ISSAC

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 of the supported living service. This key question has been rated outstanding. This key question has been rated 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.

Staff were exceptional in the way they treated people with kindness, empathy and compassion, and in how they respected people's privacy and dignity. A strong values-based culture was evident throughout the service, where people were treated with genuine warmth, understanding and respect.

Relatives spoke highly of the caring and compassionate approach of staff and the meaningful relationships they had developed with people. One relative told us, “Staff go above and beyond the call of duty. They don't work to the clock, they will stay longer if it helps to get my daughter settled.” Another relative described the affection between staff and their family member, telling us, “Staff love her and she loves them…The care is reflected in everything the staff do and they uphold their commitment to making my [relative's] life as good as possible.”

Health and social care professionals also spoke positively about the caring approach taken by staff. One professional told us, “I consider the care at ISSAC to have been dedicated and compassionate with my client, the staff consistently place the individual at the centre of their support. Their partnership working, proactive approach and focus on achieving positive outcomes have had a significant and positive impact on the person's wellbeing, independence and quality of life.”

Staff spoke enthusiastically about their roles and the people they supported. They described feeling privileged to work within the service and took pride in making a positive difference to people's lives. One staff member told us, “Here, to me, is exceptional - I'm blessed to be a part of it.” Staff viewed people as individuals with unique strengths, qualities and experiences, rather than focusing solely on their support needs. One staff member reflected on the meaningful relationships they had developed and told us, “[Person] teaches us lessons without her actually knowing she is doing it.”

Staff understood how their individual personalities contributed to care delivery. One person was supported by a consistent staff team and expressed preferences for different staff members depending on their mood or the activity. Some staff were known for their playful and engaging approach, others for specific practical skills, and others for relationships developed over time. Staff adapted their approach flexibly to meet the person's wishes. A staff member said, "We are all very different - she gets something from all the staff."

People's dignity was consistently promoted and upheld. Staff took a thoughtful and respectful approach to personal care, ensuring people felt comfortable and in control. Risks associated with personal care were carefully assessed and managed in a way that maintained dignity while ensuring safety. Relatives consistently told us staff treated people with dignity and respect and sought consent before providing support. One relative said, "Staff totally uphold my [relative's] right to be treated with dignity and respect and always ask before support is given."

Staff treated people as individuals and demonstrated a detailed and compassionate understanding of their needs and preferences. They showed exceptional awareness and adapted their approach in thoughtful and creative ways to ensure people experienced care that was meaningful, respectful and empowering.

Staff delivered highly personalised care by adapting their approach to meet people’s understanding. For example, staff used objects of reference to help one person anticipate what was happening. Rather than using generic items, they selected familiar objects directly linked to the activity, such as a seat belt buckle to indicate going out in a car. They told us an object such as a model car, would not be meaningful, as the person would not associate it with the actual experience. Using a familiar and relevant item ensured the person could understand and anticipate what was happening. This approach enabled the person to feel prepared and in control. A relative told us, “Staff can step into my [family member’s] world, and she feels validated and seen.”

The service celebrated people’s achievements, no matter how small, and showed a strong commitment to supporting progress at each person’s pace. Staff demonstrated patience and perseverance, recognising that meaningful outcomes can take time. For example, they described how they supported one person over a prolonged period to feel comfortable with an everyday activity. Through a gradual and supportive approach, they built trust and confidence, enabling the person to develop greater independence and enjoyment.

Staff demonstrated a clear understanding of the importance of routines for some people and how this supported their wellbeing. One staff member explained, “We all want to know the why, the where, and the how, and how we react when something unexpected happens, it can make you feel unsettled. That’s why it is important for [person] to have structure and routine, and for us to prepare them for what is coming next.”

People’s relatives spoke very positively about the impact of the individualised care. One relative described told us, “She is understood, there is nothing more we could want. She is in control of everything she wants.”

Health and social care professionals also spoke highly of the person-centred approach. One stated, “I have been consistently impressed by the quality of care and professionalism demonstrated by the staff team. ISSAC has developed a strong and positive working relationship with both the individual and their family, particularly during periods when family members were experiencing difficulties and required additional support. Staff showed compassion, reliability and a genuine commitment to achieving positive outcomes for the person.”

Staff were exceptional at promoting people’s independence and ensuring people had choice and control over their care and wellbeing. A strong emphasis was placed on empowering people to make decisions about their daily lives, aspirations and future goals.

