Cholwell House Nursing Home

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 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.

Care plans included information about what was important to the person. One staff member confirmed they were familiar with people’s care plans and their awareness about the person in their care plan. Relatives said staff knew their relative well. One relative said, “They are definitely getting to know him, he has been telling staff stories about his past.” Another relative said, “they know her well and know her likes and dislikes.” .

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.

Care plans included information about what was important to the person. One staff member confirmed they were familiar with people’s care plans and their awareness about the person in their care plan. Relatives said staff knew their relative well. One relative said, “They are definitely getting to know him, he has been telling staff stories about his past.” Another relative said, “they know her well and know her likes and dislikes.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans we looked at informed staff how to support people to maintain their independence where able. For example, when people were able to move around the building, the level of support needed was documented. When people could walk by themselves, staff were advised to remind some people to use their walking aid. One staff member explained how they had encouraged a person to maintain their independence, “One lady decided to put her nightdress on at 2:30pm. It was inside out but it was the first time she had dressed herself for a while…”

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.

We observed people’s needs were met in a timely way during the onsite visit.

Processes were in place to monitor call bells and action was taken where issues were identified. For example, leaders found one person was using the call bell frequently in the evening and, following a discussion with the person identified they did this in order to gain company from staff, so the provider worked with the person to move into a different room so they could access the communal area more easily and spend more time with other people.

The provider always cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All the staff we spoke with told us they felt supported by the provider.

One staff member said, “The provider does employee of the month. We get a certificate if we get good feedback. I've just passed my probation, and they gave me a pay rise. They're very generous.” Leaders said how they support overseas staff to settle in, for example, supporting staff to find homes to live in and learn to drive. Supervision records showed how staff were offered opportunities for development and one member of staff we spoke with confirmed they had completed additional training to support their role. Leaders said they had trained some staff to become mental health first aiders to offer support to staff experiencing mental health challenges and promote mental wellbeing in the workplace.