The Chestnuts

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 as good. At this assessment the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff did not always communicate with people in a respectful and person-centred way. During observations, we saw staff move people using wheelchairs without speaking to them or explaining what was happening. On another occasion, a staff member adjusted a person’s clothing without communicating with them beforehand. This did not respect people’s individual communication needs or consistently uphold their dignity. Leaders acknowledged the concerns and took action in response. They discussed the observations with staff during a team briefing and asked staff to complete further training on dignity and respect. Leaders also planned to reinforce expectations at scheduled team meetings and monitor practice to ensure staff communicated with people consistently and respectfully.

However, many interactions were kind and caring, where staff offered people choices, responded appropriately when people sought reassurance and supported people to participate in activities they enjoyed. Staff knew people well and understood their needs, preferences and communication methods. Care plans contained detailed guidance about providing support in ways that maintained people’s dignity and wellbeing.

Relatives told us staff used people’s known communication methods, offered choices using objects or gestures and generally explained care before providing support.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.