Chalkhill Road

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 service met people’s needs. At our last inspection we rated this key question requires improvement. At this inspection, the rating has changed to 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.

We found that in some cases, care plans lacked some information. While this had no negative impact on the care and support provided the lack of detail around how to respond to behaviours of one person using the service might lead to inconsistencies in the care approach by staff when supporting this person. We raised this with the registered manager who advised us that this might had happened during the transfer to a new digital care planning system and provided assurance that this would be updated moving forward. We were reassured with this response. The service made sure people were at the centre of their care and treatment choices. People decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans contained personalised information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their care needs and wishes. Relatives told us staff treated their family members as individuals and care staff were familiar with their needs, preferences and daily routines. A relative said, “I believe the staff work well with my relative they support him with his daily needs in terms of personal hygiene and encourage him to change his clothes. They support him with financial support to manage his money which he is happy with.” Staff demonstrated good awareness of people’s individual support needs and preferences.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Relatives told us staff were familiar with the diverse health and personal care needs, preferences and daily routines of their family members.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us that all people were communicating well in English as their first language. He said that if information was required to be provided in an alternative format this can be done as and when needed.

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. People were aware that if they wished to complain they could speak to the staff or the registered manager. A person said, “I know how to make a complaint, but I’ve never needed to, if something is wrong, I speak to the staff, and they sort it out.” A complaints and whistleblowing poster was on display and there was a complaints policy in place too. The registered manager confirmed that no formal complaints had been received. The service had a complaints and concerns log which showed that all concerns and complaints had been investigated, resolved and lessons had been learned.

The provider made sure that people could access the care, support and treatment when they needed it. External health and social care professionals told us the provider made sure their clients could access the care and support 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 that the respected and supported a Muslim person to observe their daily prayers and ensured that Halal food was provided.

The service usually does not provide end of live care. However, recently a person required end of live support. The service actively sought guidance and support from the palliative care team and worked closely with the local hospice care team This ensured that the person was able to stay at the home for as long as possible, which was the persons wish. The relatives praised the support the service for the support, compassion and care they provided to make the last days of the person as comfortable as possible. A relative said, “I cannot thank Chalkhill Road staff enough for the care they provided and could not think of anything more perfect to the ending of his time with them.”