Crimson Hill Support

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

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People’s relatives were very complimentary about care staff. They told us staff were kind, caring, friendly and patient and promoted people’s dignity and privacy when providing care. Comments included, “Yes. [They are a] lovely, lovely group [of staff]” and “We say they’re [staff] are his family, he needs them so he can do things. We meet lovely people, a good staff team; it’s nice, like an extended family.”

Staff spoke of the people they supported with kindness, compassion and respect. A staff member said, “Caring, this is where I feel [our service] genuinely excels. The team is very focused on being kind, respectful, and compassionate. We put a lot of effort into promoting privacy, dignity, and independence.”

Relatives told us they valued the support provided by care staff. Their family members had a regular team of care staff who knew them and how they liked to be supported. One relative said because staff knew their family member so well, “It made us feel a lot more relaxed to stand back a bit. They [staff] come to us if it’s something we need to know. We can enjoy being mum and dad rather than carers policing it [the care provided by staff]."

Staff 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, backgrounds and protected characteristics.

Relatives said staff saw their family member as an individual and provided support in the way which suited that individual. One relative commented, “They [staff] try to help and support him the way he is; he’s a very complex person.”

Staff we spoke with told us people they supported all had different needs and were very different people. Staff demonstrated their understanding of the importance of treating people as individuals. One staff member told us, “The service encourages person centred care. People’s preferences are acknowledged. The company emphasises and encourages respect, compassion, dignity, and empathy [for each person]. Staff are encouraged to support service users with kindness and also give them a listening ear, attention and consider their preferences."

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s care plans contained information about the decisions people were able to make for themselves. The provider actively involved people and their relatives in developing care plans which included their needs around protected characteristics and how needs would be best met. One relative said, “Yes, I have [a copy of the care plan]. We talk [with staff] all the time. If any changes are needed, they’d speak to us. There has never been a situation where we were not happy with what is in it [the care plan].”

People were supported to have choice and control and to make decisions about their care and wellbeing. One staff member said, “We promote independence for the individuals we care for by engaging them in daily activities like house chores, shopping and preparing their meals.” People were provided with tailored support to ensure they remained as independent as possible. One relative commented in the provider’s survey in July 2025, “[Name’s] independence skills have really developed [and this was due to] his support workers to have progressed so much."

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. One relative said, “I’ve got a good relationship with them [all staff] and they’re responsive to my calls. I’m taken seriously and action is taken immediately. I can’t praise them enough for that side of things.”

Staff were said to be attentive and engaged with people. Staff were vigilant, knew people’s needs well, and knew how to communicate effectively with people to discuss their immediate needs. Staff knew who to contact when people needed urgent help or support or to report a concern. One staff member said, “Crimson Hill is very, very responsive when called on at any time, for assistance, especially with regards to service users. They race to the side of staff and service users which is commendable."

The provider cared deeply about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There was an excellent, comprehensive and practical support system for all new staff, especially for staff from overseas. This was designed to ensure every staff member felt welcomed, supported, and empowered to flourish in their new role. One staff member said, “The most successful thing has been the staff sponsorship scheme. Currently we have 33 staff on sponsorship, and this has been a great success for us as an organisation. We have also been through the displaced workers service, and we've had some amazing staff from that.”

The registered manager, service managers and other senior staff cared about the wellbeing of staff and supported them in a number of ways, such as offering flexible working. Staff told us they felt respected and valued by managers and colleagues. Staff received both formal and informal support and said they were able to raise anything at any time with managers. We had many positive comments from staff which included: “We do not work in fear, but in respect and dedication. Management show their care and dedication to staff and service users at all times”, “[The registered manager] has been brilliant to work for. Very responsive, always has time to listen and offered a huge amount of support and guidance. The owners too have been a great support” and “I feel well-supported by my manager [name] who demonstrates exceptional understanding and responsiveness. She is able to provide appropriate guidance and support when needed. I believe it is a very good place to demonstrate my skills in caring for others. The management team has a positive approach.”

The provider’s staff survey in February 2025 asked questions about how staff were cared for by the provider. The results were very positive. Comments from staff included, “They are a lovely company to work for because they are a trustworthy and caring team to work for. I would tell people that they care and look after you the same way as the people we support” and “The company has its support workers at heart. If you have issues, weather personal or work related, you know you have a listening ear.”

Policies and procedures were in place to ensure equality, diversity and inclusion was upheld. The provider was fully committed to these principles and values. They were a responsive service and were able to meet diverse needs. For example, additional policies had been introduced in relation to gender, gender reassignment and women’s health to ensure staff felt supported and safe to talk about these issues.