- Care home
Phoenix Park Care Village
Assessment report published 20 October 2026
Contents
Ratings
Our view of the service
Overall service commentary (2000)
Date of assessment: 8 to 16 September 2026.
Phoenix Park Care Village is a care home registered to support up to 146 people The service provides support to a diverse range of people, including older people, younger adults, people living with dementia, people experiencing mental health issues, individuals affected by drug and alcohol misuse, people with sensory impairments, and those with physical disabilities.
At the time of our assessment there were 132 people using the service. The assessment was completed due to the length of time since we had assessed the service.
The service was led by an experienced, visible, and committed management team who promoted a positive culture focused on safety, inclusion, independence, and achieving the best possible outcomes for people. Leaders demonstrated a clear understanding of the service and maintained effective oversight through a range of quality assurance systems, including audits, care reviews, and incident analysis. These systems enabled leaders to identify risks, monitor performance, and respond to emerging issues in a timely way.
A strong emphasis was placed on partnership working, with leaders fostering positive relationships with healthcare professionals, families, community organisations, and external agencies to ensure people received coordinated and responsive care. The management team was proactive in supporting people to achieve meaningful outcomes, including improved health, increased confidence, greater independence, and successful transitions to more independent living arrangements. Examples seen during the assessment demonstrated the service's ability to support people to exceed expectations and achieve goals that had previously been considered unlikely.
Medicines were generally managed safely, but improvements were needed in temperature monitoring, medicines records and oversight of some checks. The provider took action during the assessment to strengthen monitoring and recording. Staff were competent and understood people's medicines needs well.
Leaders promoted an open, supportive, and inclusive culture where staff felt valued, listened to, and empowered to contribute ideas and raise concerns. Staff development was prioritised through supervision, mentoring, training, and career progression opportunities, helping to maintain a skilled and knowledgeable workforce. There was also a clear commitment to equality, diversity, and person-centred care, ensuring people were respected as individuals and supported in ways that reflected their needs, wishes, and aspirations.
The service demonstrated a positive approach to learning and continuous improvement. Leaders regularly reviewed incidents, complaints, audit findings, and feedback from people, relatives, staff, and professionals to identify opportunities for improvement and strengthen practice. Where concerns were identified, leaders responded promptly and implemented actions to address them. While governance systems were generally effective, required improvements identified through audits had not always been fully embedded or consistently sustained. This meant there remained opportunities to strengthen assurance by showing these had been completed and their effectiveness reviewed.
The management team provided effective leadership and governance, creating a caring, inclusive, and improvement-focused service. The provider's strong person-centred culture, commitment to partnership working, and focus on achieving positive outcomes helped ensure people received safe, high-quality support that promoted their wellbeing, independence, and quality of life.
People's experience of this service
People consistently described Phoenix Park as a caring, welcoming, and supportive place to live, where they felt safe, respected, and valued. They spoke positively about the kindness of staff and the trusting relationships they had developed, while relatives highlighted the compassionate culture within the home. One relative told us, “When you walk round the home you see 100’s little acts of kindness,” and another said, “It’s more of a home, not an institution.”
People experienced care that promoted choice, dignity, and independence. They were encouraged to make decisions about their daily lives and were supported to maintain skills and routines that were important to them. One person told us, “I choose to get up and go to bed when I want,” while another explained, “Staff ask for consent before doing anything. They knock before they come in.” This demonstrated that people felt respected and in control of their care.
People enjoyed opportunities to take part in meaningful activities, maintain relationships, and remain connected with their community. There was a varied programme of activities and events that enhanced people's wellbeing and quality of life. A person told us, “There’s always something going on.”
People achieved positive outcomes through personalised support tailored to their individual needs and goals. Staff support helped people build confidence, improve their wellbeing, and increase their independence. These included people overcoming anxiety to access their local community independently, improving their health, and successfully moving into more independent living arrangements.
People and their relatives felt listened to and were confident that any concerns or suggestions would be acted upon. One relative told us, “You only have to mention something small and they sort it!” Throughout the assessment, we observed warm and respectful interactions between staff and people, with staff providing reassurance, encouragement, and support in a calm and compassionate manner. Overall, people experienced a homely, inclusive, and person-centred service where their wellbeing, choices, and aspirations were at the heart of the support they received.