Chimnies Residential Care Home

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. Staff treated colleagues from other organisations with kindness and respect.

People were treated with kindness, compassion and respect. Feedback from people and their relatives was overwhelmingly positive about the caring approach of staff. One person said, “The are very much kind. They’ll do anything for you,” and added, “They listen and explain everything well.” Another person told us, “Absolutely caring. They treat you very well.” A further person said, “Without a doubt they are very caring. I have seen them look after people with complex needs and they do so with so much care and understanding.” A relative told us, “The staff are helpful. They are always happy.”

Staff spoke with warmth and compassion when describing the people they supported. One staff member told us, “It's more than a job to us. We genuinely care about the people we support.” Another described how staff supported a person receiving palliative care, saying, “We take it in turns to sit with them and have conversations, read to them and play their favourite music.” Staff explained that people's wishes were respected and, “If XXX doesn't want company, we respect it.”

We observed kind and respectful interactions throughout the assessment. Staff sought people's consent before providing support, respected their privacy and dignity, and took time to engage people in meaningful conversations. Staff also demonstrated respect and support for colleagues and visiting professionals, working collaboratively to meet people's needs and ensure positive outcomes.

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 knew people well and were able to describe their preferred routines, where they liked to sit at mealtimes, what was important to them and what helped promote their wellbeing. One staff member told us, “We have conversations with the residents and get to know them personally.”

Care plans included information about people's backgrounds, cultural and religious needs, relationships and personal preferences. People's protected characteristics were considered as part of care planning and delivery to ensure support was tailored to their individual needs.

People were encouraged to personalise their rooms and maintain their identity and independence. One person confirmed they had their own personal belongings around them and decorated their room the way they wanted.

People's preferences were respected in practice. Staff described supporting people in the way they preferred, including when they wished to get up, go to bed, have personal care, eat meals or spend time in communal areas or their rooms.

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 make choices about their day-to-day lives. Several people told us they chose when they went to bed and got up. Comments included, “Yes, I choose when I go to bed and when I get up.” One person told us they stayed up late by choice.

People were encouraged to maintain their independence where possible and to make decisions about their care and wellbeing. Whilst some people described set routines for bathing and showering, others told us they could request additional support when needed. People knew staff would respond if they requested support and said they were treated well. One person told us, “They haven’t said no to anything I’ve asked.”

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.

During our assessment, we observed staff checking on people’s wellbeing and offering reassurance when needed. We saw staff offering drinks, spending time to chat with people in their rooms, and responding to call bells promptly. Staff told us they took time to understand what may be causing a person to become distressed or anxious and used person-centred approaches to support them. This included offering reassurance, distraction, meaningful activities, a walk, a cup of tea or spending time talking with the person. Staff adapted their approach based on people's individual needs, preferences and known triggers to reduce anxiety and promote wellbeing.

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

Staff told us leaders operated an open-door culture and were approachable and responsive to their needs. Flexible working arrangements, adjustments to rotas, regular staff meetings and opportunities for development, helped staff feel valued and supported.

Staff described a positive and supportive culture. One member of staff told us, “The provider and management are always interested in me and the staff in our family life.” Another said, “I feel appreciated, it's an enjoyable job, when you're working in a job that you love, you feel happy.” A further staff member told us, “I'm lucky because I'm happy here.”

Staff also described receiving support with health appointments, family commitments and personal circumstances. Recognition schemes, including birthday gifts and seasonal gifts, were used to thank staff for their contribution. These arrangements helped create a positive working environment and supported staff to provide consistent, person-centred care.