Charnley House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We observed several interactions between staff and people living at the home which didn’t always preserve people’s dignity. People living at the home and their families spoke positively about the care provided at the home. People looked clean and well presented.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People living at the home spoke positively about the care provided at the home. One person said, “Its lovely here I can't speak highly enough of the home.” Another person said, “Its alright here they are very nice people and are trying their very best to look after us well.” A third person added, “Its very good, absolutely fantastic. The staff look after me very well.”

Relatives spoken with also said they were very happy with the care their family members received. One relative said, “I come in 3 times per week and people are very well looked after, everything is fine. The staff are very accommodating and communicate very well with me if (person) is unwell or anything like that. Its peace of mind for me that (person) is here.”

Everybody we spoke with consistently said staff were kind and caring towards people. One relative said, “The staff are lovely and cannot do enough for people.” A person living at the home added, “They look after me very well in here very much so.”

Staff were able to describe how they aimed to treat people with dignity, compassion and in a caring and respectful way.

We didn’t receive any feedback from partners in this area.

Overall, we saw people being treated with kindness and compassion by staff, although we observed several instances where people’s dignity could be compromised. This included toilet doors being left open whilst people were receiving support and catheter bags hanging from the sides of people’s beds whilst they were asleep. This was moved when we raised it with the registered manager. One person had a telephone consultation regarding their health in the middle of a busy lounge area with the sound on full volume meaning others could hear what was being discussed. Staff didn’t always explain what was happening when people were being assisted with a hoist transfer into a comfy chair.

We provided this feedback to the registered manager who said they would speak with staff.

We noted staff had completed training in dignity/respect, although recommend this is updated to promote future learning.

We saw people looked well presented and wore clean clothes. People’s hair was tidy and we saw people had clean finger nails where this was their choice. People received baths and showers, which were recorded within daily notes when this had been provided.

People told us staff treated them as individuals and were familiar with their preferences and daily routines. One person told us, “I sometimes go out with one of the carers or I have two carers who come in and take me out into town. I can buy my own clothes and other things that I need, so I am very happy here.”

Staff were able to describe how they aimed to care for people in a person centred way that was based around their care needs and preferences.

We observed staff supporting people in line with their individual needs and wishes.

Staff understood the importance of treating people as individuals with their own specific needs and wishes. For example, they knew the type of activities that different people enjoyed and also their preferences in relation to eating, drinking and clothing choices.

People said they were able to retain their independence where able. One person said, “I get myself dressed and showered. I am quite independent and I like that I like to do things for myself.” Another person told us, “I went to hospital the other night but went on my own via ambulance and came back via ambulance, I’m quite independent and like that.”

Staff knew which people living at the home were independent and could do certain aspects of their care themselves.

Throughout the assessment we saw people doing things for themselves such as eating, drinking and mobilising around the home using a zimmer frame to ensure their safety.

People’s care plans captured information about things they could do themselves to retain their independence.

People told us staff responded well if they ever had any problems or concerns regarding their health. One person said, “If I am unwell they will call my doctor. If I had any complaints, and I don't, I would be happy to speak to someone.” A relative also said, “(Person) hasn't recently been very well and their communication with me has been brilliant. (Person) is on a second lot of antibiotics and they told me they were calling the doctor before they did.”

Staff demonstrated a good awareness of people’s health and medical needs and how they would respond. We noted emergency services had been summoned in a timely way for one person who had been unwell.

During the inspection we saw staff responding to people’s needs in a timely way. There was always a staff presence in either the main lounge area, or the dining room when people were seated there.

We observed staff working well together. One member of staff said the culture is ‘Excellent’ and felt heavily supported by the registered manager following some personal issues they had experienced.

Staff told us the managers fostered a positive work environment and looked out for their wellbeing.

No concerns were raised regarding the culture at the home. Staff stated that most staff got on well together and that management were extremely friendly, approachable and supportive. Staff said they had no concerns about raising issues and felt they would be resolved.

Team and individual meetings were used to discuss how staff were feeling at work and if there was anything the provider or manager could do to support them further. Staff supervisions and appraisals also took place where any concerns could be discussed in a confidential way.