The examples below provide insight into how other Good or Outstanding rated services are succeeding in this area of inspection.
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Inclusive, personalised, empowering care
The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff were exceptional at providing person centred support to people. For example, 1 person was supported to change their gender identity, this was extremely important to them, to enable them to live how they wished. Staff supported them to buy clothes they wished to wear and used their preferred name and pronouns. People had their own personal effects in their living spaces and were involved in decorating them. For example, 1 person had a gaming room, which included a games console and pictures, this person also had football memorabilia. This meant they were supported in an environment which was tailored to them, inclusive and promoted their equality and diversity. Another person enjoyed playing with dolls, they had several dolls and equipment in place, such as doll’s prams. This person also had several photographs of them caring for the dolls and taking them to activities and outings, which made them happy and relaxed.
Staff had received individualised signing system training, which had enabled them to effectively communicate with 1 person, this had improved their quality of life, and promoted their independence to make choices. This person had previously had little verbal speech, and was now speaking several words, including having nicknames and jokes with staff.
Read more about this service .
Care provider: Woodways
Date published: July 2025
Collaborative, holistic, goal-driven support
There was a genuine person-centred culture, where staff worked with people and their families to truly understand how to support them. People were at the centre of everything staff did to ensure their needs, wishes and goals were understood and they were supported to live fulfilled lives. The provider ensured the service was exceeding the standards in “Right support, right care, right culture” guidance.
The service developed a multi-disciplinary team (MDT). Members of the MDT included a speech and language therapist, occupational therapist, specialist nurse, psychologist, psychiatrist and a counsellor. The provider paid for the service of the MDT.
The MDT regularly assessed people and held meetings with them, their families and their core staff team. This resulted in people receiving timely, person-centred support.
People were actively encouraged to achieve their goals and live their life beyond the service. We saw many examples where people’s independence and quality of life had greatly improved. For example, when a person did not feel safe or confident to go out alone, staff worked with them to use assistive technology to gradually reduce the staff support needed, until the person was happy going out all day on their own. The person was also being supported to plan a holiday.
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Care provider: Milford Del Support Agency
Date published: July 2025
Attentive, enabling, tech-enhanced independence
The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People received very responsive, personalised care and support that met their needs and reflected their preferences. People were empowered to develop their own care and support plans with support from staff and these were reviewed and updated regularly, when people achieved goals and when their needs or aspirations changed.
Everyone we visited indicated they were very happy with the support they received. Staff we met were very attentive, thoughtful in how they interacted with people and knowledgeable about people's needs and wishes. The team were very proactive and creative in their approach to supporting people’s emotional wellbeing and we saw particularly good levels of personalisation in people’s care and support.
People told us they chose what they wanted to do and when they wanted to do it and gave examples where staff had made a difference to their lives. One person was particularly proud of their home and of the independence it afforded them, along with the support they received from the service. We saw staff encouraged them in exercising their rights and choices and it was evident that the person relished this. Another person showed us how staff had helped them to maximise their use of technology. They demonstrated with much enthusiasm how this had enhanced their independence, and enabled them in participating in their hobbies and interests.
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Care provider: Rotherham Regional Office
Date published: June 2025
Empowering, personalised, future-focused care
The management team was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
People living at Hall Park were truly recognised as an individual person with a life ahead of them and a life history which had shaped them. The management team ensured people’s views, opinions and choices were captured, then included in their plans. Care plans we reviewed showed exceptional personalised details, showing people and their relatives had been involved in creating the plans. People were supported to maintain and improve their confidence. Referrals had been promptly made to external health and social care teams where people needed support or equipment.
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Care provider: Hall Park Care 微微草视频
Date published: April 2025
Getting to know more than 10cm of somebody鈥檚 life
In this from the Care Exchange podcast, Jo-Anne Wilson MBE talks about how they try to get to know people better, shaping person-centred care around what is important to them.
You can listen to the full podcast . Access our whole Care Exchange series here.
Read more about this service .
Care provider: Royal British Legion Nursing 微微草视频
Date published: March 2023
Support plans and training to meet non-binary needs
People were involved in development of their support. For example, one person identified as non-binary and had experience of having a positive behaviour plan (PBS) but had never been asked to have input. The person was supported to see what they wanted to take ownership of. This ensured that staff understood the correct preferences and pronouns of the individual. They were encouraged to say what was important to them and how they wished to be identified, not only through gender but also through characteristics and presentations.
The person recognised the efforts that staff were going to in ensuring they did not refer to the individual using the wrong pronouns.
