking in here. No matter what time I get here, they always make me welcome.” Another shared, “Since [name] moved in, she has improved so much she is brilliant now. I can sleep at night knowing she is here they are very good with her.”

Families also reflected on the emotional support they received. One relative explained, “[Name] came in through lockdown, we still met online and, on the phone, to do her care plan, staff were compassionate,” and another added, “They saved me. I know they look after [name] well, better than I could ever do. She’s like a different person; she’s put on weight and much is so much calmer now. Staff are so kind and caring, all of them.”

A visiting professional told us: "After completing a visit of Ingleborough House, we did a walkaround of the home. We found the staff to be very engaged and friendly, and the people appeared well cared for and supported. There was clear evidence of good teamwork among the nurses and senior carers. Overall, the visit showed a well‑organised team delivering person‑centred care with excellent communication and coordination."

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated a strong understanding of each person’s identity, background and preferences. Care was personalised to reflect people’s cultural, dietary and religious needs. Staff told us, “If we have a person who has a special diet like halal, we give them that diet at every meal.” The home also celebrated cultural events such as Burns Night, Eid, Diwali and Chinese New Year, helping people feel recognised and valued.

People were encouraged to express their individuality and were supported to continue interests that were important to them. One person told us, “Yes, I watch the rugby and they put it on the telly for me, I’ve been to watch a match and going again.” Another said, “I join in with ball games, we go out in the garden in the better weather. I love pottering about it. We have a gardening club.”

Staff supported people’s preferred ways of communicating. When people were unable to express their needs verbally, staff adapted methods to ensure they were still understood. For people with dementia, staff used reassurance, gentle prompts and familiar phrases to help reduce anxiety and maintain a sense of identity.

People were also supported by maintaining meaningful relationships and connections. One person said, “I am a big grown‑up I live here on my own, I like this hotel it is all here what I need.”

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

People were supported to remain as independent as possible, with staff encouraging them to make their own choices and take part in daily tasks at a pace that suited them. Staff described how they promote independence during care routines, with one staff member explaining, “If we serve food to a person, we encourage them to eat by themselves, like an exercise to do their hand movements.” This showed how staff used everyday activities to maintain people’s skills and confidence.

Communication was adapted so people could express their preferences clearly. Staff used different methods depending on a person’s needs, including writing messages or using signs, one staff member told us, “We can use basic sign language; if that’s not helpful, we write on paper for the person if they can read.” This ensured people could still have choice and control even when verbal communication was difficult.

People also spoke about the support they received in maintaining independence. One person said, “I can do a lot on my own now.” reflecting their confidence and the encouragement provided by staff.

Relatives highlighted that staff respected what mattered to people, including personal routines and preferences around clothing and appearance.

Observations showed staff offering options around meals, activities and daily routines, giving people time and reassurance so they could make decisions confidently.

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.

During the assessment, staff were observed responding promptly and sensitively to people’s immediate needs. Call bells were answered quickly and consistently, and staff approached people with reassurance, explaining what support they were providing. People were not left waiting, call bell audits showed timely responses.

When people showed signs of distress or anxiety, particularly those living with dementia, staff used calm tones, gentle reassurance and familiar phrases to help reduce confusion.

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

Staff described a supportive and positive working environment where they felt valued, listened to and able to raise concerns when needed. They felt comfortable approaching leaders for guidance or support. One staff member told us, “Yes, to be honest my manager is very good. They are very good with people and staff. If I have personal problems, I tell my manager. They always make sure everything is good.”

Teamwork was described as strong, with colleagues helping each other during busier periods. Staff also commented positively on supervision and appraisal arrangements, saying these were completed regularly and helped them feel confident in their roles.

Leadership visibility and hands‑on support were also mentioned frequently by staff. One staff member told us, “The manager is always helpful. If they see you’re too busy, they come onto the floor to help.”