Charlton Grange Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. However, we found that some care plans lacked detail and person-centredness. While this had no negative impact on the care and support provided, it could lead to inconsistencies in their care approach when supporting this person. For example, there was a lack of guidance for staff on how they should respond to one person who displayed behaviours which challenged them and on another care plan, the information was basic and appeared to be a template which was not personalised to the individual. The provider submitted a service improvement plan shortly after the assessment on which was an action related to care plan improvements, to better

reflect people’s individual preferences, needs, and goals. We were reassured to see confirmation that this action was completed. People told us they were supported to do things which were important to them and said, “Activities are aimed at everybody, the activity lady is very good” and “It is possible to go out and about to things, I use the council community bus to go places.” We observed there was a high level of staff engagement with people during activities, and they ensured everyone who wished to engage with the activity was supported to do so. We observed that staff work together as team, they are familiar with residents’ needs thus able to attend to them promptly.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People were supported to maintain their independence and make their wishes known. They were supported to spend time doing activities of their choosing, this included social and religious interests. The management team recently purchased a vehicle which was used to help people access the community.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. If information was required to be provided in an alternative format this would be available upon request.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. A family member said, “Staff will ask about our traditions, they want to know and learn about them, for Christmas they put their whole hearts into it.” People were aware that if they wished to complain they could speak to the staff or the interim manager. One person told us, “If I had any complaints, I would speak to [interim manager], but I have nothing complain about.” We saw the provider responded to complaints in a timely manner, in accordance with their complaints policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. External health and social care professionals told us the provider made sure their clients could access the care and support when they needed it.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People had their human rights and diversity respected and were treated with compassion by staff. Care plans contained detailed information about people’s spiritual and cultural needs. This helped staff understood people’s specific cultural heritage and spiritual needs and wishes and knew how to protect them from discriminatory behaviours and practices. For example, staff told us they respected and supported a person to observe their daily prayers and ensured this was ‘live-streamed’ to their bedroom and their cultural food preferences were provided at all times.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. If people wished, they were supported to complete a Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) plan. This plan includes a person’s wishes for their clinical care in emergency situations, where the person would not be able to make decisions or express their wishes. The person also had an opportunity to express whether they wished to have cardiopulmonary resuscitation at that time.