Creative Support - Brownley 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 changed to 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 100 (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 always treated colleagues from other organisations with kindness and respect.

Interactions between staff and people were consistently warm, respectful, and dignified. It was clear from these exchanges both managers and staff had developed meaningful relationships with people, underpinned by genuine familiarity and trust. One particularly touching moment involved a person who was unable to communicate verbally seeking tactile reassurance from a staff member, gently sitting beside them and placing an arm around their shoulder. The person smiled and laughed, visibly comforted by the connection.

Staff demonstrated a thoughtful approach to preserving dignity during mealtimes. People were discreetly offered aprons to protect their clothing, and those requiring assistance were supported in a manner that was both respectful and unobtrusive. One person preferred to walk intermittently during meals, and staff ensured their food was safely stored and readily available when they returned.

Staff showed a deep understanding of people’s personal histories and preferences. One staff member spoke knowledgeably about a person’s choice to be supported by staff of a specific gender, and we observed this preference was consistently respected.

During the inspection, we observed a heartfelt celebration of the life of a person who had sadly passed away. The occasion, held on what would have been their birthday, brought people together to share cherished memories and take part in the person’s favourite craft activities. This thoughtful tribute created a space for reflection, connection, and remembrance, allowing friends and housemates to honour the person in a way that was both positive and dignified.

It was clearly evident the provider’s commitment to care extended far beyond the people living within the supported living provision. Staff consistently demonstrated a compassionate and holistic approach by actively supporting the wider families of those they cared for, regularly checking in on their health and wellbeing. One person told us the staff team often enquired about their sibling’s wellbeing and offered thoughtful, supportive advice. This gesture made the person feel reassured and valued, knowing someone else was looking out for their loved one.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The staff team treated each person as a unique person, with care and support shaped around their personal strengths, preferences, and aspirations. Staff took the time to understand what matters most to each person, including cultural identity, communication style, daily routines, or relationships, and ensured these were reflected in every aspect of support.

People were actively involved in planning their care, with family and advocates included so decisions were made collaboratively and respectfully. The staff were attentive to protected characteristics and human rights, promoting dignity, choice, and inclusion at all times. A family member told us, “They (staff) accommodate [Name’s] needs. Since moving in [Name’s] life has improved. There is stimulation. The staff speak with [Name] appropriately.”

Staff consistently took time to listen, understand, and adapt their approach to meet the unique needs of each person. Whether it involved adjusting daily routines, communicating in preferred styles, or honouring personal rituals, the team demonstrated a deep commitment to treating people as individuals. One person required a very specific routine to feel settled, and staff followed this precisely, resulting in a noticeable reduction in anxiety and a significant boost in the person’s confidence and wellbeing.

The provider demonstrated a clear and proactive commitment to supporting people with differing gender identities, ensuring care was inclusive, respectful, and responsive to diverse needs. People were encouraged to express their gender identity and sexual orientation without fear of discrimination, and care plans were personalised to reflect these aspects of identity where appropriate. The provider actively promoted attendance at gender celebration events as part of its’ commitment to inclusion and celebration of different identities within the service. People were supported to participate in local and national celebrations should they wish to, with staff helping with travel, accessibility arrangements, and emotional support to ensure the experience was safe, affirming, and enjoyable.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make informed decisions about their care, treatment, and daily routines, with staff using accessible communication methods to ensure understanding and consent. People were encouraged to maintain relationships, pursue meaningful activities, and engage with their communities. Adaptive equipment and tailored support plans were used to maximise independence, while balancing safety and wellbeing.

The providers ethos of ‘Do What Matters to me’ was promoted by staff. The theme was created to ensure people were able to access a full range of interests which mattered to them.

Despite a deterioration in a person’s health, staff remained unwavering in their commitment to delivering compassionate, person-centred support. A relative told us they were “extremely confident” their loved one was being well looked after, highlighting the trust and reassurance the service inspired. The person had long played an active role in the daily life of the household, often supporting fellow tenants and contributing to shared routines. This involvement gave them a strong sense of purpose and pride. Staff recognised the importance of maintaining this identity and continued to create meaningful opportunities for the person to contribute, even as their health needs changed.

Relatives and friends played an active and valued role in the lives of people using the service. Visiting was warmly welcomed and encouraged, creating an open and inclusive environment where meaningful relationships could flourish. Staff had cultivated strong, trusting connections with family members, who spoke highly of the team’s approachability and professionalism. One relative shared they had a positive relationship with all staff and appreciated having a designated team member who regularly provided updates, ensuring they felt informed and reassured.

Staff were described as open-minded, collaborative, and always willing to explore new ideas to enhance care. This culture of transparency and partnership reflected a truly outstanding commitment to relationship-centred care, where families were seen not just as visitors, but as integral members of the support network.

The provider was exceptional in how they 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.

Staff demonstrated exceptional responsiveness to people’s changing health needs, delivering care that was both timely and deeply person-centred. In one example, a person experienced a life-changing event significantly affecting their health and mobility. Staff quickly recognised an unusual ‘red flag’ symptom, one not typical for the person, and persisted in advocating for a formal diagnosis. Their vigilance led to a hospital admission and accurate diagnosis, ensuring the person received the urgent medical attention they required.

Following discharge, the team worked collaboratively with the person, physiotherapists, and hospital professionals to coordinate a smooth transition back home. Staff continued to empower the person by encouraging a tailored fitness programme focused on functional strength, stability, mobility, and cardiovascular health. This holistic approach not only promoted physical recovery but restored the person’s confidence and independence.

Staff demonstrated a proactive and compassionate approach in supporting one person who had previously struggled with weight management. Through personalised guidance, encouragement, and a focus on safe, sustainable strategies, the team helped the person achieve meaningful progress in their health journey. The support was tailored to the person’s needs and preferences, ensuring that changes were both effective and empowering. This not only improved the person’s physical wellbeing but also boosted their confidence.

We saw staff had swiftly recognised signs of acute distress and responded promptly for one person who required urgent hospital care. Following a confirmed diagnosis and a prognosis of non-recovery, the team prioritised comfort, dignity, and emotional wellbeing in the person’s own home. As end of life approached, the team advocated strongly for the person’s wishes, coordinating with hospital and community professionals to facilitate a timely return home. Everything was prepared with care, including any equipment, medication, and environmental factors, ensuring the person was surrounded by familiarity and peace. Their passing at home was gentle and dignified.

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.

Staff wellbeing was clearly a priority for the provider, with a range of initiatives in place to support and empower the workforce. During shifts, staff were encouraged to take regular breaks and received consistent support to carry out their roles effectively and pursue professional development.

Staff members spoke positively about the management team, describing them as approachable and supportive. The provider offered a confidential Employee Assistance Programme, giving staff access to expert advice and emotional support when needed.

Staff also benefited from a comprehensive rewards scheme, which included discounts on dining, leisure activities, and health club memberships. A new ‘Staff Member of the Month’ initiative had recently been introduced, with recipients receiving vouchers in recognition of their contributions. Additional vouchers were awarded to staff upon completion of training sessions, reinforcing a culture of learning and appreciation.

A quarterly staff magazine was made available to all employees, offering practical advice, updates, and information about the full range of employee benefits. This included access to a dedicated mental health support app, designed to promote staff wellbeing, and details of the life assurance scheme.

Staff reported feeling respected and valued by the provider and expressed genuine enjoyment in their work.

Relief (non-permanent staff) staff working at the service were fully embraced as part of the team and enjoyed the same perks as permanent employees. Each week, they were entered into an exciting prize draw with the chance to win shopping vouchers, recognising their valuable contribution and making them feel truly appreciated.