Chalkhill Road

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 service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question requires improvement. At this inspection, the rating has 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People spoke positively about the care and support provided by staff working at the care home. A person said, “Staff are courteous, friendly and supportive.” An external community care professional added, “Staff here are very good, they do really care for people and try to do their best to improve people’s lives.” People looked at ease and comfortable in the presence of staff. Staff interaction with people was characterised by warmth and kindness. We observed staff frequently sit and chat with people relaxing in the communal areas. People spoke positively about the care and support they received. Comments included, “Staff treat me well” and “I am happy and content living here.”

The service 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 received care and support from staff according to their individually assessed needs and wishes. People and relatives told us staff treated their family members as individuals and understood what their personal care needs, preferences and daily routines were. Care plans were personalised and contained detailed information about people’s strengths, likes and dislikes, and how they preferred staff to meet their personal care and support needs and wishes. A person said, “I am very happy here, staff are supportive and give you motivation to do stuff.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People who used the service told us that they had been supported to gain more independent living skills. A person said, “I’ve learnt how to cook since I’ve been here. We share the cleaning; everyone knows their role.” Another person said, “I do cleaning, cooking, and staff help me with the chores I need? to do.” People’s care plans contained detailed information around the support people required to gain more independent living skills. These had been discussed and agreed by people who used the service.

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. Staff demonstrated good awareness of peoples personal, health and social care conditions and how to respond to meet people’s immediate needs and prevent them becoming distressed or unwell, emotionally and physically. A person said, “[Staff name] helps me with my emotions.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. Staff told us the managers helped them to feel happy and safe at work. A member of staff said, “[Name] and deputy manager are very supportive, I enjoy working here.”