Chilton Care Centre

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 staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff displayed affection and were kind and considerate when supporting people.

Observations showed staff responded to people’s needs with care and compassion. Call bells were answered in a timely way and when people requested support, staff responded in a way which reflected their needs and preferences.

Care was provided in a dignified with. Staff were knowledgeable of the people they were supporting and the best approach to use to achieve a positive outcome. A relative told us, “Staff are kind and caring. I have no complaints. They treat [person’s name] with respect and 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.

Staff recognised what was important for each person and supported them to achieve positive outcomes. For example, one person was unable to verbally communicate but staff ensured they were still able to make their own decisions and choices by recognising hand gestures used, and what they meant.

Another person enjoyed regular visits to the garden but were unable to do this safely on their own. Staff were familiar with the person and were able to recognise signs the person would display when they wished to go outside. Staff provide subtle support to enable the person to feel in full control.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to be as independent as they were able and wished to be. Staff were patient, encouraged people to take the lead and offered support only when needed. We saw staff prompting people to make their own decisions, such making meal choices at lunchtime or when they wanted to have a bath or shower. A relative told us, “They always offer choice. They know what [person’s name] likes.”

People had access to equipment that supported their independence, such as walking frames to help them move safely around the home

A new activities coordinator had been recently recruited, and they were working hard to develop and deliver activities that met people’s interests and abilities. Most recently people had enjoyed a visit from a local children’s dance club which people had enjoyed. Comments included, “They have stuff on. The staff keep me informed and the events and things are written on the notice board” and “We do all sorts, baking over Christmas, I was knitting. Icouldn’tkeep up with the demand for babyclothes.”

The registered manager was aware further improvements could be made to the provision of activities and was working hard to address this.

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.

Staff were attentive, kind and consistently met people’s needs. We observed staff responding to people’s immediate needs and using their knowledge of people to de-escalate and redirect people in a dignified way.

People told us they felt well supported. One person said, “Staff treat me well. I use the buzzer if I want anything and they come straight away.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The service demonstrated a caring culture for both people and staff. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. An employee assist program was also available to all staff if they needed it, as well as an out of hour on call service. Staff used this to seek support and guidance at times when there was no management in the home, such as during the night.

Sufficient staffing ensured staff on duty could take regular, required breaks. Staff had access to areas of the home where they could enjoy their breaks uninterrupted.