Tigh Fruin

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 93 (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 making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The service demonstrated exceptional commitment to person‑centred care, ensuring every person was supported in a way that reflected their unique identity, communication style and aspirations. Monthly meetings were held with each person, and staff consistently used people’s preferred methods of communication, including pictures, symbols and personalised electronic tablets. This enabled people to express their needs and wishes confidently and in ways that felt natural to them. We saw when people requested something, it was achieved within the month, showing a culture free from unnecessary barriers and a strong focus on enabling people to reach their full potential.

Staff demonstrated creativity and deep insight into people’s individual strengths. For example, when staff recognised that a person responded particularly well to a family member’s voice, they developed an electronic tool using recordings of that family member. This tool was then used to support the person to increase their independence with personal care tasks, resulting in meaningful progress and improved confidence. Staff told us, “Every person is unique, we celebrate that,” and this ethos was evident in every interaction we observed.

Relatives spoke highly of the service and the positive impact it had on their loved ones. One relative said, “My [relative] is being supported to learn so many valuable skills through their support.” People were empowered to make choices, develop new abilities and take an active role in shaping their own lives. This consistent, thoughtful and personalised approach reflected an outstanding level of care and a strong commitment to helping people live fulfilling, self‑directed lives.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service demonstrated an exceptional level of integration and continuity in the way care and support were delivered. Staff worked closely with education providers to ensure that skills learned at college were consistently reinforced within the service. This included practising fine motor skills to promote people’s independence and ensure learning was meaningful across different environments. People were supported to be active, valued members of their community, taking part in local events such as a sponsored walk to raise money for charity and collecting food donations for a food bank. This approach helped people build confidence, develop social connections and contribute positively to their local area.

We also found the service supported people to integrate safely with the wider world through digital opportunities. Staff provided guidance on online e‑safety, enabling people to use the internet to explore interests, access information and engage with new opportunities while remaining safe. Staff worked collaboratively with the service development practitioner to create detailed, personalised positive behaviour support plans. These plans clearly outlined the level of support each person required and were regularly reviewed to ensure they remained effective. As a result of this proactive and coordinated approach, periods of distress had reduced significantly, and people experienced consistent, well‑planned care that enabled them to thrive.

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service demonstrated exceptional commitment to ensuring people received information in ways that were meaningful, accessible and tailored to their individual needs. Staff adapted their communication styles for each person, recognising that everyone expressed themselves differently. For example, one person used music as a key part of their communication, and staff embraced this approach, using music to help them share their feelings and preferences. People also used technology, as detailed within this report, to support communication and express themselves confidently. Information was consistently available in a range of accessible formats, including easy‑read and pictorial versions, ensuring people could understand their choices and take an active role in their care.

Each person had a detailed communication support plan based on a thorough assessment of their needs, guiding staff to provide consistent, person‑centred support. These plans were used effectively in practice. For example, when a person first moved to the service, they were unable to sit next to another person due to anxiety and difficulty expressing themselves. Staff used patient, individualised communication strategies to help them understand and communicate their feelings. As a result, the person developed confidence and was now able to socialise comfortably with their peers. This demonstrated a highly skilled and compassionate approach that empowered people to connect with others, understand information and be fully involved in their daily lives.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service demonstrated a consistent commitment to listening to people and involving them, along with their relatives, in shaping their care. People and their families were supported to express themselves in ways that suited them, and staff ensured everyone had regular opportunities to share their views. Each person had a monthly review, as detailed within this report, which provided a structured and meaningful forum for discussing progress, preferences and any changes needed to their support. Relatives told us, “We have relatives’ meetings, I think maybe three times a year, but if you can’t attend in person, you can join online,” this showed the service’s flexible and inclusive approach to involvement. People were supported to access advocacy services when needed, ensuring their voices were heard independently and their rights were upheld. The registered manager explained that any concerns raised were viewed as learning opportunities to improve the service, demonstrating an open, reflective culture that valued feedback and used it to drive positive change.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service demonstrated a consistent and proactive approach to ensuring people had equitable access to healthcare and specialist support. Records showed timely referrals were made to health partners so that care remained responsive to people’s changing needs. Guidance from external professionals was clearly implemented into care and support plans. For example, specialist dietitian input was used to develop a personalised nutrition care plan for one person, ensuring their dietary needs were met safely and effectively. Relatives gave positive feedback and told us the service supported their loved ones to access healthcare services without delay, reflecting a culture that prioritised people’s wellbeing and removes barriers to receiving the right support at the right time.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The service demonstrated an exceptional commitment to promoting equity and ensuring people had access to meaningful, life‑enhancing opportunities. Leaders and staff recognised that the people they supported were at risk of experiencing inequality, and they did everything they could to empower individuals to overcome barriers and achieve their ambitions. People were supported to take part in the Duke of Edinburgh Award, helping them build resilience, develop life skills and grow in self‑confidence. Staff explored all aspects of a person’s identity, supporting their religious, cultural and social needs. Staff listened to people to ensure no one was left behind, the service utilised a diverse range of tailored tools, including bespoke technology and sensory props. Working in partnership with education providers, staff helped people understand friendships, relationships and feelings, ensuring they had the same opportunities for personal development as their peers in the wider community.

People’s differences were celebrated, and the service created inclusive experiences that reflected this. Events such as Diwali and Christmas parties were held to honour different religions and cultures, helping people feel valued and connected. These approaches significantly improved people’s outcomes and expanded their sense of potential. Leaders told us, “We want to break the ceiling for residential care for young people, people’s potential is limitless,” and this ethos was evident throughout the service. Relatives echoed this, with one saying, “The opportunities are endless, the staff are supporting [relative] with their Duke of Edinburgh, and they’ll soon be going off on an expedition.” This demonstrated a service that not only recognised inequality but actively dismantled it, enabling people to thrive.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service demonstrated exceptional commitment to supporting people to plan for their futures and achieve meaningful, aspirational goals. Staff worked proactively with individuals to identify opportunities that aligned with their interests and potential, including seeking volunteering roles at a local charity shop and supporting people to learn new skills through volunteering on a farm. Bespoke goals were created to help people develop independence, and staff consistently recognised and nurtured each person’s abilities. As a result, people made significant progress. For example, one person who previously required full support with their personal care needs was now able to independently manage aspects of their routine. Relatives agreed with these improvements, and our observations confirmed this, including seeing people safely managing tasks in the kitchen. One person was being supported to gain volunteering roles with the long‑term aim of securing paid employment. Prior to moving to the service, this person frequently became distressed and had limited opportunities, but through skilled support they were significantly happier which meant they were now volunteering in different settings alongside peers and members of the public. This demonstrated a highly effective, empowering approach that enabled people to build confidence, develop skills and work towards ambitious, life‑enhancing futures.