Chalkwell Grange

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 inspection we rated this key question requires improvement. At this inspection 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 service made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to changes in their needs. Care plans and risk assessments were regularly reviewed with people to ensure they continued to reflect their individual needs, preferences and wishes. Where people's needs changed, appropriate action was taken, including ensuring they had access to suitable equipment such as adjustable beds, wheelchairs and hoists. A relative told us, “I had a telephone call last week to go through [relative’s] care plan.”

People were supported to make choices about how they spent their time and to continue interests and activities that were meaningful to them. Their views and preferences informed activities and outings through resident meetings, surveys and the ‘Resident of the Day’ initiative. Opportunities included gardening, arts and music, physical activity and a resident-led choir. A person told us, “I join in some of the activities but mostly the choir, I love that.”

Staff recognised people's individual interests, life histories and relationships and used these to provide meaningful opportunities. For example, one person's enjoyment of reading led to the development of a library within the service, providing a space where books could be shared. Another person, who had previously worked as a dressmaker and had a longstanding interest in creative activities, was supported to create a piece of artwork with their family. The artwork incorporated one of their own patterns and buttons and included the names of family members, enabling them to continue an interest that had been important throughout their life and share this with their family.
 

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. Healthcare professionals told us the service worked cohesively with them to meet people’s needs. The manager worked with other stakeholders to ensure people received continuity of care whilst living at the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and understood by staff, so that communication could be shared effectively with them. Care plans were tailored to meet people’s individual communication needs and staff were provided with the tools they needed to communicate effectively.

The service also recognised the importance of keeping relatives informed and involved. Detailed, pictorial weekly newsletters were shared with relatives and included photographs and information about activities, events and outings, alongside updates about improvements within the home, health and wellbeing initiatives, reminders and forthcoming events. This supported relatives to remain informed about developments within the service and involved in people’s experiences and day-to-day lives.
 

The service 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 kept them informed about changes made as a result. Feedback was gathered through surveys, reviews of people’s care needs and preferences and regular resident meetings. Meeting minutes showed people were encouraged to share their views and discuss matters relating to the service.

The service had introduced a range of ways for people, relatives and staff to have their voices heard. Resident and staff ambassadors had been introduced, alongside a ‘You Said, We Did’ poster which demonstrated how feedback had resulted in changes. The staff ambassador held a regular clinic, providing further opportunities for people and staff to raise concerns, suggestions and ideas. Regular family meetings were also held and, following feedback from relatives, the manager agreed to hold meetings at weekends to make them more accessible. A person told us, “When I go to the residents meeting, they take note of what we all say.”

Feedback was used to identify areas for improvement and make changes within the service. For example, following feedback that people sometimes experienced waits for breakfast, staffing arrangements were reviewed and 2 staff were introduced to work 7am to 7pm shifts. The manager told us feedback following this change had been positive. People's suggestions had also resulted in changes to the menu.

People's views about their individual mealtime experiences were regularly sought. A monthly catering survey was completed and daily feedback was recorded. Records showed people were offered alternatives according to their preferences. For example, one person requested sugar-free rice pudding, and a specially prepared sugar-free option was provided. Other records demonstrated people being offered and provided with meals that were not on the planned menu in response to their individual choices. A person told us, “The food is good, but I did have to make a complaint once. They immediately sorted it for me.”

The service had also introduced a resident experience survey which included speaking directly with people about call-bell response times, new staff, personal care and activities. This provided additional opportunities for people to share their experiences and enabled the service to identify where further improvements could be made.

The service had received complaints; however, these had been investigated and responded to appropriately. People told us they were confident their concerns or complaints would be listened to. Overall, there were systems in place to gather feedback from people, relatives and staff and use this to inform the ongoing development of the service.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their mobility, communication and health needs.

Staff and leaders actively listened to and understood the needs of people who may experience inequality in their care and support. Care and support were tailored to people’s individual needs, circumstances, beliefs and preferences to promote positive experiences and outcomes. People were supported to access meaningful and inclusive opportunities, including music, art, reading, gardening, physical activity and intergenerational activities.

For example, one person with a strong religious faith was supported to maintain this important part of their life through church visits and by helping staff organise religious services within the home. They also enjoyed singing in Chalkwell Harmony and watching ‘Songs of Praise’. Their relative told the service the person had become less anxious and had returned to welcoming others in a similar way to how they had previously done within their church community. This demonstrated how individualised support enabled the person to maintain their beliefs, interests and connections and contributed to a positive experience and outcome.
 

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. People had ‘do not attempt cardiopulmonary resuscitation (DNACPR) orders in place and their care plans informed staff or other professionals where it was kept in the event of a medical emergency. Care plans were detailed and personalised to reflect how people wished to be supported at the end of their lives. Relatives’ views had been taken into account, and their wishes were also recorded.