15 School Street

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 treated colleagues from other organisations with kindness and respect.

During our visit, we observed caring interactions between staff and people using the service. People appeared happy to see staff, who complimented individuals on their appearance, which was received with pride and joy, contributing to a positive sense of self-worth.

We observed a person laughing and smiling with staff, clearly enjoying their time together and willingly going out for a walk. Another example of compassionate care was when a person became distressed; staff responded promptly and sensitively, supporting them to their room and helping them to feel calm and reassured. The individual returned to the communal area visibly happier.

People were supported to maintain meaningful relationships with family, which staff facilitated at specific times requested by the relative to ensure continuity of contact. Staff also accompanied people into the community when needed, promoting inclusion and independence.

Privacy was consistently respected. During a visit with a family member, staff ensured the environment was private, refreshments were offered to make the relative feel welcomed and at home. Staff told us they ensured blinds were drawn, doors closed, and towels used appropriately to maintain people’s dignity during personal care.

Staff promoted a caring environment, based on flexibility within the team. Staff supported one another by covering shifts and adjusting hours to meet the needs of the people they cared for. This approach ensured continuity of care and responsiveness to individual preferences.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated a clear understanding of how people communicated their needs and preferences. Before providing support, they asked individuals what they needed and responded in ways that respected their individual communication styles. People were actively encouraged to make decisions about their care, and staff used language and approaches that promoted autonomy and choice.

Staff were sensitive and respectful of people’s diverse needs. They promoted equality and anti-discriminatory practice in their daily interactions, ensuring that everyone felt valued and included. This approach was embedded in the culture of the service and evident in observations of the way staff supported people with dignity and respect.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff were observed engaging with people in line with their individual communication styles, which promoted individual choices and control of their life. Before offering support, staff encouraged people to undertake what they felt they could do for themselves, reinforcing their independence.

One person was getting ready to go out for a walk, staff encouraged them to put their own shoes and coat on, giving them choices in what they were wearing whilst promoting their independence. This approach was typical of the service’s ethos of enabling people’s independence.

We observed people freely moving around the service, choosing where they wanted to spend their time and engaging in activities that suited their preferences. Staff also encouraged individuals to participate in daily living tasks, such as cooking, which helped maintain and develop life skills.

Staff supported people to engage in meaningful activities that reflected their interests, preferences, and lifestyles. People were encouraged to take part in both community-based and home-based activities, which contributed positively to their wellbeing and sense of fulfilment.

Records showed that people regularly participated in activities of their choice, including ten-pin bowling, shopping trips, visits to Trentham Gardens, and holidays supported by staff. People often returned to familiar holiday destinations, which helped them feel comfortable and confident in their surroundings. These opportunities were tailored to individual preferences and supported by staff who understood the importance of promoting engagement, independence, and enjoyment in everyday 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.

Staff knew people well and were able to interpret non-verbal cues, including signs of pain, distress, or discomfort. For example, staff recognised when individuals were becoming upset, overheated, and responded promptly and sensitively.

We observed staff providing prompt and sensitive support when assisting a person with their personal care. Their approach was discreet and compassionate, ensuring the individual's dignity was maintained. This level of understanding was made possible by the consistency of staffing, which enabled strong relationships and knowledge of the people who were supported.

When a person had been admitted to hospital the staff remained with them throughout their stay. This ensured the individual was understood, supported in expressing their needs, and kept comfortable during a potentially distressing experience. This example highlights the provider’s commitment to continuity of care and emotional support beyond the home environment.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported by both the registered manager and assistant manager, describing them as approachable and responsive to their needs. One staff member said, “I feel happy, and I love working here. I feel very supported in my role.”

Staff spoke positively about the team culture, highlighting how colleagues helped each other by covering shifts, swapping hours, and working flexibly to meet the needs of the people they supported. This approach benefits people receiving care and fosters a positive and caring working environment.

The provider also offered access to wellbeing services such as counselling and physiotherapy. Staff told us the provider made reasonable adjustments to their work pattern when personal circumstances required time away from work. This approach to staff wellbeing enabled a positive and inclusive culture.