Respectful Care Nottingham South

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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 demonstrated an exceptional commitment to treating people with kindness, compassion and empathy, ensuring their privacy and dignity were consistently respected and upheld. This approach was deeply embedded across the service. Staff at all levels showed a genuine passion to deliver outstanding, caring, kind and respectful care to everyone they supported. People’s feedback and records showed relationships were warm, respectful and highly valued, extended not only to people who used the service but also to their family members, colleagues and professionals from other organisations.

Feedback from people and their relatives was overwhelmingly positive and consistently reflected the outstanding caring culture of the service. One person told us, “Staff are lovely, kind and part of the family. Cheerful in the morning. Care is good.” Another said, “Very good staff. Always kind and respectful. Nice to have somebody to talk to. I’m happy with it all.” Relatives echoed this, telling us their loved ones were “happy and treated with kindness and respect.”

Staff spoke with pride about delivering dignified and compassionate care, and demonstrated a clear understanding of the provider’s values and how to show them in their work. One staff member explained, “I always provide care respectfully and maintain privacy during personal care. I encourage people to remain as independent as possible and support them in the way they choose.” This reflected a strong, consistently applied ethos to empower people and uphold their individuality.

The provider treated people as truly individual, and demonstrated an exceptional commitment to ensure care, support and treatment were consistently tailored to meet each person’s unique needs, preferences and lived experiences. Care delivery was highly personalised, with clear consideration given to people’s strengths, abilities, aspirations, cultural backgrounds and protected characteristics.

Care plans were comprehensive, person-led and exceptionally detailed, and captured not only people’s health and support needs, but also their life histories, relationships, interests, values and preferences. They provided clear guidance for staff on how to deliver care in ways that respected people’s cultural, religious and personal wishes, which ensured care was both meaningful and inclusive.

Care was flexible and highly responsive. The provider consistently went above and beyond to ensure people felt safe, valued and supported, particularly during times of vulnerability. For example, records showed staff remained with people during periods of ill health or when emergency services were required, offered reassurance and continuity of care. People confirmed they felt recognised and respected as individuals, with one person who told us, “Staff know me and support me as an individual.”

There was a strong culture of kindness and recognition across the service. The provider took thoughtful and personalised steps to celebrate people’s lives and achievements, that included marking milestone birthdays with balloons and cakes, and provided seasonal gifts such as Easter eggs. These gestures fostered a genuine sense of belonging and community, and demonstrated that people were not only supported, but truly valued, respected and celebrated

The provider was outstanding in promoting people’s independence, choice and control, ensuring individuals remained at the centre of all decisions about their care and support. There was a deeply embedded culture of empowering people to live their lives in the way they chose, with staff consistently enabling people to maintain their autonomy, dignity and sense of purpose.

People were actively supported to make informed choices about all aspects of their daily lives. This included how their care was delivered, their routines and how they wished to spend their time. Staff demonstrated a strong understanding of each person’s preferences and worked proactively to ensure these were respected, even where this required flexible and creative approaches. People told us they felt fully in control of their care and were encouraged to express their views and make decisions, which were always listened to and acted upon.

The provider showed an exceptional commitment to promote independence. Care plans were highly personalised and clearly outlined what people could do for themselves, with staff providing the least restrictive support possible. This enabled people to retain and develop their skills and confidence. Staff consistently encouraged people to remain as independent as possible, offered reassurance and guidance in a way that upheld dignity and self-worth.

Staff knew people exceptionally well and used this knowledge to anticipate needs and support positive risk-taking, which ensured people could continue to live fulfilling and meaningful lives. Where risks were identified, these were carefully assessed and managed in a way that balanced safety with independence, rather than restricting people unnecessarily. A relative told us, “I could not fault anything that [respectful care] all do to support both [family member] and me, in particular as I live so far away, I rely on [staff] all to look after [family member] and to make sure that all their care needs are met. [Respectful care] carers go over and above what is expected of them.”

The provider went above and beyond to ensure people felt in control of their lives, demonstrating a strong commitment to human rights-based care. This approach resulted in people feeling empowered, respected and confident, with consistently positive outcomes that enhanced their overall wellbeing and quality of life.

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 were supported by a consistent staff team who knew them extremely well. This enabled staff to recognise even subtle changes in people’s condition or presentation and respond promptly and effectively. For example, when one person showed signs of deterioration, staff quickly identified potential sepsis and acted without delay, and contacted emergency services. This swift recognition and response ensured the person received timely medical intervention, which demonstrated a proactive and highly skilled approach to care.

This strong emphasis on knowing people as individuals and responding quickly to changes ensured people experienced safe, responsive and personalised care at all times.

The provider demonstrated an exceptional commitment to the wellbeing of staff and was highly effective in supporting and enabling them to consistently deliver outstanding, person-centred care. There was a strong, values-driven culture where staff felt genuinely valued, respected and empowered.

Staff spoke overwhelmingly positively about the support they received from the management team, and described the service as a “positive and supportive workplace where staff work well together as a team and genuinely care about the people they support.” This reflected a cohesive and compassionate team culture that directly contributed to high-quality care and could be demonstrated in the improved outcomes of people’s day to day lives.

The provider had robust and meaningful processes in place to support staff wellbeing. Health assessments were used effectively to identify any need for reasonable adjustments or flexible working arrangements, which ensured staff could perform their roles safely and confidently. Wellbeing was actively promoted through regular supervisions, staff meetings and informal opportunities to connect, such as open access to the office. Leaders knew their staff well and were highly responsive to their needs. For example, when a staff member’s behaviour changed unexpectedly, the management team proactively completed a welfare check during a care visit. Their swift and compassionate response ensured the staff member received immediate support and time away from work, that demonstrated a strong duty of care.

The provider actively recognised and celebrated staff contributions through a staff recognition scheme, acknowledging long service and exceptional care with thoughtful gestures such as gift cards and flowers. This fostered a culture of appreciation and pride in delivering high-quality care.

There was also an excellent approach to support staff who were new to the country. Bespoke, holistic support was provided to help them settle both professionally and personally, which included assistance with communication, learning new skills and adapting to life in the UK. One staff member shared, “When I first came from [county] I had no care experience and was new to the country. The company helped me settle, supported me with communication and driving lessons. I appreciated the support because settling into a new country is not easy.”

Staff felt supported by the management team when they required additional support. One staff member said, “There is good teamwork between carers and office staff and communication is clear. The pay and mileage are also very good compared to other care companies locally. One thing I appreciate is that management are understanding if staff need additional support or guidance while learning new skills.”

This highly inclusive, supportive and nurturing environment ensured staff felt confident, valued and motivated, which directly translated into consistently compassionate, person-centred care for people using the service.