Pool Cottage Recognised for Outstanding Well-being and Leadership

We’re delighted to share that Pool Cottage in Caldicot has received an impressive set of ratings following its latest Care Inspectorate Wales (CIW) inspection.

The service achieved Excellent ratings for both Well-being and Leadership & Management, alongside Good ratings for Care & Support and Environment. Inspectors recognised the team’s unwavering commitment to supporting people to live fulfilling lives, maintain meaningful relationships, and achieve personal goals in a way that promotes choice, independence and wellbeing.

The report highlighted a positive and empowering culture throughout the home, where people are treated with dignity and respect, supported to make decisions about their lives, and encouraged to pursue opportunities that matter most to them.

The full report is available to view via the link below, and here are some of our highlights for you to enjoy:

Well-being – Rated Excellent

• “People have excellent wellbeing because they are supported to live healthily with as much control over their daily lives as they are able.”
• “We saw people were offered extra help in daily decision making when needed and this was done with attentiveness and empathy.”
• “A relative told us how their loved one has been supported to live well and has significantly improved their physical, mental and emotional wellbeing because of the exemplary support they receive at the service.“

The team was praised for creating enriching experiences that celebrate people’s strengths and abilities. From canal boat trips and holidays to inclusive sports days and sensory experiences, opportunities are tailored to each person’s interests and preferences.

Care and Support – Rated Good

• “Skilled and competent staff help to achieve their personal outcomes through the least restrictive ways possible which ensures people’s safety, rights and liberty are protected in line with legislation.“
• “We saw support staff speaking with people in a respectful and familiar way, adapting their approach to the needs and preferences of people. People responded positively to these meaningful interactions and staff enjoy the time they spend with people.”

• “The service provider has strong, established links with local health and social care services which means people are supported to access the services they need, when they need it.”

The service was also praised for the importance it places on getting to know people and building strong relationships from the outset. Care plans were found to be strengths-based and focused on supporting people to achieve their personal outcomes in the least restrictive way possible.

Environment – Rated Good

• “The environment supports people to be as independent as possible, and risk assessments are in place when needed.”
• “We saw that part of the conservatory has been turned into a sensory and relaxation area that everyone can use and people use the kitchen as they wish, and with support if needed.”
• “We saw that the service prioritises time outdoors in the wider community, and we were shown photos of people enjoying nature in creative ways.”

Pool Cottage was recognised for providing a safe, comfortable and welcoming environment that promotes wellbeing and independence.

Inspectors found that the home reflects the personalities, preferences and needs of the people who live there, with opportunities for people to personalise their bedrooms and choose how and where they spend their time.

Leadership and Management – Rated Excellent

• “Leaders are visible, values-led and consistently prioritise people’s rights, voice and wellbeing.”
• “Leaders promote a strong, positive culture where people are treated with dignity and respect and where staff are consistently kind, attentive and responsive.”
• “Managers maintain effective oversight of mandatory and role-specific training, arrange specialist training where needed, and keep the impact on practice under review.”

This investment in colleagues has helped create a stable and committed team, with staff receiving regular support, training and development opportunities to deliver high-quality care.

Feedback from relatives reflected a high level of confidence in the service, with inspectors concluding that strong governance and quality assurance processes help drive continuous improvement and positive outcomes.

A particularly positive outcome from the inspection was that CIW identified no areas for improvement and issued no priority action notices.

These fantastic results are a reflection of the dedication, compassion and commitment shown every day by the team at Pool Cottage, who continue to empower the people they support to live happy, healthy and fulfilling lives!

Congratulations to the entire team on this well-deserved achievement!