Charlton Grange Care Home

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question Good. At this assessment the rating has remained/changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Language used both towards people and in their care records was appropriate and respectful. People and their relatives spoke positively about the support they received. We were told, “I would recommend it 100%, there’s a warm friendly atmosphere, all the staff speak to me, including the cleaner. They know how I like to take my tea,” and “These carers do everything in a kindly manner, they are in a league of their own.” We observed how staff protected people’s dignity and made sure they were appropriately clothed in public spaces and ensured personal care was given in the privacy of people’s own bedrooms. Staff told us, “When we are hoisting people, we must make sure they are properly dressed or covered and make sure doors are closed. Protecting a person’s dignity is really important, it is the human and caring thing to do.”

The provider and staff at Charlton Grange treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us, “Communication is pretty good, they let me know things, and communicate with me like an adult,” and “I can talk to the Nurses and [interim manager], I can turn to any of the carers, they are all very good, they would listen to me.” A member of staff told us, “Each resident is different and therefore I respect their individuality. I do this by finding out their individual needs, likes, dislikes.” Staff showed care and affection towards people and we saw staff were attentive to people’s needs and responded to their requests for support in a timely manner. We saw staff sitting chatting with people throughout the day.

People told us they were involved with decisions about their care, such as what time they wished to go to bed and get up in the morning and said, “Staff always give me a choice in what to eat, what to wear and what I’d like to do.” A family member told us, “[Person] does not like the dining room and is given the choice to sit by the Nurses’ station having dinner in the comfy armchair there.” Staff understood people’s individual needs well and how they wished to be supported day to day and said, “We do our best to make people feel comfortable. We follow what their choice is and their taste in music. We will ask first and then we play music if that is what they choose.” Staff gave people choices around their meals and how they wished to spend their time. People told us, “The food is very good, I can ask for more or if staff think we need more they give it,” and “We get plenty of choice in everything here, activities, food, even which staff we prefer to help us wash.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. One person told us, “I would give the staff 10 out of 10, they may not be able to do something immediately, but they do act quickly and cheerfully.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. All staff we spoke with found the management team to be approachable, listened to what they had to say, and acted where improvements or suggestions were made. There was an open-door policy in the office and staff could access the office at any time to speak to management.