Staff actively supported people to access specialist equipment and communication tools to enhance their independence. For example, staff had supported a person to be assessed for a communication aid and advocated for funding to ensure this could be accessed. A relative told us, “They encouraged my relative to use a talking aid and motivated her to become interested in using it… this promotes independence.” Staff had also supported applications for appropriate equipment, including mobility aids, to further increase people’s autonomy.

Staff demonstrated creativity and initiative in supporting communication and choice. They had developed personalised communication tools, such as voice accessible buttons, to enable a person to express their wishes, request activities, or indicate when they wanted privacy. This ensured the person remained in control of their environment and day-to-day decisions.

Care was delivered in a way that balanced safety with independence. For example, where risks relating to food storage had been identified, staff adapted the environment thoughtfully by introducing accessible and safe options, ensuring the person’s independence was maintained without unnecessary restriction.

Staff actively encouraged individuals to make choices about how they wished to spend their time and supported them to engage in activities that were personally meaningful. People were enabled to lead full and active lives within their communities. Relatives confirmed the positive impact of this approach. One relative told us, “My daughter goes to the pictures, theatre, bowling and restaurants… she has a better life than me.”

Staff spoke passionately about their role in supporting people to live fulfilling lives. One staff member told us, “I love being able to give people a life and open up opportunities. It’s their choice - we’re helping to widen their world.”

Health and social care professionals also spoke positively about the provider's commitment to promoting independence and choice. One professional told us, “The provider consistently delivers a balanced approach to care, maximising independence whilst ensuring that risks are appropriately managed and daily support needs are met. Staff demonstrate a clear understanding of the individual's needs, preferences and aspirations, and work hard to promote independence in a safe and meaningful way.”

We observed people attending a social and community event organised by the provider, where staff enabled individuals to engage confidently and comfortably. The event included a range of activities such as arts and craft and individual one-to-one engagement which ensured people could take part in ways that suited their preferences. People’s achievements, including creative work, were actively recognised and praised, which helped build their confidence and self-esteem.

Staff demonstrated an exceptional ability to recognise and respond to people's needs in the moment. Their proactive, intuitive and person-centred approach minimised distress and ensured people felt reassured, understood and supported, even during periods of anxiety or uncertainty.

We heard how consistent, person-centred care had enabled people with complex health needs to live a fulfilling and safe life. “I have full confidence in their ability to manage difficult situations with professionalism, sound judgement, and emotional intelligence. Crucially, they are proactive in seeking appropriate guidance, internal/external training, escalating concerns, and collaborating with partner agencies whenever necessary. This willingness to engage openly and transparently is a key factor in maintaining safe and effective practice.” This feedback reflected staff’s ability to adapt support to individual needs, respond promptly to changes, and deliver care that improved people’s quality of life.

Staff took time to understand the underlying reasons for people’s distress and adapted care accordingly. This proactive and personalised approach helped people feel reassured and reduced anxiety. One relative described the significant impact this had, telling us their family member had previously displayed behaviours linked to frustration but no longer experienced this, as their needs were “met beautifully” and they felt “validated.”

Staffing levels were consistently sufficient to meet both planned and unplanned needs. In addition, the service ensured there were enough staff who were able to drive. One relative told us, “All staff are drivers and she goes out every day.” Having staff who could drive and access to transport enabled staff to respond spontaneously to opportunities, such as going out for a drive, attending events or engaging in leisure activities, rather than being limited by staffing arrangements.

The provider promoted staff wellbeing and recognised the importance of supporting staff to deliver high-quality, person-centred care. Staff described the organisation as approachable and told us they felt valued in their roles. There was an open culture within the service where staff felt able to seek advice, discuss concerns and access support when needed.

Staff spoke positively about working at the service. They told us they loved their jobs and valued the opportunity to make a difference to people's lives. Staff described the service as inclusive and told us the staff team was "like a family." This reflected the positive relationships and supportive culture that had been developed within the workforce.

The provider supported staff through a range of initiatives. Staff had access to family leisure passes for local attractions, helping to promote wellbeing outside the workplace. In addition, staff could access support through an external provider, including mental health support, counselling, clinical advice and legal services.

The registered manager described staff wellbeing as a priority and explained they aimed to retain staff by creating a positive working environment where people felt listened to and supported. They told us, “We retain staff by creating a happy and contented workforce. The management team are actively involved with the frontline team, ensuring staff and individuals are genuinely listened to.”

The positive culture within the service was reflected in the care people received. Relatives consistently described staff as happy, positive and engaged. One relative told us, “Oh yes, staff are definitely happy and positive.”