Transforming Support (Birmingham)

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.

People had formed positive, trusting relationships with staff, who were given adequate time to understand each person’s preferences, routines, and communication needs.

Interactions between staff and people were consistently kind, respectful, and considerate. Staff supported people in a way that maintained their dignity, while promoting privacy, respect, and independence at all times. One relative commented, “The staff are excellent, they are kind, patient, understanding and compassionate. We are happy and very pleased with the care team, who we get on with.”

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.

Personal goals and aspirations were identified and actively supported, enabling people to work towards outcomes that were meaningful to them. Staff showed a good understanding of people’s personal histories, preferences and cultural needs, and provided support in a way that respected these. This included recognising and supporting people’s choices around relationships and social connections. However improvements were needed to ensure care records contained peoples up to date and accurate information.

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

Peoples were supported to maintain and build relationships with family and friends, helping to reduce social isolation and promote emotional wellbeing. They were also encouraged to take part in hobbies and interests that reflected their personal preferences, enhancing their overall quality of life. People shared that they enjoyed activities such as bowling, walking, going to the cinema, and participating in sports. One relative commented, “[Name of person] has a weekly timetable as routine is important. They have a Motability car which is essential to get them out and about. [Name of person] goes swimming, shopping, day out with us, they go for a meals at KFC or Greggs, they are going to a carvery this week. We are kept up to date with a weekly report from the deputy manager, about what they have done, with some photos. This is important to us”.

The provider listened to and understood people’s needs, views and wishes. Staff anticipated and responded to people’s needs and wishes promptly and respectfully.

Staff demonstrated a strong awareness of people’s individual routines, preferences, and potential triggers, enabling them to provide timely and appropriate support. They showed a clear understanding of how each person expressed discomfort or distress, including through non-verbal cues, and responded in a calm, compassionate, and meaningful way. Staff consistently offered reassurance and adapted their approach to meet each person’s individual needs.

For example, one person’s communication plan outlined their use of a combination of English and Urdu. Staff confirmed they communicated with the person in Urdu, as this was often their preferred language. The plan also included guidance on communication aids, as well as details of the person’s hearing and vision needs.

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

Staff reported feeling valued and well supported in their roles. There was clear evidence of a positive working environment where wellbeing was prioritised, and staff felt confident to raise concerns. One staff commented, “My management team I appreciate their support I am given. If you need holidays or are having issues, they will give a debrief and provide counselling for stressful times. During staff meetings they listen to each and every staff member”

Staff described an inclusive culture where their views were heard, respected, and considered in discussions about the service. This supportive approach contributed to staff feeling motivated and confident in their roles.

For example, the provider gathered staff feedback through surveys and meetings. In response to requests from team leaders for opportunities to share knowledge, bi-monthly Team Leader forums have been established. These are delivered both face-to-face and online to encourage peer learning, collaboration, and leadership development.

Another request from staff was to provide improved access to printing and scanning for SharePoint workflows. Following this feedback, a printer with scanning functionality was provided, enhancing administrative efficiency.

There were also opportunities for staff development. One staff member expressed an interest in undertaking Crisis Prevention Intervention (CPI) training; this was supported by the management team. They have since completed the course and are now an active CPI trainer within the organisation.