Chater Lodge

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

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. People told us staff were kind and compassionate and upheld people’s dignity. Comments included, “I’m well looked after. The staff are very good, friendly and they have a laugh with me” and “The staff are wonderful, I think there’s enough and they’re trained well”. A relative told us, “Staff are very caring and attentive. I wait outside the room sometimes while they are helping [Name]; they don’t know I am there. They are always very patient and caring. I have no concerns.” We observed caring and respectful interactions between people and staff, with staff taking care to maintain people’s dignity.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us they felt treated as individuals, and felt staff took time to help them settle and understand their personal preferences when they were first admitted to the service. Care plans provided information to support personalised care, for example details of key life events and personal history, abilities and likes and dislikes. Further development of care plans was required to include the impact of how people presented with their health conditions, their abilities and specific routines that were important to them. The registered manager told us they would undertake a review of care plans following our assessment visit to ensure this information was recorded.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported them to be independent and respected their choices. Comments included, “I can do all my own washing and dressing, and staff know and respect this” and “I need help with washing and dressing, I choose what I’m going to wear and what I’m going to do each day.” We saw people wearing suitable clothing and were encouraged and supported by staff to be well presented. We observed kind interactions where staff took their time to promote people's independence, choice and control.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We saw staff were attentive to people during our site visit and people did not have to wait long for support. Staff identified when people were becoming anxious and intervened to provide them with reassurance and distraction where necessary.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Processes were in place to provide support to staff and foster their development within their roles. Staff told us they felt supported, and their wellbeing was promoted. Staff comments included, “The management team work brilliantly together to support staff and the home. They have an open door and are always there for us personally too” and “[Registered] manager is always great with us; the door is open, and they know people well. You can take anything to them, and it always gets dealt with.