80b Randall Avenue

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.

This is the first assessment for this service. This key question has been rated outstanding. This meant people’s needs were met through well-organised and consistently high-quality care delivery. People were truly respected and valued as unique individuals and were empowered to be active partners in their care. The provider demonstrated exceptional commitment to person-centred values, creating an environment where compassion and dignity were embedded in everyday practice.

This service scored 90 (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 treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. During our visits to 2services, we observed consistently positive interactions between staff and the people they support. These interactions fostered a warm, caring, and supportive environment. People using the service shared positive feedback with us, including comments such as, “Quite happy here, staff are good, they know what they’re doing,” and “Staff are good” and “helpful.” Staff also demonstrated kindness and respect towards colleagues from other organisations, reflecting a culture of professionalism and compassion.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider demonstrated a strong commitment to person-centred care by recognising and responding to each individual’s strengths, abilities, aspirations, culture, unique background, and protected characteristics. Care plans were regularly reviewed and included people’s goals, likes and dislikes, with activities tailored to their interests to ensure support was both personalised and meaningful.

People were supported to access the community, engage in purposeful activities, and develop independent living skills. This approach enabled individuals to make choices and express preferences that reflected their unique needs.

Feedback from people who used the service highlighted how this personalised support made a difference in their lives. A person spoke positively about sessions with the provider’s in-house counsellor and therapies team, sharing that these had supported their writing journey and that they were working on an autobiography. The provider took a creative and person-centred approach to help the individual achieve this goal. The provider supported by building their confidence and identifying opportunities to share their story, including participating in a podcast focused on their life and mental health. The person told us they felt very “proud” and expressed gratitude to staff for enabling them to pass on their “experiences and wisdom.” This example indicates how the provider empowered them to thrive and pursue their goals that may have previously felt out of reach.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person who used the service told us they had been supported to access the gym and attended “twice a week,” and had been doing “weights and aerobics for the last 2 years.” This reflected how the provider recognised and supported the person’s individual interests and goals around physical health and routine. They explained that staff included them in decision-making: “They will sit me down and talk things through with me, so that I understand what’s going on.” They also told us, “I keep a copy of my care plan, we go through it every 2 months and I feel like I have a say.” Being included in decision-making and regularly reviewing their care plan empowered the person, fostering a sense of understanding, involvement, and control over their own support. Feedback indicated how the service respected the person’s right to be involved in their care, valued their input, and tailored support to meet their specific needs and preferences.

Relatives shared positive feedback about the personalised support their family members received. One relative told us, “[Person] goes out daily.” Another commented, “Not forced to do something but encouraged.” They also noted that the person was supported to engage in “maths and art” and that the provider had “a fair number of activities happening.” Another relative told us, “They encourage [person] to attend college, go to the gym” and that “[person] is enjoying it and making a difference. Really pleased and they actually care.” One relative also shared, “They do go on outings, they went to Brighton.” The personalised support had a positive impact by promoting independence, boosting confidence, and enhancing people’s enjoyment and engagement in daily life through meaningful activities and encouragement that align with their goals.

The provider was exceptional in how they 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. For example, people using the service told us they felt in control of their care and knew how to raise concerns or complaints. A person told us, “I go to the office, and they are always able to address it,” reflecting confidence in the service’s responsiveness. Another person highlighted the consistency of care, noting that familiarity with staff made it easier for their needs to be recognised and met.

Staff gave examples of how they adapted their approach to meet individual needs, including supporting a person who actively refused personal care through ongoing encouragement and relationship-building.This demonstrated sensitivity and persistence in ensuring people’s wellbeing while respecting their autonomy.

Relatives shared positive feedback about the provider’s responsiveness. A relative said, “They always ask me regarding the care plan,” and confirmed they were kept informed about medical appointments and health concerns, reinforcing the service’s commitment to inclusive and transparent communication.

Regular team meetings were held to review people’s health and social care needs, enabling staff to monitor changes and respond if needs deteriorated. The provider also conducted client surveys to capture feedback, concerns, and changes in circumstances. Reasonable requests made by people were often facilitated, highlighting a flexible and responsive care model that prioritises people’s immediate needs and preferences.

The provider consistently prioritised staff wellbeing and fostered an environment that enabled staff to deliver person-centred care effectively. Staff had access to both the provider’s in-house counsellor and external wellbeing support services, reflecting a proactive and holistic approach to staff wellbeing.

Feedback from staff was very positive, with comments such as, “Management are very approachable and supportive,” and “Management is lovely to work with. Open to ideas and ways to improve. I can speak to them anytime I want. They are very friendly.” Staff told us they received regular supervision, during which wellbeing was a key focus. The provider also worked flexibly with staff to accommodate individual circumstances, offering tailored working arrangements to help them remain in work. Staff felt comfortable speaking up about any additional support they needed, contributing to a culture of openness, trust, and continuous improvement.

In addition to wellbeing support, the provider invested in staff development through bespoke training. For example, when a new person moved into the service with a specific learning need, the provider arranged tailored training led by the in-house counsellor. This not only equipped staff to support the individual effectively but also enhanced their confidence and professional development in this area. Furthermore, people with specific needs received more tailored support leading to improved quality of care and stronger relationships between staff and those they support.

This supportive and enabling environment ensured staff felt valued, listened to, and well-equipped to provide high-quality, person-centred care.