Dickley Court

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 65 (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 did not always treat people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Most people told us staff were kind and friendly. However, comments were mixed, “Staff knock on the doors. No one is allowed in other bedrooms; I close my door when I am out. Some staff are friendly and kind.” They went on to tell us that a staff member was not so nice. They explained that the staff member, “Tells me not to eat with my mouth full. It makes me feel sad and anxious.” We reported this to the registered manager. Other comments included, “I’m happy living here, the best thing is staff members helping if I need them” and “I like living here, I like that I have company and I am helped to be independent.”

Relatives gave us mixed views as to staff respecting their loved one’s privacy. Comments included, “Staff don’t always respect her privacy when she’s talking on the phone and that includes video calls (where we can see them there). I feel they should go to the kitchen or step out to enable her to speak with us” and “He likes his privacy and they knock and wait. When he is upset, they give him time and they ask how he is feeling.”

When we visited the 3 supported living houses, staff answered people’s front doors without supporting people to do this for themselves.

We observed people interacting with staff, engaging them in discussion. Staff had an open, friendly rapport with people and staff knew people very well. Care provided was person centred, people were treated with respect and were supported to live their lives how they chose.

Staff told us they respected people’s privacy. They treated people with dignity and respect and always asked for consent to care. Comments included, “Staff knock on the door before coming in”, “Staff are kind to me”; “Staff are definitely kind and caring”; “They are caring” and “Staff are all lovely.”

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.

We observed staff respecting people’s choices and treating people as individuals. People’s cultural and religious needs were documented in care plans.

Staff told us they had supported people to go out into the community and maintain relationships with friends and family. The supported living service had vehicles to help support people access the community, some people also used public transport such as buses and taxis. We observed 2 people at 1 supported living house being supported to go out food shopping, they were travelling by taxi to the same shop with their staff to save on money. In another house people were supported to go out for lunch together and visit a supermarket. At another house a person told us, they had been out with staff to complete their food shopping, they had booked the vehicle available to them (they explained they had to do this as it was shared between other people).

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 encouraged to do things for themselves, gain skills and independence and grow their friendships with their peers. People chose what they wanted to do with their day. Some people utilised day services, some chose voluntary work, college and further education and some drama clubs and groups. People were supported to go out in the evenings and weekends if they wished, such as visiting pubs, nightclubs, cinema and coffee shops. People were supported to maintain relationships which mattered to them. People told us, “I contact my family on my own, sometimes staff help. I am going to mums in [town] for Christmas. I go out on the bus, taxi or car” and “Staff help keep in contact with family and I have my own phone” and “This is my home. My old place had shared living areas; I prefer it here.”

Staff told us how they supported people to make decisions and choices throughout the day. They detailed how they supported people to maintain their independence.

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.

We observed staff responding to people’s needs in a timely manner. People had individual packages of care tailored to meet their needs. People shared some hours with others such as at night. People were allocated 1:1 support on their home days to enable them to carry out tasks of their choosing inside and outside of their homes.

Relatives told us the service was responsive to their loved ones needs. A relative said, “They are sensitive to his needs. He is very, very happy there, he’s happy and content, he’s always happy to go home and see his friends when he’s been with us.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had systems and processes in place to promote and support staff wellbeing such as mental health support and wellbeing packages. However, staff were not aware of these. Staff told us they received good support from their direct managers. A staff member said, “I am not aware of any staff wellbeing packages.” Other staff told us, “The organisation does not look after the wellbeing of staff. They don’t check up on you when you are off sick”; “I’m unaware of staff wellbeing packages and support. We have employee of the month scheme and a bonus scheme for refer a friend.” Some staff told us about situations which had affected their health and wellbeing. They told us they did not receive support above their line manager. A staff member said, “The company didn’t provide any support from above my manager. I did not even get a message to say help is available. I know from others that there is help, but I wasn’t offered any.”

The nominated individual for the provider shared information to show that staff had been sent an email on world mental health day in 2025 to provide some information about keeping well. They told us, they had sent some staff from across their organisation on mental health first aid training. They said their aims for 2026, “Include sending further individuals on the level 2 training; increasing awareness across the organisation around mental health support available and putting in place the confidential counselling helpline for employees.”