South East Supported Living

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.

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 consistently treated people with kindness, empathy and compassion, and respected their privacy and dignity.

People told us staff knew them well, understood their preferences, and took time to engage with them in a caring way. One relative said, “Absolutely they do [treat with kindness and compassion], yes, they are actually delightful, really nice people, because I see them regularly, I know they are and they really do care.” Another relative told us, “I think they treat everyone with kindness and compassion.”

We observed these positive interactions during the assessment, with staff speaking to people respectfully, spending time engaging with them, and supporting them in a warm and dignified manner.

The provider treated people as individuals and delivered care that was personalised and responsive to their needs.

Staff demonstrated a strong understanding of people’s individual needs, preferences and communication styles. For example, communication was supported through the use of preferred objects, enabling more meaningful engagement.

People’s communication needs were clearly identified and consistently met, with staff tailoring their approach to each individual. For example, people who were unable to communicate verbally were supported to make informed choices through the use of tangible objects, while staff interpreted their unique body language and vocalisations to understand preferences and respond in a personalised way.

Feedback from families described staff as caring, attentive and knowledgeable. Professionals also confirmed that staff knew people well and supported their individual preferences. Observations showed staff treated people with respect and genuine warmth, providing personalised support that reflected each person’s needs and choices.

The provider promoted people’s independence, wellbeing and day-to-day autonomy in how they lived their lives.

People told us they were supported to make everyday choices and felt listened to and respected by staff. One person described being largely independent, including choosing what to eat, wear and how they spent their time, while staff provided support when needed.

People were supported to maintain relationships with friends and family, with people confirming they could have visitors whenever they chose. We observed people taking part in activities of their choice and being supported by staff to access the community and engage in things that mattered to them.

The provider listened to and understood people's needs, views and wishes. Staff responded to people’s needs in the moment and took action to minimise discomfort, concern or distress. One person told us they sometimes found it difficult to communicate, which could lead to frustration,however staff provided reassurance and support.

Staff were attentive and responsive, supporting people both emotionally and practically. One person said they would speak to the registered manager or other trusted staff if they were worried. A professional confirmed that staff respected individual's preferences, enabling quiet time when needed, as well as providing 1:1 activities and emotional support,

Staffing levels ensured support was available day and night, with a 24-hour on-call system providing additional guidance when required.

The provider cared about and promoted the wellbeing of their staff.

Staff reported a positive and supportive working environment,particularly at team level. Line managers are described as approachable, non-judgemental, and proactive in supporting staff wellbeing, including during periods of sickness or injury. Regular check-ins and flexibility around workload and time off contribute to staff feeling valued and cared for.

Formal wellbeing initiatives, such as an Employee Assistance Programme (EAP), are available.