Chester Court

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 service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating for this key question 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 service 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. Care records were detailed and provided staff with information of how people wished to be supported. This included information about people's likes and dislikes, things of importance, relationships people wished to maintain to assist with person-centred care. A relative told us, “Staff talk to [Name], and know what they like. They encourage [Name] to make choices.” Staff member’s comments included, “Everyone has their own care, it is adapted to the individual” and “Barchester values person-centred care, we provide person-centred care, as long as it is safe.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. People’s care records showed how people’s care was planned and delivered with continuity, inclusion and a holistic approach to people’s needs. This included, for example, how people were supported after admission following a hospital stay caused by a decline in health or an accident.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. A relative told us, “Staff make efforts to communicate with [Name] who has a white board.” The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We discussed ensuring the written menus and activities programmes were available in larger font and in formats to suit people. The registered manager told us this would be addressed.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. Their comments included, “If I had a concern, I would go to the manager, she would sort it out definitely” and “I did an online survey a couple of months ago.”

Staff at the service made sure that people could access the care, support and treatment they needed when they needed it. People's care records showed they had access to care, support and referrals were made for treatment when they needed it. A care professional told us, “Staff have always been helpful, answering any questions I have related to the client needs, to ensure the best outcomes.”

Equity in experiences and outcomes

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. A professional commented, “The team at Chester Court are good at advocating for their patients and will seek advice relating to symptom management or how to adjust things in order to better suit each resident.”

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. Information was available about people's religion and cultural preferences if this support was required. A relative commented, “We have planned for the future, sensitively.” A professional told us, “[Name] was recently discharged from hospital on the end-of-life pathway and staff have been proactive in sourcing assessment and equipment to promote social inclusion.”