Care and Support Service - Monica Wills House

At this assessment we rated the service outstanding overall.

People, relatives and professionals were consistently positive about the quality of care. People told us they felt safe, respected and able to make choices about their lives and support. Staff knew people well and delivered highly personalised care that promoted dignity, independence and wellbeing. People described Monica Wills House as their home and were encouraged to maintain relationships, pursue interests and remain active members of their community. One person told us, “Coming here has been the beginning of a different life rather than the end of it. With the support given, I can be myself. It's certainly a new lease of life.”

The provider worked closely with healthcare professionals, commissioners and community organisations to achieve positive outcomes for people. Staff responded promptly to changing needs and coordinated care effectively with GPs, therapists and specialist services. Robust systems supported safe care, including effective medicines management, safeguarding processes, infection prevention measures and regular risk reviews.

Leadership was a significant strength. Staff described leaders as visible, approachable and supportive, and the provider’s values were consistently reflected in practice. Staff wellbeing was prioritised through recognition schemes, development opportunities and personalised support, contributing to high morale, retention and a positive culture.

The provider demonstrated an exceptional commitment to innovation, co-production and continuous improvement. People were genuine partners in shaping the service, contributing to decision-making, co-designing accessible information and leading projects based on their strengths and interests. Innovative approaches, including advanced health-monitoring technology and resident-led initiatives, enhanced independence, wellbeing and quality of life. Strong partnerships with local schools, churches and community organisations created meaningful opportunities for people to remain active, valued and connected members of their community, promoting inclusion, purpose and belonging.

Overall, Monica Wills House provided safe, effective, caring and responsive support within a highly inclusive and well-led service. People experienced outstandingly personalised care, strong community connections and opportunities to live meaningful, fulfilling and enriched lives.