Residents consistently described positive experiences when staff were kind, respectful and compassionate. People valued being listened to, treated with dignity and involved in decisions about their care.
Clear communication was identified as particularly important, with residents appreciating explanations they could understand and opportunities to ask questions.
Participants also highlighted the importance of timely support, efficient services and helpful signposting. Many valued staff who helped them navigate complex systems and ensured they could access the right support without unnecessary delays. Inclusive services that responded to cultural, language and accessibility needs were also seen as essential.”
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