Prior to the bespoke training of the person's positive behaviour support plan to staff, the registered manager spoke to the person to ensure they were aware of what the team was being trained in and they were asked for their input. It was at this point that the individual was really able to open up about what certain behaviours meant and what they may be trying to communicate.
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Care provider: Kingdom Youth Services
Date published: March 2023
Person-centred care approaches and training
Lee Mount Care 微微草视频 do not take a blanket approach to everyone and finding out as much as you can about each person - about what makes them who they are. That includes their history, their interests, their beliefs. From knowing that information, you can tailor the support that you offer them.
They provide some practical examples about what they do and how they build up staff capacity through associated training and support. Read the full blog here.
Care provider: Lee Mount Care 微微草视频
Date published: March 2023
Meal time choice
The service kept routines to a minimum. People chose when and how to have support. For example, when they needed personal care and where they wanted to have their meals. Staff knew people's preferences and respected their choices. On the day of the inspection, the 微微草视频 saw people having lunch at the time of their choosing. They were served food in a timely, non-rushed manner, whatever time they chose to come for meals. The atmosphere was very relaxed and allowed meaningful interactions between people and staff.
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Care provider: Byron House Care 微微草视频
Date published: January 2023
Meaningful Care Matters (MCM) Butterfly model for person-centred dementia care
The home had adopted the 'Meaningful Care Matters (MCM) Butterfly' model approach to care, which encompasses a 'feelings-based' approach to people living with dementia.
This approach has a focus on dignity, choice, and positive behaviour support. The home had recently achieved the MCM level 1 accreditation which is the highest accolade and demonstrated exceptional person-centred dementia care. The registered manager credited this to the ambitious dementia care manager who had championed the cause and led the team through this achievement.
The project was aimed at promoting a respectful, loving, family environment so as to further improve the lived experience for people in the home as well as those living with dementia at all stages of their journey. During the inspection it was very clear to see this aim had been achieved. All staff had attended the butterfly model training and found in invaluable.
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Care provider: The Royal Star & Garter 微微草视频 - High Wycombe
Date published: January 2023
Video support plans
The provider had been so impressed with the innovative creation of video support plans they were now rolling this practice out across the other homes they operate. Staff sought advice and feedback from everyone involved in people's care.
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Care provider: Grizedale
Date published: January 2023
Specialist professional support to develop the support plan
One autistic person had spent many years in assessment units and had not been to their parents' house for more than a decade. The provider worked with specialist professionals to develop an extremely detailed support plan that ensured staff supported the person in a consistent way at all times.
The slightest deviation from a consistent approach would unsettle the person and lead to a failure of the plan to reduce their daily supervision. The person was able to reduce their support from five people at once, to two support staff due to this carefully delivered plan, which gave them more privacy and independence.
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Care provider: Avenues South East
Date published: November 2022
Holistic approach to care planning in respite care
In this from the Care Exchange podcast, Becky Coles talks about their approach to assessing needs, as well as developing and reviewing care plans to deliver person-centred care within a respite service.
You can listen to the full podcast . Access our whole Care Exchange series here.
Read more about this service .
Care provider: Away Day Care
Date published: February 2022
Drawing on expertise but leading by the people they support
All support was developed with people, relatives, staff, therapists, medical and legal professionals involved. Staff encouraged people to take the lead role in developing a plan of personalised support which met their individual needs and aspirations. Staff valued and listened to people's opinions.
Support plans explained the strategies and care required to consistently achieve positive outcomes and meet people's goals. These were regularly revisited and reviewed. People had been empowered to take control of making arrangements and were given the autonomy and independence to try new experiences.
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Care provider: J S Parker Limited North East
Date published: February 2020
Finding the most comfortable way to involve somebody
The service had noted that some people didn’t engage in reviews. Staff worked with those people to ensure they were totally person-centred.
For one person who didn’t engage, they worked together with staff to prepare for the meeting; they decided where they wanted to have the meeting and the food they’d like to make for it. On the day of the meeting, they saw that the person was engaging as first but then displayed some unhappy gestures.
The staff and relative responded to the person wanting them to come to their own room. The review continued on the floor of the person's room and they were engaged and signing the whole way through. This was a much more positive experience.
Relatives stated that: "We were all down on the floor writing on bits of paper. It makes you think, it involves them totally. They had to write things down too, it’s really interactive, I feel so positive about it."
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Care provider: SENSE - 89 Hastings Avenue
Date published: April 2019
Extra person-centred support for new residents
When people moved in, an extra member of staff was on duty to help them and their family settle in. This included working one-to-one with them, remaining with them to show them around the building and support them and their family with the admission process. Staff collected information by talking with the person and their family.
