Tanglewood Care Home

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 were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. The service embedded dignity into every aspect of care, supported by strong leadership and continuous training. The registered manager had introduced more dignified crockery such as ceramic pottery two handed mugs to replace plastic beakers for people who required two hands to steady their drink and reduce the risk of spillage. People chose their preferred designs for the mugs and were very happy about the change.

Staff consistently demonstrated exceptional kindness and compassion, creating a culture where dignity was always prioritised. People told us they felt genuinely valued and respected, and feedback from relatives described care as, “Excellent.” One person told us, “Nothing is too much trouble. I could ask for toast at midnight and get it.” Another person said, “The staff are just amazing and I feel so lucky to be here, they let me talk about my home and family and are so patient and kind. I am very happy to just be here always.”

Staff took time to build trusting relationships, listening carefully and responding to individual needs with warmth and empathy. They anticipated people’s preferences and acted promptly to maintain comfort and emotional wellbeing. A relative said, “We are very happy with the care. [Staff] treat my [family member] and us more like a family. They are very kind and caring and I am always made to feel welcome when I visit.” Another relative told us, “I am so happy with the care [my family member] receives. [Staff] don’t just look after them but me as well. Some days [my family member] gets very upset, and that makes me upset. The staff look after me so well, when they saw I was upset they came straight over to comfort me.”

We observed staff treating people with patience and understanding, even in challenging situations. They used creative approaches to support privacy and independence, such as discreet assistance and personalised routines understanding the time and approach each person needed to feel comfortable. Conversations were meaningful and focused on what mattered most to each person, promoting a sense of belonging and self-worth. A person told us, “I am so happy here and love everyone.” This commitment to compassion and respect ensured people experienced outstanding, person-centred care that enhanced their quality of life.

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 took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

One staff member spoke to a person having trouble sleeping finding out how they could help. They then taught the person how to knit so they could achieve something together. This grew to the person knitting blankets for the pets in the home, attempting a world record for the world’s largest pompom and developing a friendship with people in the community who wanted to get involved with the knitting. The person and staff then decided to attempt a project to knit a scarf long enough to ‘hug the house’ in support of Dementia awareness. The project was aimed at also reducing anxiety and depression during the winter months by providing a goal and encouraging social inclusion. The project resulted in a successful 200m long scarf and the person and their friends were interviewed by a national news service, where they proudly spoke of their achievement.

The service consistently delivered highly personalised care, ensuring each person was treated as an individual with unique needs, preferences and aspirations. Staff demonstrated an exceptional understanding of what mattered most to people and tailored support accordingly. For example, 1 relative told us how the staff had put on a special anniversary lunch for them and their family member with wine to celebrate a significant anniversary. Care plans were detailed and regularly updated, reflecting personal histories, cultural backgrounds and lifestyle choices which contained people’s views and comments. This had resulted in people achieving various goals such as going on superbike racing trips, a 3-day music festival and developing a music café for a dementia support group.

Staff went beyond routine care by incorporating people’s interests and preferences into daily activities, creating meaningful experiences that promoted wellbeing. They adapted communication methods to suit individual needs, using visual aids and creative approaches to ensure everyone could express their wishes. People told us they felt listened to and respected, and relatives praised the service for its commitment to individuality.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One person told us, “I can choose for myself, what I want and when I want to do it.” A relative said, “[My family member] is still encouraged to do things like shave, which I feel is really important as it stops [them] giving up on life.”

The service actively promoted independence and empowered people to make choices about every aspect of their lives. Staff consistently encouraged people to do as much as possible for themselves, offering discreet support only when needed. Care plans reflected individual goals for independence and were regularly reviewed to ensure progress.

People were given genuine control over their daily routines, including when to get up, what to eat, and how to spend their time. Staff respected decisions, even when they differed from usual practice, and adapted care to accommodate personal preferences. Tailored activities enabled people with complex needs to maintain autonomy.

The service had a small number of bungalows adjacent to the main home where people who wished to retain an additional degree of independence could live with the knowledge they had access to support around the clock. A relative told us, “[My family member] has their own freedom with support if required. I must say they have a new lease of life since moving there. They are very independent but can call on the staff if need be.” People told us they felt reassured that when the time came where they required more support and needed to live in the main house, they could just, “Move across the garden to a new room.” One person said, “Wherever my room is, this is my forever home.”

People were also able to bring their pets with them and staff supported care of people’s pets when people felt unwell or needed to go out. For 1 person this meant they had the confidence to restart doing things they enjoyed such as going out shopping and meeting friends for lunch, knowing their pet was well cared for and safe.

Feedback from people confirmed they felt in control and valued. This strong commitment to independence and choice was embedded in the service’s culture, ensuring outstanding, person-centred care that enhanced dignity and quality of life.

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.

We observed staff responded promptly and effectively to people’s immediate needs, ensuring their comfort and safety. Call bells were answered quickly, and staff remained calm and reassuring during urgent situations. Care plans were accessible and up to date, enabling staff to make informed decisions when needs changed suddenly. A relative told us, “The other day when I visited [person] was really upset, I saw staff talking to them and calming them down and it worked well.” Another relative told us how staff responded immediately to support when their family member had a loss of continence.

People told us they felt confident staff would help them when needed. Staff worked well as a team, communicating clearly to prioritise urgent care while maintaining dignity and respect. The registered manager monitored response times and addressed any issues promptly. This consistent, timely support ensured people’s needs were met safely and appropriately.

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

The service supported staff wellbeing and created an environment where they felt valued and enabled to deliver high-quality care. The registered manager maintained open communication and were approachable, offering guidance and emotional support when needed. Staff told us they felt respected and listened to, and that their opinions were considered in decision-making.

Regular supervision and team meetings provided opportunities for reflection and professional growth. Training was updated regularly, ensuring staff had the skills and confidence to meet people’s needs. Wellbeing initiatives, such as flexible scheduling and access to support for mental health, helped staff maintain a healthy work-life balance.

This supportive culture enabled staff to work effectively as a team, contributing to consistent, person-centred care and positive outcomes for people living in the service.