We are delighted to share that our Supported Living service has been awarded a GOOD rating in our recent CQC inspection, reflecting the dedication, compassion and professionalism of every team member.
This was our first inspection under the new regulatory framework and it was very different to any of our previous inspections.
Inspectors from the Care Quality Commission (CQC) visit services that are registered with them (these are called regulated services), to find out if the service is doing the best it can for people it supports. The inspectors talk to staff, people we support and friends and families who use the service about 34 different quality statements in five questions called key lines of enquiry (KLOEs), then they write a report about what they find out. They will also decide whether to rate the service as OUTSTANDING, GOOD or REQUIRES IMPROVEMENT.
- There's a culture of safety and openness
Our colleagues feel confident and supported to raise concerns, knowing they will be listened to. People we support and their families say they feel safe, well looked after and happy in our care.
- Kindness and compassion that make a real impact
Our team makes sure people are treated as individuals with their own strengths, choices and dreams. Families describe our staff as kind, caring, respectful and truly person-centred and inspectors said they found warmth, empathy and dignity in every property they visited.
- Our person-centred approach is changing people’s lives
People we support are helped to gain employment, develop new skills, grow in confidence and build meaningful connections. The report shows how people and families are involved in decisions and in developing and adapting personalised care plans when someone's needs change. We communicate in a way that each person needs with support and accessible information and people spend time doing activities they choose.
- The service works brilliantly with partners and the community
Our Supported Living team has strong relationships with health professionals, social workers, families and community partners. This teamwork ensures people receive timely, joined up care that supports their independence, wellbeing and choice.
- Leadership, values and team spirit shine through
Our colleagues are part of an inclusive workforce and say they have a supportive manager and a positive team culture that focusses on equality, diversity and staff wellbeing and that they feel proud to be part of Supported Living. Team leaders are visible, approachable and committed to preventing closed cultures.
Safe
• We have a strong learning and safety culture, where colleagues feel confident to speak up.
• People and families said they feel safe, well looked after and happy.
• Colleagues demonstrate excellent safeguarding awareness and act quickly and appropriately.
Caring
• Colleagues consistently demonstrate kindness, empathy and respect.
• Families praised staff for being caring, committed and values driven.
• People are supported as individuals, with personalised approaches to communication, their interests and wellbeing.
Responsive
• Care is person-centred, flexible and shaped around each person’s needs.
• Colleagues work closely with families and professionals to support joined up care.
• People have meaningful ways to give feedback, and their voices lead to real changes, like Persona Your Voice and our accessible holiday lodge.
Effective
• Colleagues feel supported and proud to work here, describing great teamwork and positive leadership.
• People achieve impressive outcomes — employment, skills, confidence, healthier lifestyles.
• Managers know people well and work together to ensure smooth transitions and continuity.
Well-Led
• Leaders are visible, approachable and committed to our values.
• Colleagues feel comfortable raising concerns and know their voice matters.
• Strong community involvement helps people build connections, confidence and independence.
This GOOD rating is a celebration of dedication, care, professionalism and belief in the people we support and it belongs to every single person in Supported Living.
The inspection was intense, and the feedback also gives us clear areas to strengthen and improve but the professionalism, creativity, resilience and genuine care shown by every colleague in the service has made this outcome possible and we hope our team are as proud of their part in the result as we are.
Thank you team - well done, Supported Living!
Read the full report here.
You can read the easy read report here.
