Champions Place

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 provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained 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 changes in people’s needs.

Relatives told us their family members’ received care and support which was tailored to their individual needs. One relative said their family member had enjoyed spending time in the home’s grounds but could no longer do so due to a decline in their mobility. The relative told us the registered manager had obtained an adapted wheelchair which enable their family member to enjoy time outdoors again. The relative said, "[Registered manager] sorted that out and I was really impressed. Now I am allowed to take [family member] out into the garden. You can see she enjoys the sun on her face and listening to the birds."

Professionals told us staff understood and respected people’s individual needs. One professional said, “Staff tailor support to individual preferences and conditions. Staff understand each service user’s needs and their care plan resonates with this.” Another professional told us, “[Champions Place] provides personalised care based on individual preferences.”

The provider understood people’s diverse health and care needs, so care was joined-up, flexible and supported choice and continuity.

Relatives told us their family members received consistent support from staff who understood their needs well. One relative said, “They have had good continuity. Lots of the staff have been there a long time. I can think of at least 3 staff I knew in the early days. The manager is the same, too." Another relative told us, “We know most of the staff; we have got to know them over the years.”

A survey returned by a relative in August 2025 stated, ‘I value the fact that you have some longstanding staff who knew [family member] from her early days at Champions Place and so know her well.’

Professionals confirmed staff understood people’s individual needs, including their communication needs. One professional said, “Our 2 people are long term residents of Champions Place and staff know and understand them very well. Staff understand their preferred means of communication and ensure their basic needs are always met.”

People had access to appropriate, accurate and up-to-date information in formats that were tailored to their individual needs.

Relatives of people who found it difficult to communicate verbally told us staff understood their family members individual communication needs.

Information was available to people in accessible formats to ensure they were able to be involved in decisions about their care and support. For example, the provider information return (PIR) stated, ‘Some individuals like to have information in picture form to ensure they understand what is being discussed with them.’ The PIR confirmed that people could expect information to be tailored to their individual needs, including making reasonable adjustments where necessary. The PIR is a document providers send to CQC annually to provide information and updates on how the service is operating.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support.

Residents’ meetings were held where people were asked for their feedback and suggestions. People told us they were asked for their views about aspects of their day-to-day lives. For example, one person said, "Every now and again, [registered manager] has a meeting and asks everyone what we want to see on the menu."

People told us they felt able to share any concerns they had with staff. Everyone who lived at the home had a keyworker and some people said they would approach their keyworker if they were anxious or worried.

Relatives told us staff were receptive to ideas and suggestions they had about their family members’ care and support. One relative said, "They do take things on board." Another relative told us, “They are open to ideas if we suggest things.”

A survey returned by a relative in August 2025 stated, 'I never have any concerns about [family member's] welfare while she is at Champions Place, but I know that the staff are always happy to discuss and help with any issues or concerns that I may have.'

The provider had a complaints procedure which set out how any complaint would be managed. One relative who had previously raised a concern told us this had been taken seriously and managed appropriately.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Leaders were alert to discrimination and inequality that could disadvantage people in accessing care and support. The provider used feedback to improve access for people more likely to experience barriers or delays in accessing care. For example, the registered manager had obtained adapted equipment to enable one person to access services.

People’s care and support promoted equality, removed barriers and protected their rights. People’s experiences were listened to and acted on to improve care. The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with different protected characteristics. There are 9 protected characteristics which include, age, race, religion and disability.

People were supported to plan for important life changes, so they would have enough time to make informed decisions about their future, including at the end of their life.

People told us they were involved in developing and reviewing the support they received. They said staff listened to and acted on their views about they support they wished to receive.

Relatives told us they were consulted about their family members’ care and confirmed they had opportunities to discuss the care their family members would need towards the end of their lives.