Superhealthcare

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 80 (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.

Staff strictly upheld dignity, privacy, and confidentiality, with a relative noting, “Staff respect [Name] privacy. There have been times when I have forgotten to pull the blinds down and have been told off,” and another stating, “They are very good at personal care, and I don’t see what they can do better.” Furthermore, the workforce delivered person-centred care, with a staff member sharing, “The people we support have different backgrounds, preferences, and goals. We aim to provide person-centred care that respects their dignity, privacy, culture, and individual needs. Staff build positive relationships with the people we support and encourage healthy choices and wellbeing,” and another adding, “I protect people’s dignity, privacy, and confidentiality by involving them in their care and keeping them informed throughout. I ensure privacy during personal care by closing doors and blinds.” People praised the personalised care, with 1 person sharing, “They pay personal attention. It works very well.”

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.

Care plans are detailed, comprehensive, and personalised. They go beyond basic care needs to capture each person's unique life story, daily routines, personal preferences, cultural identity, and future aspirations. This detailed insight ensures that care is tailored to the individual. It enables staff to build strong, trusting relationships with the people they support. As a result, the delivery of care genuinely aligned with who each person is. One staff member shared, “I support many people who have been independent but now need some support to remain safely in their own home. They may come from different cultural, social and family backgrounds and it is important that care is delivered in a way that respects this individuality. I always try to treat each person as an individual rather than just focusing on their care needs.”

Staff used this knowledge to tailor their daily approach, communication, and interactions. Because care plans are kept up to date, staff remained fully aware of what matters most to each person. They can adapt support to match individual preferences and specific cultural needs. This person-centred approach fosters an environment of respect and dignity, ensuring people receive effective care that supported their independence and choices. A relative told us, “I am very happy with [the carers]. They look after my [loved one] and they do things that they don’t have to do, like tidy up our home.”

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

The service actively championed individual autonomy, ensuring all care delivery focused on independence, choice, and control. Every care plan defined exactly how staff must support individuals to respect their dignity and privacy while building self-reliance. As one staff member highlighted, “Everything is all in the care plan. Needs, goals, life history and how to encourage independence.”

Care staff routinely encouraged people to manage as many aspects of their own routines as possible. They maintained a continuous focus on offering meaningful choices and respecting personal decisions. This was supported by another staff member who shared, “We encourage people to remain as independent as possible and support them to make their own choices.”

This empowering approach is strongly validated by external colleagues. One healthcare professional noted, “I have observed that staff treat individuals with dignity and strive to promote independence where possible.” This shared commitment ensures that individuals are supported in a balanced way that keeps them in control of their own lives.

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.

The service ensured that people were supported responsively based on their current presentation and immediate well-being. Care plans showed that staff actively adjusted daily routines and expectations when people become anxious or unsettled. This flexible approach allowed individuals to be supported entirely at their own pace, which effectively reducing pressure and helped prevent situations from escalating.

Care is quickly adapted as needs change. Records clearly documented appropriate adjustments to daily routines, environments, and staffing levels. Because staff knew individuals well, they recognised subtle changes in presentation and acted appropriately. This prompt, responsive care ensured people received support that reflected their immediate needs, minimising discomfort and reducing the risk of further anxiety. A staff member shared, “All changes we immediately inform the office. For example, if mobility gets a bit wobbly, we inform as soon as possible for a quick intervention.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff benefited from a workplace culture that deeply valued their physical and mental wellbeing. The registered manager proactively prioritised staff health by providing robust emotional support systems. Regular, comprehensive supervisions focused heavily on personal welfare alongside professional practice. As a result, employees felt genuinely cared for, respected, and highly motivated. This deep commitment to psychological safety ensured a resilient workforce that felt entirely safe to seek help at any time. One staff member told us, “I feel comfortable saying if something could be done better for service users in day-to-day communication and suggesting improvements.” Another shared, “In my experience, management is very supportive and approachable if I need help or want to talk about my workload. The coordinators do a good job of planning things and if there are issues with workload or wellbeing, I feel comfortable raising them. Supervision and team meetings also discuss staff wellbeing;” and “We receive positive feedback from service users, families and managers which helps staff to feel valued in their work.” A further comment included, “Management supports staff well-being and encourages appropriate breaks. We also often have lunch together in the office, which creates a supportive team atmosphere. Management are very supportive and always willing to help.”

The organisation actively empowered its workforce through continuous development and tailored coaching. This high-quality training equipped staff with the skills, confidence, and autonomy to deliver outstanding, person-centred care. This investment created a strong sense of shared accountability. Employees feel inspired to take ownership of their roles and introduce innovative improvements to daily care routines. By fully investing in the happiness of the team, leadership maintained a stable, highly skilled workforce that consistently achieved excellent outcomes. Staff shared comments such as, “The training is great and helps me with the work I’m doing every day. If I need more training, I can make a request to the registered manager;” and “Through regular communication, support, recognition, and opportunities for development. I feel valued and appreciated;” and “Continuous training and development help us to consistently improve practice and maintain excellent standards of care.”