Chislehurst Healthcare Ltd

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.

People received a service that met their care and support needs.

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.

People told us the care and support they received was personalised to suit them and their needs. They told us they had regular care staff, who knew them very well. Comments included, “The carers come at different times and on different day, all to suit [loved ones] needs and to fit around me”, and “[Loved one] is definitely improving since having carers. I received great support and they have great ideas on how to help my [loved one].

Staff recognised people as individuals and identified and supported their specific needs and wishes. Care plans were person centred and reflected people’s individual preferences, life histories and wishes. People and their relatives were involved in reviews of their care and support contributing their views and wishes. This ensured people received care and support which met their needs and reflected their preferences.

A staff member told us, “Care plans are bespoke and tailored to each person’s individual needs and preferences, and that personal approach helps clients feel truly seen and respected. I also think the warmth we bring as carers, being friendly, kind, and relaxed, helps our clients feel safe, valued, and uplifted.”

There was a proactive and positive culture of safety, openness and honesty within the service. Staff listened and responded appropriately to concerns about safety and events. Lessons were learnt to continually identify and embed good practice.

A staff member told us, “I definitely feel supported. Whether I have a question or need advice, the management team is approachable and quick to respond. There’s a real sense of encouragement. I also value how much the carers support one another, we regularly share useful updates about clients, which helps everyone deliver more consistent care.”

People were supported to make informed choices and risks were assessed and managed safely. There were systems in place to ensure accident and incidents were reported, recorded and investigated and any changes needed to improve the service were made.

A relative told us, “I have had to send out an SOS twice to Chislehurst healthcare, I just couldn’t get [loved one] up and needed assistance. They [care staff] were fantastic, and I sent them a message and they organised and sent a carer to help me.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and their representatives confirmed they had access to relevant information, including care plans which were provided in formats that met their needs.

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.

The service had effective systems and processes in place to ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. At the time of our assessment no formal complaints had been made about the service.

People and their relatives told us they knew who to contact if they had any concerns or wanted to make a complaint. Comments included, “[Registered manager] rings to check up as do others from the office. It's nice and reassuring that there is an office that is accessible”, and “I can get in touch with the office easily.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s care was reviewed on a regular basis to make sure it reflected their needs and wishes. Staff communication was good and we saw staff attended the office location on a regular basis throughout the day ensuring people’s changing needs were responded to promptly.

Staff supported people to access other health and social care services when required.

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.

The registered manager told us they actively listened to people and their families about how they liked to be supported. They commented, “We take time to truly understand each client’s values, social needs, and what makes them feel fulfilled. Each client is supported by a consistent care team to enable trust and familiarity. Care visits are never rushed and often include companionship and emotional wellbeing alongside practical tasks.”

A staff member told us, “Chislehurst Healthcare stands out for its compassionate, person-centred approach and its strong, supportive leadership. The organisation genuinely values both staff and clients, recognising and celebrating birthdays, festive seasons, and personal milestones. These thoughtful touches foster a warm and appreciative culture that boosts morale and creates a strong sense of community.”

People’s diverse needs were respected. The provider had procedures in place regarding equality and diversity and staff had received training to understand this. The registered manager told us, “Our care team reflects a wide range of ages, backgrounds, and experiences. This diversity enhances our ability to provide personalised, empathetic care.”

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.

People and their relatives had opportunities to discuss their future wishes and for information to be recorded in their care plans were chosen.

Staff did not complete specific end-of-life care training, however, the registered manager told us that when required, they worked closely with the person, their families, GPs and other palliative care professionals to ensure people’s needs and choices were met and respected.