Rafael Home

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 outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

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 was exceptional at treating people with kindness, compassion and dignity, and at creating a genuinely warm and respectful home environment. People were supported in a way that clearly valued who they were, what mattered to them and how they wished to live their lives. We observed consistently respectful interactions, with staff checking consent, maintaining privacy and supporting people discreetly when they needed help.

In line with Right Support, Right Care, Right Culture statutory guidance, people lived in a service that felt homely. People were at ease at the service and comfortable, and staff took time to recognise and celebrate achievements, including taking photographs of people’s activities to record and acknowledge their success. One person told us they were happy living at the service and that “The staff are good”, and a relative described the home as “A home from home… it’s peace of mind… it’s like a family that [their family member’s] gone into, they all care for each other.” Staff spoke warmly about people and demonstrated pride in supporting them, which contributed to a calm, inclusive and dignified atmosphere throughout the home.

Staff respected the people they supported and valued their experiences, skills and opinions. People were treated as equals and were fully involved in service delivery and development.

The provider was exceptional at promoting people’s independence, choice and control in a positive and enabling way. People were actively involved in decisions about their daily routines, meals, activities and community involvement. Staff supported people to make informed choices by offering clear explanations and visual prompts, and by allowing people to change their minds without pressure. No decision was made about people without their involvement. Staff supported people to negotiate decisions as individuals and as a group without influencing them. They provided them with the information and skills to make informed educated decisions, and continued to develop their knowledge and skills to enable them to have more independence and control over their lives and their care. We observed people negotiating choices together, such as agreeing which television programmes to watch, and staff supported these discussions without directing outcomes.

People were encouraged and supported to develop skills and confidence, including cooking, shopping, managing money, travelling in the community, attending the gym and taking up employment. One person was really proud of their employment and was excited to tell us about the tasks they undertook. Positive risk-taking was embedded in practice, enabling people to do more for themselves while remaining safe. This approach had led to meaningful progress for people over time and increased independence in areas that were previously difficult for them. Staff continued to work with people to educate them and support skill development, including their understanding on money and financial transactions.