The Well Centre

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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

Young patients who used the service were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. Patients had choice in their care and treatment. The service supported staff wellbeing.

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 service 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 inspection, we reviewed feedback collected in the comments box from February 2025. This feedback was wholly positive in nature, and patients commented that staff were understanding, helpful, supportive and insightful.

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

Staff had received training to support diverse populations, including refugees, asylum seekers, neurodivergent individuals, and patients with disordered eating behaviours.

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

The service was also able hold sessions in a variety of locations to suit the individual needs of a patient including at home, during a walk in the park or in a café. The chosen location was risk assessed, and steps were taken to ensure the patient’s privacy was maintained.

The service listened to and understood patients’ needs, views and wishes. Staff responded to patients’ needs in the moment and acted to minimise any discomfort, concern or distress.

There was a system for appointment triage that ensured patients with immediate needs had access to services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

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

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff, which included the necessary resources and facilities for safe working, such as regular breaks and rest areas. Staff reported being supported if they were struggling at work.

Leaders took the wellbeing of staff seriously. For example, the service introduced a wellbeing hour every month and allowed staff to choose how this hour was spent. Staff were also offered 2 mental health days a year.