Chacombe Park

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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 consistently treated with kindness and respect. Staff knew people well, were attentive to their needs, and supported them with dignity and compassion. People and relatives gave positive feedback about the staff and said they felt valued and cared for. The atmosphere in the home was calm, inclusive and welcoming, and staff promoted people’s wellbeing and quality of life.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff were observed knocking before entering rooms and maintaining privacy and dignity during personal care. Relatives told us, “All the staff are loving and make Mum welcome and literally anything I ask them to do they have done.” Staff knew people well and delivered person-centred care which promoted their wellbeing and quality of life. They spoke about residents with warmth and respect and took time to engage with them in a friendly, supportive manner. People were encouraged to express themselves, and staff supported them patiently, which helped build trusting relationships. Where concerns about inconsistent presentation, such as clothing or grooming, were identified, these were addressed quickly by the provider to maintain people’s dignity.

The provider treated people as individuals and made sure their care met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics. People’s care plans and risk assessments included information about their life experiences, preferences and how they wished to be cared for. Staff knew residents well, including their hobbies, routines and personal choices, and relatives confirmed that staff adapted care accordingly. We observed staff being patient, kind and communicating in a respectful way, which helped people feel valued and understood. Staff demonstrated they understood people’s needs and supported them in ways that maintained their independence and comfort. One person told us, “Most of my life I have woken up at 5 o’clock but I have only just realized that I can stay in bed for as long as I like now.”

The provider promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing. Staff encouraged people to do as much as they could for themselves, such as taking part in their own personal care or making everyday choices about meals, clothing and activities. Care plans showed a balance between keeping people safe and enabling them to remain as independent as possible. Staff described encouraging independence during care tasks, offering prompts and reassurance rather than taking over. Relatives said staff supported people to make decisions in ways that suited them and respected their choices. We observed staff offering people options and listening patiently to their preferences, which promoted dignity and control in day-to-day life.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted quickly to minimise any discomfort, concern or distress. We observed call bell responses during the inspection and noted they were answered promptly. Staff understood people’s individual needs and wishes, which was reflected in the delivery of care. They knew people well and responded appropriately, regularly checking on those who could not always ask for help.

Relatives also confirmed staff responded quickly when help was needed. However, one relative told us, “She pressed the buzzer, after waiting ten minutes I decided to take her,” but this was raised with the provider and acted upon to prevent recurrence. Staff described how they prioritised urgent needs, such as supporting someone who was unwell, while ensuring routine care was still delivered. Relatives said staff listened to their concerns and took action, which gave them confidence their needs would always be met.

The provider cared about and promoted the wellbeing of their staff, supporting them to deliver person-centred care. Staff told us they felt valued and described the team as “like a family.” They said managers were approachable and provided guidance when needed, and they felt confident to raise concerns knowing they would be listened to.

Staff had access to regular supervision and team meetings, which gave them opportunities to reflect on their practice, receive feedback and contribute ideas. Training and refresher courses were available to develop skills, including dementia care, end-of-life care and moving and handling. Staff also said they could access flexible shifts when needed, for example to support childcare, and there was a range of services and support available to help them manage their wellbeing. The positive team culture enabled staff to work collaboratively and maintain a focus on people’s wellbeing and quality of life.