Chelmsford Care Centre Ltd

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.

Leaders and staff 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 and their relatives described staff as kind, compassionate, and respectful. Feedback included comments such as, “The staff here are all very kind and caring,” “Every time we visit [person], we’re met with kind carers and lovely people looking after them well,” and “They [staff] are so caring towards [person], even when [person] is having a difficult day they cope.”

Throughout the assessment, staff demonstrated competence and compassion in their interactions. They respected people’s privacy and dignity, routinely knocking on doors and seeking consent before providing care. A visiting healthcare professional told us, “I always speak with staff before seeing patients, they are caring and well-informed.”

During our assessment, we observed warm, friendly interactions between staff, people using the service, and their relatives. Staff treated individuals with dignity and respect, and the atmosphere was calm, relaxed, and positive.

Leaders and staff 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.

People’s individual needs were assessed, and this information was used to develop personalised care plans tailored to their preferences and circumstances. Staff demonstrated aclear understanding of each person’s unique needs, which was reflected in the care, treatment, and support provided.Staff spoke about the importance of respecting people’s individuality, wishes, and preferences. They delivered care that recognised each person’s strengths, abilities, aspirations, protected characteristics, and cultural background.

People and their relatives told us they felt people were treated as individuals. One relative shared, “[Person] can’t move much now, so they’re in their room most of the time. But I truly believe the staff still see [person] as an individual, as a person.”

Leaders and staff actively promoted people’s independence, ensuring they were aware of their rights and supported to have choice and control over their care, treatment, and wellbeing. Care plans reflected what individuals could manage independently, as well as the areas where they required support. For example, one care plan noted, “I prefer to spend time in my room and will choose to eat there if I want to.”

People and their relatives told us that staff encouraged autonomy and respected personal preferences. One relative shared, “Staff moved [person’s] bed from against the wall, which they didn’t like, to a position of their choosing. It was agreed straight away, and they’re much happier now.”

We observed that people had access to a variety of activities throughout the day, which were well-received. Staff also supported individuals to maintain meaningful relationships with those important to them, further enhancing their sense of control and wellbeing.

Leaders and staff demonstrated a strong commitment to listening to and understanding people’s individual needs, preferences, and wishes. Staff responded promptly and sensitively to people’s needs, taking action to reduce any discomfort, distress, or concern.

For example, one relative shared how their loved one became distressed when supported by male care staff. They explained, “[Person] did not like male carers assisting them. Their preference was for female carers, and the service responded to this and made the change. It’s worked much better and has reduced [person]’s agitation.” This approach reflected a person-centred culture where individual preferences are respected and acted upon to promote comfort, dignity, and wellbeing.

The provider demonstrated a strong commitment to staff wellbeing and actively supported them to deliver person-centred care. Staff spoke positively about the support they received from the manager, senior leadership, and their colleagues. Comments included, “There is a strong sense of responsibility and mutual respect among us. When challenges arise, we put aside differences and come together to manage them. Teamwork is our strength, and we truly believe that when one wins, we all win” and “Management and staff are very approachable. I feel confident asking for help, and my housekeeping colleagues are always supportive.”

The manager was dedicated to fostering a positive and inclusive culture within the service. They promoted staff wellbeing through open communication, active listening, and an open-door policy, which empowered staff to speak up and perform their roles with confidence. Staff clearly understood their responsibilities and knew where to seek guidance and support when needed.

People were cared for by staff who felt valued and appreciated. Staff received regular supervision and participated in team meetings, contributing to a supportive and collaborative working environment.

The provider had initiatives in place to recognise and reward staff for their dedication, including access to discount schemes and health referral services. Staff birthdays were acknowledged and celebrated with a card, cake, and well-wishes from colleagues and people using the service, helping to foster a sense of belonging and appreciation.