Archived: The Chestnuts

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 provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s care plans did not routinely reflect their physical and mental health needs. We found some care plans needed to be updated to reflect changes in needs. For instance, one person’s care plan referred to medicines they were no longer taking, another person’s referred to them needing more support than they did.

However, other people’s care plans had been updated to reflect changes in their needs. We found pre-admission assessments and care plans contained important information about people, including emotional and social needs and needs related to protected characteristics under The Equality Act 2010.

People and their relatives told us they were involved in developing care plans. One relative told us “We were fully involved in [person’s] care plan”.

The provider had built relationships with health and social care professionals, to provide continuity of people’s care. Feedback from community professionals confirmed staff knew people’s needs and made timely referrals to them when needed.

We observed community professionals visiting the service and staff communicated with them respectfully.

One person’s dietary needs had changed following discharge from hospital, the staff had received training on the changes to enable them to support the person safely.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We did not receive any concerns from people about how information was provided to them. Information about people was collected and shared to meet data protection legislation requirements.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People had the opportunity to attend meetings with staff. People were always asked for their feedback. At a recent meeting food was discussed and people were given the opportunity to choose menu options. Other topics discussed at meetings were activities both inside the home and decisions about outings, staffing and banging doors. It was clear people felt able to share their concerns at the meetings.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People who were unwell had access to a 24 hour clinical advice service, people who needed daily visits by community nurses received this without barriers.

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 did not experience discrimination or inequality in how their care was delivered and the support they received. There were policies to promote people’s equality and diversity needs.

Staff received training on equality, diversity and inclusion. Assessment and care planning processes took into account a wide range of needs, including those related to disability, age, gender, religion and other protected characteristics. We did not receive any concerns from people about equity in their experiences and outcomes.

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. We could see some discussions had taken place regarding people’s future and end of life wishes. Where people or their representatives had designed an advanced care plan detailing their wishes. information about where this was stored was available for staff.