The Churchley Rest Home Limited

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 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. The care we observed during our visit was person centred, warm and all staff engaged well with people and their relatives. One relative told us, “They are very caring. The registered manager is easy to talk to.” Another relative told us, “I can’t fault the staff, they know [my relative] well, they do all they can.”

The provider 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. Staff knew people well and what was important to them. Staff were observed coming to people’s rooms to let them know certain activities were starting which they usually liked to take part in. People’s rooms were personalised in the way they chose. One relative told us, “The registered manager is very caring and efficient. She loves him. They are kind and caring and give personal care to her. There is a nice atmosphere in the home.” Another resident told us, “The staff have good interaction with the residents.” A staff member told us, “Everyone is different, and we respect that, we try to treat people as individuals.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed staff offering people choices and supporting them to leave if they wanted to go out independently for a walk. The registered manager told us, “My example is the independent residents that are doing what they want to. Ask them what support they want, identify their trends and likes and preferences. To do things the way they like and when they come through the door, they should live their lives how they want to.” A staff member told us, “You encourage people to dress themselves and choose their outfits, it’s about their choices really.” One relative told us, “I can visit when I want. I try to avoid mealtimes, and I usually check before I come.” Another relative told us, “They do encourage [my relative] to do things for herself, she doesn’t join in much, but they always encourage her.”

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 were observed throughout the day being attentive to people’s needs. For example, staff were supporting people to get up from chairs with their walking aids and supporting people to get to the bathroom. One relative told us, “She can sit in the garden. She has a call bell round her neck and also in her room. I think there are enough staff but honestly, I think that if there were more residents pressing their call bells then they would struggle to cope.” Another relative told us, “They are always on hand, there’s never a time when there are no staff around.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they were well supported by the management team and felt that the management team were approachable and that they could talk to them if they ever had any issues. Staff told us how the management team were inclusive, how they enjoyed working at Churchley and how the management team had gone above and beyond to meet their needs both professionally and on a personal level. For example, they provided guidance and assistance to help staff overcome personal challenges. One staff member told us, “I feel supported, I can talk to registered manager when I want, they are a good manager.” Another staff member told us, "Any issues we would just tell the registered manager We all work together, we know each other, and we discuss as we go along."