Chimnies Residential Care Home

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 requires improvement. At this assessment the rating has changed to 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 relevant changes in people’s needs.

People were involved in decisions about their care and support, and care plans reflected their individual needs, preferences and wishes. One person told us, “It suits my needs. The care is everything and how I wanted it.” Another person said, “Without a doubt they meet my needs. We all have different needs, and they manage all the different needs.”

Care plans covered a wide range of people's health, care, communication and support needs and provided staff with guidance on how to support people in the way they preferred. Staff knew people well and were able to describe their individual routines, preferences and choices.

Staff monitored people's changing needs and discussed these during handovers to ensure care remained responsive and effective. This included discussions about people's bowel movements, skin integrity, nutrition, behaviours of concern and any deterioration in health. Monitoring records and professional recommendations were used to guide care and, where concerns were identified, staff sought support from relevant healthcare professionals.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were supported to maintain relationships with those who were important to them and to take part in activities that reflected their interests and preferences. Relatives and friends were able to visit, and people told us they remained in regular contact with family and friends.

People spoke positively about the activities available. Comments included, “We have someone who comes in and to do exercises. We had a singer last week and we do bingo,” and “There’s quizzes, bingo, jigsaw puzzles, crosswords regularly. We do things together here. I also like reading.” One person told us, “Staff did my nails and my feet. The hairdresser come around and I have my hair done. I’m being spoilt – it’s quite nice.”

People were able to choose how they spent their time. One person told us, “There are activities, but I don’t rush out, I want to stay upstairs. I prefer to be upstairs with my TV.” Staff respected these choices while continuing to offer opportunities for engagement.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People's communication and language needs were assessed and recorded, and staff understood how to communicate effectively with people to help them understand information and express their views.

The provider told us they made information accessible to people, including an easy read complaints procedure to support people to raise concerns or provide feedback. Staff were knowledgeable about people's communication needs and adapted their approach accordingly. For example, staff described using written communication, and allowing extra time for people to express themselves, helping to ensure people were involved in decisions about their care and support.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had systems in place to gather feedback and involve people in decisions about their care and support. Opportunities to share feedback included resident meetings, monthly tea and coffee mornings and day-to-day discussions with staff and leaders. Complaints were recorded, investigated and responded to appropriately.

People told us they knew how to raise concerns and were confident these would be listened to and acted upon. One person told us, “I would go to the girls.” When asked if staff would listen, they replied, “Of course they would.” Another person said they knew how to complain and thought concerns would be acted on. A relative also confirmed they knew how to make a complaint. People gave examples of concerns being addressed. One person told us they had raised concerns about personal belongings going missing and said, “I told the senior and it hasn't happened since then.”

People were involved in discussions about their care and support. One person told us, “They ask each month how you feel about your care and if there's something you want changed.” Another said, “They come around with like a questionnaire.”

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

People had access to call bells and told us staff responded promptly when assistance was required. The environment included adaptations, such as grab rails and accessible bathroom facilities, to promote people's safety and independence.

People were supported to maintain relationships with those important to them. Relatives and friends were able to visit, and people told us they remained in regular contact with family and friends.

People's cultural and religious needs were respected and supported. A visiting vicar regularly attended the service, enabling people to maintain their faith and spiritual wellbeing if they wished.

The provider ensured people could access activities and meaningful engagement regardless of where they chose to spend their time. People who remained in bed or preferred to stay in their rooms were supported to participate in activities, with staff bringing activities and social interaction to them.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Most people told us they were involved in discussions about their care and any changes they wanted. One person told us staff regularly discussed changes to their care plan.” Another person said, “They ask each month how you feel about your care and if there’s something you want changed.” Another person said, “Now and again staff ask.”

People's views, wishes and preferences were reflected in their care planning and reviews. Care plans included information about people's communication needs, cultural and religious preferences, health conditions and support requirements. Staff monitored people's changing needs and sought feedback through reviews, resident meetings and day-to-day conversations.

The provider responded to people's individual circumstances and needs. Staff described adapting communication methods, supporting people to maintain relationships, respecting personal preferences and ensuring people could access activities, healthcare and services in a way that met their needs.

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

Records showed advance care planning had been completed and reflected people's wishes and preferences. Where appropriate, Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions and preferred priorities for care documents were in place and had been completed with the involvement of people and those important to them, including family members.

Care records demonstrated that people, their relatives and relevant professionals were involved in discussions about future care arrangements. Staff understood people's wishes and preferences and recognised the importance of delivering compassionate care which promoted dignity and respect. Staff gave examples of how they maintained people's dignity, including seeking consent before providing care, respecting people's choices, preserving privacy during personal care and adapting support to reflect people's individual preferences and routines. As people's needs changed, staff ensured their wishes continued to be respected and care remained person-centred.

Staff received training to support people at the end of their lives and worked closely with healthcare professionals, including GPs, district nurses and hospice services, to ensure people received coordinated and compassionate care.