Chiltern Support and Housing

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 80 (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 treated colleagues from other organisations with kindness and respect. Our observations identified people received support from staff who knew them well. People told us, “staff were friendly” and “I am very supported inthiscareandmysupport workers are good.” We identified staff and people interacting comfortably and with ease. People received support that was tailored to their individual needs by staff who knew them well. A relative told us, “There is enough staff and a good new team…There has been huge progress, there have been historic problems but this staff have gone to great lengths to make things better.” Relatives also told us, “Staff are very friendly, and polite” and “they understand the needs of the family members.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff were able to tell us about the people they supported, and we observed positive interactions between people and staff. People told us the registered managers were “amazing” and staff “listened to [person] and would try and help [person] when [person] was feeling a bit muddled.” Care records included information regarding people’s likes, dislikes, goals and what was important to them. Care plans were in place which were person-centred and based around the needs of individuals.Care records included where they lived, their relationships and other aspects of their life and one person had an activity planner which included a variety of activities. A relative told us, “[Person] would not be there if I did not feel things were right.” Our site visits identified people were supported with their interests, for example, art. The person showed us their artwork which was displayed around their home. People told us about meeting their loved ones with the service supporting them. A person told us they were involved in supporting the service with some of their training and could tell us about the fire extinguishers that needed checking and servicing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care and support plans identified what people could do independently and how staff could assist. This supported people to remain independent and retain choice and control over their care and support. A person told us, “My favourite meal is pasta, and the staff help me cook it. I do my own shopping with support.”

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. People’s health and medical needs were recorded in their care plans, along with contact phone numbers for professionals such as the GP and next of kin.Care notes showed staff listening and respecting people’s wishes. Relatives told us, “There are enough staff, the staff are aware of needs. The care package states the number of people. There is a team leader, there is good handover between day and night staff” and “Keyworkers are very good.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. We received mostly positive feedback from staff. Comments included, “I do feel they value me”, “they are always there to say thank you” and “I am very recognised by my hard work and my contribution.”