Rose House

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 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff were observed to be caring and attentive, with people consistently describing them as kind and supportive. One person said, “Staff are very good to me. They help me when I am upset.” Staff responded promptly and sensitively to people’s emotional needs, including when someone became distressed. The environment promoted dignity, and staff were mindful of people’s preferences and cultural backgrounds. This approach reflected the principles of Right Care, ensuring people were treated as individuals and with respect.

The provider always treated people as individuals and supported them in a way that reflected their unique needs, preferences and backgrounds. Staff knew people well and adapted their approach accordingly.

Care plans were detailed and person-centred, including 1-page profiles and guidance on how best to support each individual. People were encouraged to express themselves, and staff respected their routines and choices. One person shared, “I like living here.” Another said, “I love Bollywood music and wear traditional saris on special occasions.” Staff supported people’s cultural and religious practices. Family members described the service as inclusive and respectful. This aligns with the Right Care and Right Culture principles, promoting dignity and inclusion.

The provider always supported people to make choices and have control over their lives, and promoted independence where possible. People were encouraged to make decisions about their daily routines, meals and activities. Staff offered choices in a meaningful way, such as showing pictures of dinner options or bringing baskets for people to select snacks.

One person expressed they wanted to go out more. This highlighted that while choice was promoted, staffing levels sometimes limited opportunities for independence. Another person shared staff help them make drinks and was observed doing so with staff support.

Staff respected people’s autonomy, including those with capacity who had signed agreements for specific arrangements. This approach reflected the Right Support principle by enabling people to live as independently as possible.

The provider always responded to people’s immediate needs in a timely and person-centred way. Staff were recognised when people required support and acted quickly to meet those needs. For example, when a person became upset, staff responded with reassurance and calm communication. Staff were aware of people’s routines and preferences, and adapted their approach to suit each individual.

The service used structured observations and feedback to ensure people’s needs were met consistently. This reflected the Right Care and Right Culture principles by ensuring people were supported in a way that respected their individuality and promoted wellbeing.

The provider always supported staff wellbeing and enabled them to carry out their roles effectively. Staff reported feeling valued and supported by the management team. One staff member said, “[The registered manager] has an open-door policy. They are good and welcoming.” Staff received regular supervision and appraisals, and there was a strong emphasis on team bonding and recognition, including staff of the month awards and team quizzes.

Staff expressed a need for more specialist training. Staff described a positive team culture and felt confident raising concerns. This approach aligned with the Right Culture principle by fostering a supportive and inclusive environment that empowered staff to deliver high-quality, person-centred care.