Stonecroft

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 95 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The providerdemonstrateda strong commitment to treating people with kindness,compassionand respect which had a significant positive impact on people’s quality of life.

Staff approaches to care were exceptional in recognising the importance of relational support to build trust with people, particularly where people had experienced previous poor care and trauma.

For example, staff demonstrated deep understanding and compassion about one person’s experience and provided reassurance, acceptance and a safe space for discussion. This enabled the person to be open and share their wishes, which they had not felt able to do before. As a result, the person experienced increased confidence, improved self-esteem and a greater sense of belonging. One relative told us how staff had enabled their relative to express an important aspect of their identity in a way that had not previously felt possible. Through a culture of acceptance and respect, the person felt safe to be themselves and make choices that reflected who they were. This had a significant positive impact on their confidence, self-esteem and overall wellbeing.

Staff supported another person with extreme sensitivity at their own pace, which meant the person was able to make great progress in their personal care, hygiene and comfort. This had a significant impact on the person’s day to day living and meant the person became more willing to engage with personal care routines, wear clean clothing, maintain their appearance and access support with their health and wellbeing. This led to increased comfort, improved self-esteem and greater confidence when spending time with others. Staff reported the person was more willing to participate in activities, spend time in communal areas and engage with people around them, rather than remaining isolated. These improvements had a significant positive impact on the person's day-to-day quality of life, promoting their dignity, independence, wellbeing and social inclusion.

People had developed positive and trusting relationships with staff. During the inspection, staff consistently spoke warmly and respectfully about the people they supported. Theydemonstrateda great level of sensitivity to protect people’s dignity and a genuine commitment to promoting their wellbeing. Weobservedexceptional caring,patientand respectful interactions throughout the day. People responded extremely well to staff engagement and appeared relaxed,comfortableand confident in staff's presence, and interactions reflected positive relationships based on trust and respect.

The service promoted a warm,welcomingand inclusive culture. Staff encouraged people to express their views, makechoicesand take an active role in daily life. Staff used personalised social stories with visual supports to help people prepare for important life events such as holidays, healthcare appointments, family visits, and community activities. These were developed collaboratively with the individual, their families, staff teams, managers, and relevant professionals to ensure they were meaningful and tailored to the person's needs. By presenting information in an accessible and reassuring way, social stories reduced anxiety, promoted understanding, and enabled people to feel confident, informed, and in control of upcoming experiences. There was a calm and positive atmosphere throughout the service, with people engaging freely with staff and eachother. Weobservednatural and friendly interactions, with staff responding sensitively to people's emotional and physical needs.For instance, at mealtimes staff sat with people in the apartments to eat their meals together, chatting and interacting in a very homely manner. We also saw people going in and out of the office to talk to staff about their day or something they wanted to do, like going shopping.

Staff understood the importance of protecting people's privacy,dignityand independence. Weobservedstaff knocking on bedroom doors before entering, holding confidential conversations discreetly and providing support in a respectful and dignified way. Staff spoke passionately about delivering the same standard of care they would want for their own family members.

People and their relatives spoke highly of the care provided and told us staff regularly exceeded their expectations. One relative said, “We can sleep at night because we know [relative] is cared for in every aspect of their life. They [staff] have their wellbeing at heart.” Another relative told us, “There are no words in the dictionary to describe how much we appreciate their service. I trust every single member of staff.” Healthcare professionals also spoke positively about the service. One professional told us, “I find the team totally invested in the people they care for.”

The provider was exceptional in ensuring care, support and treatment reflected people's individual needs, preferences, strengths, aspirations, cultural backgrounds and protected characteristics.

Staff demonstrated a strong understanding of each person's behaviour, communication style and individual needs. Relatives told us staff took time to get to know people well, particularly those with limited verbal communication, and adapted their approach to ensure care remained meaningful, responsive and person-centred. One relative said, "[Relative] can see a future for themselves. [Relative] has hope and a vision for their future which they didn't have before."

Staff planned the decoration of one person's room and met with them to discuss their preferences. They explained how valued models and personal possessions would be moved safely and provided information in a way the person understood. Staff allowed sufficient time for questions, encouraged the person to share their views and involved them in decisions throughout the process. They respected what was important to the person and ensured their wishes guided the plans. As a result, the person said they felt "well informed and in control".

Staff demonstrated an excellent understanding of their roles and responsibilities in relation to protected equality characteristics and showed they prioritised and valued how people wanted to live their lives. We found people using the service were able to express their individuality and identity, which improved their happiness and quality of life. For instance, where people had previously felt unable to explore and express aspects of their identity due to past experiences. Staff promoted a culture of acceptance and respect, creating a safe environment where the person felt comfortable making choices about their appearance and self-expression without fear of judgement. This increased their confidence, self-esteem and emotional wellbeing.

Staff developed an exceptionally detailed understanding of each person's life history, experiences and what mattered most to them. Care records contained comprehensive information about people's family relationships, employment history, interests, hobbies and significant life events. Staff used this knowledge to provide personalised support, build meaningful relationships and ensure care reflected people's individual identities and preferences.

