Irchester 170

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

This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last rated inspection, we rated this key question requires improvement. At this inspection the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The provider 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 were treated with kindness and respect by staff who understood their individual needs and preferences. Interactions were warm, patient and person‑centred, and observations showed that people appeared relaxed, comfortable and reassured in staff presence. Staff supported individuals in ways that upheld their dignity, offering privacy, choice and gentle encouragement during all aspects of care.

Staff used people’s preferred communication methods and adapted their approach to ensure everyone felt included and valued. Observations also showed staff speaking respectfully, engaging people in meaningful interactions, and promoting a positive, caring atmosphere that helped build trusting relationships.

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.

People were treated as individuals, and staff took time to understand what mattered most to each person. Support was tailored to people’s preferences, routines and communication styles, ensuring care felt personal and meaningful.

Care plans included people’s protected characteristics detailed, person‑centred and regularly reviewed, helping staff understand and respect each person’s identity, culture and background. This information was used to shape day‑to‑day support and ensure people felt recognised and valued. Observations showed staff engaging with people in ways that reflected their personalities and choices, promoting independence and a strong sense of identity.

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 supported to have as much independence, choice and control over their lives as possible. Staff encouraged individuals to make their own decisions and provided information in accessible formats so people could understand their options. Support was delivered in a way that promoted autonomy, with staff stepping back when appropriate and offering guidance only when needed. People were enabled to try new activities, develop daily living skills and take positive risks that enhanced their confidence. Observations showed staff respected people’s choices, responded to their preferences and adapted support to ensure individuals remained in control of their routines and day‑to‑day lives.

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.

People who experienced periods of heightened behaviour, received timely and skilled support because staff responded promptly to their immediate needs. Observations showed staff recognising early signs of distress and taking swift, proactive steps to reduce anxiety and maintain safety. For example, during 1 mealtime a person became vocally heightened, and staff responded quickly by using calm verbal prompts and appropriate touch support to help the individual regulate and feel reassured.

Staff consistently used personalised communication approaches that reflected each person’s preferences and support plans. As a result, people experienced care that was responsive, person‑centred, and delivered in a way that upheld dignity, reduced distress, and promoted wellbeing.

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 a committed and well‑supported workforce whose wellbeing and development were prioritised, enabling them to deliver high‑quality care. Staff told us they felt valued and listened to, and leaders were approachable and responsive when they needed guidance or support. One staff member told us, “The management team have been great, they have implemented lots of changes to improve the care here and help us do our jobs better.”

Staff reported having regular supervision, reflective practice opportunities and access to training that equipped them to meet the complex needs of the people they supported. Staff said the emphasis on wellbeing, open communication and professional growth helped them feel motivated and empowered in their roles. As a result, people received care from a stable, skilled and resilient team who were enabled to provide consistent, person‑centred support.