Cleveland View

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.

People were treated with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People spoke positively about the kind and caring nature of staff. A person told us, “The care is excellent.” A visiting health professional wrote and told us, “I have only ever seen residents and their family treated with the upmost respect and dignity speaking like they would alongside friends or family. It appears nothing is a problem to the care team, and they are only too happy to support families/residents where they can.”

The registered manager promoted dignity and encouraged staff, people and relatives to celebrate events, such as dignity week to showcase the importance of providing dignified care with kindness and compassion. Staff, people and relatives celebrated Dignity Day/Week with a dignity tree and cakes.

The registered manager also arranged for staff to attend a virtual Dementia tour to experience and understand how to provide empathetic and inclusive care.

The registered manager and staff 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.

During our visit we saw that staff were very alert to people’s needs and offered support that reflected their individual choices. For example, people were encouraged to do as much as they possibly could for themselves, with staff knowing effective ways to support this.

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

People were supported to make decisions about their day-to-day life. Staff included family members in making complex decisions where people could not do so themselves. One person said, “I am listened to and given time to make choices.”

The service had an extensive range of activities for people to engage in, including visits by schools, baking, musical artists and trips out. Themed days were planned when there was a special event such as celebrating Diwali and the Chinese New Year which promoted different cultural understanding through shared experiences.

People were able to try foods they would not normally experience and enjoy conversations around why specific foods held importance in different religions and celebrations. Staff described how this activity had allowed inclusive and diverse conversations in a safe environment.

Activities were well planned and took into consideration people’s interests and life histories. VE day had been celebrated by a trip to Beamish. People had been to the beach and Hartlepool Marina amongst many others. A relative told us, “When the King and Queen visited Middlesbrough the home took [person] to see him and the King came across and shook [person]

by the hand. Buckingham Palace then sent the home a letter thanking them for making the effort.”

The activities coordinator went above and beyond to provide people with social interaction. They supported a person to visit church as well as supporting another person to relive their love of football by taking them to match days at Middlesbrough Football club, often outside of their normal working hours.

During the site visit there was a musical artist entertaining people. People were seen to be foot tapping, dancing and enjoying the songs.

Activities were well planned and took into consideration people’s interests and life histories. VE day had been celebrated by a trip to Beamish. People had been to the beach and Hartlepool Marina amongst many others. A relative told us, “When the King and Queen visited Middlesbrough the home took [person] to see him and the King came across and shook [person] by the hand. Buckingham Palace then sent the home a letter thanking them for making the effort.”

The activities coordinator went above and beyond to provide people with social interaction. They supported a person to visit church as well as supporting another person to relive their love of football by taking them to match days at Middlesbrough Football club, often outside of their normal working hours.

During the site visit there was a musical artist entertaining people. People were seen to be foot tapping, dancing and enjoying the songs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff surveys had been completed in June 2025 and were very positive. Staff reported the environment in which they worked, and the management team were excellent.

Staff told us they felt well supported and were proud to work at the service. A staff member said, “The manager is so supportive. I get regular supervision and training. We all get on and work well together as a team. This is a happy place to work.”

We asked staff if they had ever experienced discrimination and no concerns were raised with us. The service had a dedicated staff LGBT Champion. Their role was to ensure inclusivity and equality for people and staff by sharing education, resources and experiences. They promoted an environment where people from the LGBTQ community felt safe and supported in the environment they live and work.