Chiron Care (UK) Limited

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• 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.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 they were supported with their medicines. A person told us were very well supported by the service and they could “increase or decrease their care and requirements as needed” and “the registered manager really supported [person] when [person] was both feeling well and when [person] was feeling unwell or staff noticed that [person] was going downhill.” People’s care records included information regarding their personal care. Staff told us they reviewed care documentation on a regular basis and any changes in people’s care needs would be shared promptly with the team to ensure the right support and actions were put into place and learning was shared within the team.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives and people told us the staff listened and most staff knew people well. People told us about staff, “we have got to know each other well” and “they work together well.” One person told us who their key worker was and, “I would speak to [staff] [they] sort most things for me; other staff help me out. [Staff] is my keyworker, I like [staff] who is a nice person.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We identified 1 person was provided information in a way which supported their communication 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 provider gathered feedback from people, but it was unclear from one person’s questionnaire how any issues had been followed up. A person told us they were not too sure about how to raise a complaint, but they knew there was a leaflet on their noticeboard. However, people also told us they knew how to raise a complaint and they, “feel that the registered manager has listened and dealt with any issues” and “I will speak to staff.” Relatives told us they could speak to staff and the managers if they had any concerns. Staff told us there was a complaints policy and procedure in place, if a concern was raised, they would listen to people and relatives and include them in the process, for example, letting people and relatives know what actions would be taken.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider told us people had access to an on-call system for people, family members and staff to access. People told us staff supported them when appointments needed to be made with health professionals such as the GP.

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 provider understood barriers people may face. For example, the provider told us all their supported living provisions were wheelchair accessible. In addition, if a person wished to go out using a scooter, staff would discuss routes with them. A person told us, “Yes the staff help me a lot, they help me go to places.”

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.

At the time of inspection no one was receiving end of life care. The provider had an end of life policy. The provider told us this has not yet been part of the care planning as most of the residents were young. However, the provider told us if people wanted to have a conversation, they would initially have the conversation with the person and work with the local authority. The provider told us people’s wishes would be respected however they wished to proceed with end-of-life planning.