Staff also used people's life histories to provide meaningful emotional support. For example, when people experienced bereavement, staff understood its significance and prioritised supporting them in ways that reflected their individual needs when grieving and remembering loved ones. We saw staff use a variety of approaches to help people reminisce, including photographs, conversations and memory-sharing activities. This helped people maintain connections to important relationships, express their emotions and feel understood, respected and valued as individuals.

Staff consistently used personalised approaches, helping people feel listened to, understood and supported. As a result, people maintained their confidence, independence and wellbeing.

Staff actively supported people to maintain meaningful connections within the wider community. Care plans detailed the activities people enjoyed, the people who were important to them and their preferred daily routines. Staff incorporated people's interests, hobbies and community involvement into the support they provided, ensuring people had opportunities to pursue activities that were important to them.

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 actively involved in planning their support, and staff took a positive approach to risk management that balanced safety with independence. People and, where appropriate, their relatives contributed to the development and review of care records, working in partnership with staff to ensure support reflected individual preferences, wishes and goals. Staff identified and managed risks in a way that promoted independence, developed daily living skills and maximised people's choice, control and freedom. One person told us how they enjoyed going to the local shop on their own and doing activities they enjoyed.

Staff created a welcoming and inclusive environment where people were encouraged and supported to maintain their independence. Staff took pride in their roles and fully embraced the ethos of the service, ensuring everyone was treated as an individual who was valued, respected and included. This culture helped people feel confident, empowered and supported to live fulfilling lives.

The provider was exceptional in how they listened to, understood and responded to people's needs, views and wishes. Staff recognised changes in people's wellbeing and took prompt action to minimise discomfort,concernor distress.We saw staff were consistently reassuring and showed kindness towards people when they were providing support, and in day-to-day conversations and activities. The interaction between staff and people they supported was inclusive and it was clear from how people approached staff they were happy and confident in their company.

Staff developed detailed support plans thatidentifiedfactors which could increase a person's anxiety or distress. These plans provided guidance on people's preferences,routinesand support needs, including how they wished to be supported and the actions staff should take when they became anxious or upset.

Staffsupported people proactively to reduce or prevent sources of distress wherever possible and demonstratedstrong skills in anticipating andidentifyingthe early signs of anxiety and distress. They responded with sensitivity,patienceand respect, using personalised approaches to provide reassurance and emotional support. This proactive approach helped people feel safe,understoodand valued, while promoting a calm environment and reducing the likelihood of distress escalating.Record of incidents and behaviours were completed each time there was an incident, detailing what happened before, during and afterwards, who was there, and any action taken. Each month these were evaluated to look at any themes or trends and assessed to see if any further action needed to be taken. Staff were involved in debriefing sessions following incidents of distress, to reflect upon what went well, what could be done better and if any changes were needed to the staff’s approach.

Care records and daily notes showed staff consistently provided support in line with people's assessed needs and preferences. This ensured people received personalised care that promoted their wellbeing,independenceand quality of life.

The provider ensured staff could respond promptly to people's needs through effective staffing arrangements,appropriate staffdeploymentand clear communication systems. These arrangements enabled staff to coordinate support effectively and seekassistancewhenrequired, helping to ensure people receivedtimelyand responsive care.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. For example, one member of staff described the exceptional support they received during a significant life transition, including becoming a parent for the first time and settling into life in a new country. When another staff member experienced a significant change in personal circumstances, practical support was given and agreeing flexible working arrangements were agreed. This enabled the staff member to remain engaged at work and continue delivering safe care.

The leadership team promoted staff wellbeing and created a highly supportive culture that enabled staff to consistently deliver person-centred care. Equality, diversity and human rights were embedded throughout the service and were evident in everyday practice. Staff demonstrated a strong understanding of people's individual backgrounds, life experiences, values and preferences, and used this knowledge to provide personalised support.

Staff celebrated people's individuality and actively supported them to live lives that reflected their wishes, values and identities. People told us they felt accepted, respected and able to make meaningful choices about their lives. Family members described how staff created a safe, welcoming and non-judgemental environment where people felt comfortable expressing themselves and making decisions about what was important to them. Staff promoted people's rights, dignity and independence and adapted their approach to meet individual needs and preferences.

This inclusive and empowering culture had a significant positive impact on people's confidence, self-esteem and emotional wellbeing. People experienced greater control over their daily lives, developed stronger relationships and felt a genuine sense of belonging within the service. The consistent focus on inclusion, respect and individuality demonstrated a culture where people were valued for who they were and supported to achieve outcomes that mattered to them.

The service ensured staff were highly motivated to offer compassionate and kind care and support. All care staff confirmed the service supported their wellbeing to make sure they could give their best to people when at work.

Staff received regular supervision sessions and attended staff meetings. Staff consistently described the management team as supportive, approachable and responsive. They told us their views were welcomed and acted upon, and they felt valued as members of the team. This positive culture encouraged open communication and enabled staff to contribute ideas to improve the quality of support provided. One member of staff said, "Management listen to our concerns and ideas. They are very good and they value us."