Sudley Road

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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 treated people with kindness, empathy, and compassion, and respected their privacy and dignity. Throughout the assessment, we observed warm, natural, and respectful interactions between staff and people. Staff spoke calmly, sought consent before providing support, and respected people’s choices, personal space, belongings, and privacy when working in their homes.

Staff knew people well and used this knowledge to communicate effectively and provide personalised support. Care records were written respectfully and reflected people’s individual preferences and needs. People consistently told us staff were kind and caring. Comments included, “The staff are kind to me”, and “I am happy living here.”

The provider treated people as individuals and ensured care reflected their needs, preferences, strengths, and aspirations. Staff demonstrated a good understanding of people’s communication styles, routines, and individual support needs, enabling them to provide personalised care.

People were supported to make their own choices about their daily lives, including what they ate and when. One person told us, “I might have steak and chips, it’s my choice to choose what I want.” People’s homes and activities reflected their interests and preferences. During the assessment, people proudly showed us aspects of their homes and shared their personal interests, demonstrating they felt comfortable, respected, and valued. People spoke positively about the support they received. One person told us, “My staff are great,” and another said, “I am happy, so I am OK.”

The provider promoted people’s independence and ensured they had choice and control over their care, treatment and wellbeing. People were supported to make everyday decisions about meals, activities, and how they spent their time. We observed people preparing food and taking part in household tasks, with staff providing enabling support where needed.

People were encouraged to pursue their interests and make choices about their lifestyles. One person had chosen to retire from attending day services, while another travelled independently on public transport, volunteered at a charity shop, and regularly visited friends and local amenities.

Staff focused on supporting people to achieve everyday goals that increased their confidence and independence. For example, a person who had previously relied on staff to prepare meals was supported to develop their cooking skills and, over time, became able to prepare their own lunches independently, requiring minimal support.

The provider listened to and understood people’s needs, views, and wishes. Staff responded promptly to people’s immediate needs and worked proactively to minimise any discomfort, anxiety, or distress. Staff supported people to understand and manage changes in their health and wellbeing. For example, following a significant eye operation, a person was supported to understand what was happening to them using easy-read information and social stories developed with input from the Learning Disability Nurse.

Staff responded appropriately to changes in people’s health. For example, when concerns were identified about a person’s weight gain, reduced activity levels, and unhealthy food choices, staff sought support from the GP and Learning Disability Team to ensure the person received appropriate guidance and support. People with long-term health conditions received ongoing, coordinated care. For example, a person with a long-standing mental health condition had established trusting relationships with staff, who worked closely with healthcare professionals to ensure their needs remained well managed and regularly reviewed.

The provider promoted staff wellbeing and ensured staff felt valued, supported, and empowered to deliver person-centred care. Staff described managers as approachable and supportive and told us they felt listened to and respected. Effective systems were in place for supervision, appraisal, wellbeing support, and professional development.

Staff spoke positively about the training opportunities available to them, including access to additional specialist training where required, and several described opportunities for career progression within the organisation. Staff also highlighted the strong team culture and the support they received from colleagues.

Staff demonstrated confidence in their roles and a strong commitment to supporting people to achieve positive outcomes, independence, and improved wellbeing. One staff member told us they enjoyed “Seeing people flourish and develop greater independence”, while another described the provider as “really supportive and brilliant” during a period of personal difficulty.