23 Cecil Road

“People experienced exceptionally effective care because assessments were comprehensive, strengths-based, and centred on their individual aspirations, preferences, and goals. Staff had an in-depth understanding of each person's communication needs and consistently adapted their approach to ensure people felt listened to, valued, and fully involved in decisions about their care. Support was delivered in line with current evidence, best practice guidance, and innovative approaches, enabling people to achieve the best possible outcomes.”

“People received highly responsive care that was tailored to their changing needs and circumstances. Staff knew people exceptionally well and recognised subtle changes in their health, wellbeing, and behaviour, allowing for timely interventions that prevented concerns from escalating. People were fully involved in planning their care and understood the choices available to them, enabling them to make informed decisions about their desired outcomes. Staff adapted information and communication methods to ensure everyone could access information in a way that met their individual needs.”

“Staff worked proactively and collaboratively with healthcare professionals, families, advocates, and partner agencies to achieve positive outcomes for people. Transitions between services were carefully planned and coordinated, ensuring continuity of care and a seamless experience. People were supported to maintain healthy lifestyles, access healthcare services promptly, and receive sufficient nutrition and hydration to promote their wellbeing. Staff took time to ensure people understood their care and treatment options so they could provide informed consent. Where people lacked capacity, staff worked closely with relatives and professionals to ensure decisions were made in their best interests while respecting their rights, wishes, and preferences.”

“People and their relatives described a service that consistently responded to feedback and acted on suggestions to improve care. Feedback was actively encouraged, valued, and used as a driver for continuous improvement. People felt confident that managers listened to their views and took meaningful action when concerns or ideas were raised. Relatives spoke positively about the staff team's exceptional understanding of people's histories, preferences, routines, and aspirations, resulting in highly personalised care that reflected what mattered most to everyone.”

“Leaders and staff worked in genuine partnership to promote equality, diversity, and inclusion. They were committed to reducing health and care inequalities and used personalised approaches to help people achieve outcomes that were meaningful to them. People with protected characteristics felt respected, valued, and supported to access the same opportunities and quality of care as…”