Chapel Garth EMI Residential 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 good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 64 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Care plans we viewed contained service user profiles which included information about people and their preferences. However, we observed staff interacting with people and found they were task focused and did not always ensure people’s preferences were considered.

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 told us staff knew them well and understood their needs. People were assisted to access other professionals as required. Information received as recommendations from other professionals was documented and care plans showed people were supported in line with advice given.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information displayed was not always presented in an accessible format so people who used the service could relate to it. Signage throughout the home could be improved and be more suitable to a dementia friendly approach. The management team had previously identified this and were in the process of improving signage throughout the service.

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 a complaints procedure and people and relatives we spoke with told us they would raise issues with the staff as they arose. All complaints were responded to and managed in line with the providers complaints policy. Where issues were identified, action was taken and if required, external contractors were sourced to carry out works within the home. Regular surveys were sent out to family members, friends and advocates to ensure feedback was sought and actions taken to address any issues raised. People and relatives told us the service were good at responding to concerns.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Some refurbishments had taken place recently for example, some floor covers had been replaced. The service had spacious communal areas as well as a small quiet lounge.

Staff and leaders did not always actively listened to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. The provider had not always considered or implemented relevant best practice guidance for providing a dementia friendly care environment. Not all people’s bedroom doors had identification on them to assist people to locate their rooms. Signage could be improved and information displayed at the service was not always presented in a clear way. This meant people were not always supported to maintain their independence.

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. End of life care plans were in place and gave details of people’s preferences and discussions held regarding end-of-life care. The manager told us they would work alongside healthcare professionals to ensure people received appropriate care.