Celebrating an excellent CIW inspection

We’re thrilled to share some brilliant news – our supported living service in Cwm Taf has been rated excellent in all areas following a recent inspection by Care Inspectorate Wales (CIW)! 

That means CIW saw excellence in wellbeing, care and support, and leadership and management – a huge achievement and something we’re all really proud of. It reflects the commitment, care, and kindness of our team members, who all support people to live good lives.

During the inspection, CIW visited several homes, chatted with the people we support, families team members, and managers, and got to see support in action. They looked at how we work together and how we make sure support is shaped around each person.

The inspectors said: “People are supported to achieve their wellbeing outcomes by a service which adopts excellent approaches to enhance their lives.” 

In other words, they saw how people are listened to, treated with respect and kindness, and supported to build on their strengths. Inspectors were especially impressed by the strong, trusting relationships between the people we support and the team members who work alongside them. 

One person who lives in Cwm Taf told the inspectors: “The staff are good as gold, I get on with all of them.” 

CIW also highlighted how much choice and independence people have in their lives. They saw people taking part in activities that matter to them – whether that’s building friendships, being part of their community, or going on holidays they’ve chosen themselves. One person was particularly excited about an upcoming trip to Tenerife!

The inspectors said: “People have enriching experiences delivered in creative ways. The service works with other organisations and community groups to create opportunities for people using the service. We saw people are supported to access a diverse range of activities including daily living skills, supported employment, educational opportunities and leisure pursuits”.

We loved that they picked up on this – because supporting people to do what they want, in a way that works for them, is at the centre of everything we do. Our person-centred approach means that people have real choice, voice and control in their lives, including who supports them. People we support help shape the recruitment process from start to finish – writing their own job adverts, sharing what’s important to them, joining interview panels, and even giving the good news when someone has been successful. It’s one of the many ways we make sure support feels right – and it leads to brilliant outcomes, with people growing in confidence, building their independence, and living life their way.

Inspectors also saw the difference that positive risk-taking can make. One person had recently gained enough confidence to reduce their support from two team members to just one – a great example of how personalised support helps people grow and take more control over their lives.

They recognised how committed we are to listening and learning, too. They saw how we gather feedback through regular conversations and surveys, and how we use that feedback to keep improving. One example they mentioned was our newsletters, which share what people have told us and what we’re doing in response. Our Better Together events also stood out as a positive. The inspector commented: ““People, staff and others such as family and volunteers get together to celebrate what the service does well and to share ideas.”

None of this would be possible without our incredible team members in Cwm Taf. The inspectors were full of praise for how the team works together, and how strong their relationships are with the people they support. They said: “Staff hold people in high regard and treat them with kindness and empathy.”

The inspectors also recognised how skilled and capable the team is – highlighting how well team members are trained, supported and recognised by each other, and by management.

One team member told the inspectors: “The managers are brilliant, they’re all very supportive.” 

Finally, the report praised the leadership and culture across the service. Our Responsible Individual, Nichola Jones, was described as a ‘visible presence’ with ‘very good oversight of service provision’. CIW saw a service that is always learning and improving, one that is committed to high standards, and most importantly, puts people first.