Maximus Support Services Ltd

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. Staff consistently demonstrated warm, respectful and emotionally attuned interactions, particularly when people were distressed, unwell or anxious. People appeared relaxed and comfortable with staff, indicating strong, trusting relationships had been developed over time.

External professionals highlighted the compassion shown by staff, noting their calm, respectful and inclusive approach even during crises, which contributed to people feeling safe, valued and emotionally supported. One health professional told us that staff demonstrated “kindness, compassion and professionalism, even when working with people who present with highly complex and challenging needs,” reinforcing the strong culture of dignified, person‑centred care.

People and families repeatedly described staff as kind, patient and caring, and spoke about feeling reassured and confident in the care provided. One person told us, “The staff are so good to me,” while family members described a “massive” improvement compared to previous care experiences. Observations during visits confirmed staff protected people’s dignity sensitively, interacted at people’s pace, and responded calmly and reassuringly to individual needs. For example, staff identified that a person was reluctant to sleep in their bedroom at night and preferred to sleep on a small sofa in the lounge. In response, staff rearranged the lounge furniture and provided a single bed in the lounge, enabling the person to choose where they felt most comfortable sleeping. This person‑centred approach respected the person’s preferences, promoted their dignity, and demonstrated kindness and compassion.

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 was not task‑focused but shaped around relationships, trust and meaningful outcomes.

People and their families described how staff respected preferences, listened carefully and adjusted support based on how people were feeling on the day. One family member explained that staff encouraged independence. Discussions with staff showed they understood people’s right to change their minds and respond flexibly. For example, a staff member described how a person had requested to go on an outing, however as they were leaving the person’s home they had decided they no longer wanted to go and were supported to return home. The staff member said, “It’s their right to change their mind, if they want to go out later, we will try again.” A person told us, “I am in control of where I go and what I do. Staff listen to me.” The provider and staff actively supported people to explore their sexuality, understand sexual health and relationships.

Professionals consistently praised the service for bespoke, person‑centred support, particularly for people with complex histories or multiple previous placement breakdowns. 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 rather than care tasks. External professionals consistently praised the service for highly personalised care. One social care professional told us the provider was, “particularly skilled at building bespoke packages of care that are truly tailored to the individual, rather than a one‑size‑fits‑all approach.” This reflected the strong culture of individualised, relationship‑based support.

The provider promoted people’s independence and supported choice and control in everyday decisions about their lives. Staff encouraged people to make decisions about routines, activities and personal preferences, and supported positive risk‑taking where appropriate to help people maintain and develop skills and confidence. People were supported to change their minds, refuse support when they wished, and exercise control over how and when care was delivered. A staff member told us, “Everyone is different. We adapt how we support people depending on how they’re feeling and what they want to do that day.”

People and families described staff as respectful and flexible, explaining that independence was encouraged without pressure. During visits, people were observed directing their own activities and expressing preferences, with staff responding in ways that supported autonomy while maintaining safety. This demonstrated a person‑centred approach that balanced independence with appropriate support.

The provider was exceptional in how staff recognised, understood and responded to people’s immediate emotional, physical and psychological needs. Staff responded quickly and compassionately when people were distressed, unwell or anxious, adjusting support in the moment to minimise discomfort and reduce escalation.

People and families described staff as highly responsive and reassuring. One family member explained that when concerns were raised they were “quickly dealt with,” and that they had a strong, trusting relationship with the registered manager. Observations showed staff anticipating needs where people found communication difficult and acting promptly to provide comfort, reassurance or practical support.

Staff described being able to access management support at all times, which enabled timely adjustments to care, increased staffing when needed and appropriate escalation to health professionals. This ensured people received immediate, compassionate support during periods of vulnerability.

External health and commissioning professionals also described the service as highly responsive when needs changed or people required urgent support. One professional told us, “What stood out was not just that Maximus responded quickly, but the level of ownership they took. They put bespoke support packages in place at short notice to ensure there was no disruption to care”.

The provider cared about and promoted the wellbeing of their staff, recognising its importance in delivering compassionate, consistent care. Staff described feeling supported by managers and able to access guidance, supervision and debriefs following challenging situations. For example, a staff member told us, “If we’re dealing with something difficult, managers are always available and check in on how we’re coping.” Another said, “We feel supported by the management team, especially after challenging situations. We’re never left to deal with things on our own.” This helped staff feel confident, valued and able to provide caring support to people.

Staff spoke positively about supervision, spot checks and the availability of management support, including out‑of‑hours. They described being listened to when raising concerns or suggestions and felt able to ask for help when needed. This supportive approach contributed to staff continuity and stable relationships, which people and families experienced as calm, caring and reliable care.