The examples below provide insight into how other Good or Outstanding rated services are succeeding in this area of inspection.
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Creating a film club shaped by people's feedback
People received outstanding, person-centred support through a co-produced film club developed directly from their feedback and preferences. The management team created a meaningful and accessible social opportunity where people could choose the films they watched, maintain control over the experience and spend time with friends in a relaxed environment. People, relatives and staff described how the film club strengthened friendships, reduced social isolation and encouraged people to make their own decisions about how they spent their time. This simple but highly personalised initiative improved people's confidence, wellbeing and sense of belonging while ensuring the activity was shaped by what mattered most to the people using the service.
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Care provider: Creative Support - Teesside Services
Date published: July 2026
Delivering specialist care for complex needs
People with highly complex needs received exceptionally personalised care from staff who had completed bespoke training tailored to each individual's requirements. This included specialist skills in areas such as percutaneous endoscopic gastrostomy (PEG) feeding, spinal cord injury care and bowel management. The provider worked closely with people, their relatives and a wide range of healthcare professionals to ensure treatment decisions reflected each person's wishes, while advocating on their behalf whenever needed. This proactive, person-led approach enabled people to avoid unnecessary health crises, maintain greater stability and continue living with dignity, comfort and control despite the complexity of their conditions.
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Care provider: Baxters 微微草视频care
Date published: June 2026
Working collaboratively to improve care
The service was recognised for its strong commitment to person-centred care, staff support and continuous improvement. A recent review by commissioners described it as “a well-established and resident-focused home with a strong emphasis on staff support, person-centred care and continuous improvement.” Healthcare professionals also praised the service's collaborative approach, highlighting that staff were approachable, receptive to advice and genuinely committed to supporting people as individuals. Recommendations were carefully considered, with staff actively engaging in discussions about care planning, symptom management and escalation decisions. Their willingness to adapt practice in response to professional feedback demonstrated a culture of partnership working and continuous learning that helped improve outcomes for people.
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Care provider: Hendra House Residential 微微草视频
Date published: June 2026
Using Positive Behaviour Support to promote wellbeing
The service used highly personalised Positive Behaviour Support (PBS) plans to help people receive consistent, proactive and respectful support. Plans were developed collaboratively with input from the wider care team and clearly identified each person's individual triggers, early warning signs and preferred de-escalation strategies. Staff demonstrated an excellent understanding of the people they supported and confidently adapted their approach as needs changed. By recognising and responding to potential triggers early, staff were able to reduce distress, avoid unnecessary restrictive practices and promote people's wellbeing, choice and autonomy. This person-centred approach ensured behavioural support was tailored to the individual and focused on achieving positive outcomes.
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Care provider: Carlton House
Date published: June 2026
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.
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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.
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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