A more in-depth care plan was developed as they settled into the home. Care plans in relation to health and personal care were 'live' on the computer system and therefore up-to-date and relevant. As changes occurred such as a GP giving new advice, the staff team would be given guidance using the in-house computer messaging service instantly and the care plan would be amended that day.
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Care provider: Wisteria House Dementia Care Ltd
Date published: January 2019
Establishing a process for tailored support
We created a system called MyPlan. This allows us to tailor support to each individual and adjust it according to their needs. This process begins when we receive a referral, at which point we meet with the individual and get to know them to understand what they like and their support needs.
We can then develop their support and where applicable, tenancy, around them. We then create a plan for the person, outlining their support, activities they’d like to do and goals they’d like to achieve. Their plan is reviewed and adjusted on an ongoing basis to ensure we’re consistently supporting people in a way that suits them, while supporting them to do the things they want.
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Care provider: Avenues
Date published: April 2018
Pursuing personal objectives through care planning
There were care planning strategies providing detailed guidance for staff on how to steer people towards personal objectives. For example, a person living with a dementia-related illness was at risk of social isolation and there were clear strategies for staff to guide the person towards integration and a more fulfilling life.
Care provider: Anonymous
Date published: April 2018
Introducing software to improve care planning
We’re preparing for the introduction of person centred planning software (PCS) for care plans, following its successful implementation at other Belong villages. This has been shown to enable us to be more responsive to the needs and wishes of the people we support, with information being shared instantly but securely. Evidence and information relating to people’s records is more easily accessible, facilitating a timely response in all areas of their support.
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Care provider: Belong
Date published: April 2018
Updating care plan notes electronically
People’s confidential personal information was always securely protected. Mobile phone technology was used to record care notes. This included call arrival and departure times, care or support provided, and any problems or issues the care coordinators needed to be aware of.
Care provider: Anonymous
Date published: April 2018
Incorporating healthcare guidance into care planning
Where healthcare professionals provided advice about people’s care, this was incorporated into people’s care plans and risk assessments.
One person had been seen by the speech and language therapist and a pureed diet had been recommended. Within the persons care file there was clear guidance to staff on how to manage nutrition and actions to take if food was declined or the person experienced choking.
Care provider: Anonymous
Date published: April 2018
Scheduling care planning appointments electronically
The electronic care plan had a calendar that listed the person’s upcoming healthcare appointments, as well as care plan review dates, medication reviews, their birthday and the birthdays of others special to them.
This was automatically populated by information put into the care plan in other areas. This was a useful tool to help staff ensure they didn’t miss important appointments, and reviews of care plans and risk assessments weren’t missed. There was a reminder which stayed ‘live’ until the task was actioned, so the task couldn’t be ignored.
Care provider: Anonymous
Date published: April 2018
Helping people achieve objectives and wishes
The registered manager promoted a scheme called '3 wishes' where people who needed care and support were asked what three things they’d like to achieve during the year. For example, one person had wished they could see Elvis, so the registered manager ensured an Elvis impersonator performed at the service. Photographs had been produced following the event and shared with people using the service to celebrate the event.
Care provider: Anonymous
Date published: April 2018
Involving people in decisions about menus
People were fully involved in decisions about meals served. There was a food forum which enabled people to be part of menu planning. When any changes to the menu were planned, a group of people met with the main chef to discuss this. One person said: “We go through every meal choice and say whether we want it or not. When the menus have been running a while, we ask people what they like and don’t like and then meet again to make changes if needed.”
Care provider: Anonymous
Date published: April 2018
Helping people understand their care
The service uses various practical ways to help people with learning disabilities and sensory deprivation to understand the care they need. For example, to help people prepare for medication, care workers roll an empty tablet jar in their hands, before each meal a scented candle is lit and before waking people up, fresh coffee is brewed and the aroma can be smelt around the home.
Care provider: Anonymous
Date published: April 2018
Helping people assess pain
The provider used the Abbey Pain Scale for people living with dementia or for people with communication difficulties. The pain scale is an instrument designed to assist in the assessment of pain in people who are unable to clearly articulate their needs. It enables the care worker to observe changes in facial expression, behavioural changes and psychological changes. By building pain assessment into existing care plans, it helps staff to recognise when pain occurs. For people who experienced pain, their needs could be met in a proactive way and ensured as far as possible that pain and discomfort were reduced to increase their wellbeing.
Care provider: Anonymous
Date published: April 2018