Chartwell House

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. This is the first assessment for this [newly registered- amend as required] service. This key question has been rated 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 and their relatives had been involved in developing their care plans. Relatives explained that staff had taken time to gather information about the person’s background and history to help them understand the person.

People’s care plans were detailed and person centred, staff knew people well including their choices and preferences. People’s activities were designed for them accounting for their interests and physical capabilities, for example, painting or playing board games.

People’s care plans contained information about people’s preferences including when they wanted to get up and go to bed. Care plans contained information about all aspects of people’s life and how staff could support them. This included areas such as sexuality and how to support people including giving them privacy.

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 referred to healthcare professionals when their needs changed. There were regular visits from the GP, who reviewed people’s care and medicines as needed. The GP told us, the system in place had been reviewed and changes made to improve the process.

People were referred to relevant health professionals to support their care. Staff made sure their guidance was followed including giving people supplements or thickening their drinks. When people attended appointments or were admitted to hospital, staff made sure all the relevant information went with them.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider had ‘Welcome’ packs in bright colours and large print to support people with visual impairment. The information also included large print pictures to support people living with dementia. The registered manager told us they could print the pack in different languages and Braille.People were also given a ‘service user guide’ which detailed the services available, how to complain and the staff team.

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. Relatives told us they knew how to raise complaints if they were not happy and were confident action would be taken. The provider had a complaints procedure in place, this had been followed when complaints had been received. The registered manager had acknowledged, investigated and responded to complaints which had been received. Staff attended daily ‘take 10 meeting’ and handovers, where lessons learnt, and concerns were shared and discussed.

The registered manager held a resident and relative evening quarterly. These meetings begin with asking people if they have concerns, discussing and addressing them.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The building was built as a care home and people had access to all areas of the building. People had access to communal bathrooms and lounges, there was equipment available to support people to access for example the baths. There was easy access for people who required a wheelchair, corridors, lifts and doors were wide enough to accommodate them. There were digital tablets in the service, which people could use if they did not have their own, to contact family and friends.

Staff were aware of the procedure to contact medical services out of core hours including the 111 service and district nurse service. People’s records confirmed staff had contacted services when required.

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. Staff understood their responsibility to speak up for people when they were accessing services to make sure they were supported. Relatives told us staff supported people to attend appointments or when health professionals came to the service.

The service used an observation tool ‘person centred observation and reflection tool’ (PORT) to help support those living with dementia. This helped them to understand the experience of people living at the service and monitor staff practice, especially where people cannot always express themselves verbally or who are highly dependent on others

People were given support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. People had detailed end of life care plans. Staff had discussed with people, their representative and the GP to decide their future care. People had decided when they wanted to be admitted to hospital and when they wanted to stay at the service. Staff had made sure these wishes were recorded on documents which were used by health professionals such as out-of-hours doctors or emergency services. These documents such as ‘Do Not Attempt Cardiopulmonary Resuscitation’ (DNACPR) and ‘Recommended Summary Plan for Emergency Care and Treatment’ (ReSPECT) form, contained information about people’s end of life wishes.People’s care plans contained details about who they would like with them and the music they would like to be played.