Chadcome Healthcare Limited

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. This is the first assessment for this service. This key question has been rated 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.

The provider 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 were complimentary about the staff team and told us they were supported with dignity and compassion. One person said, “They look after me well, they do my breakfast and shower me. They are a nice bunch.” Staff spoke about people in a respectful way, they knew people well and documented the care they had provided in daily records respectfully.

The provider 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 were treated as individuals by a staffing team who knew them well. Staff told us about how people liked to be supported and understood their backgrounds, histories and family support networks. Sections in the care plans allowed for staff to consider any protected characteristics and needs people may have. One person had a preference to male carers when being supported in the shower, this was planned for and their wishes adhered to.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to remain independent, their care plans included what they did for themselves and staff did not overstep their boundaries. Staff gave examples of how they supported people to retain autonomy. One person told us, “I sit in the shower and they stand outside, they give me the shower head. I call out if I have any problems.” The nominated individual told us of techniques they used to support decision making for a person who had a hearing impairment. This included using objects of reference, pictures, speaking clearly and facing the person to allow for lip reading.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People told us staff were flexible in the support they gave and responded to requests. One person commented, “I am happy with what they do. I don’t need too much, just a wash and they sort out my medication. I tell them what's needed.” A relative told us, “They (staff) go out of their way and make sure [person] comes down and they help to dress [person]. Whilst eating breakfast they make [person’s] lunch time sandwich which is really good. I asked them to do it.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. At the time of our inspection, the staffing team was small. The nominated individual shared plans of expansion and how they would promote staff wellbeing, including designing rotas to meet people’s needs whilst considering staff’s personal commitments. One staff member said, “I feel valued, when people have got faith in what you do and confidence in your work. Here you report something and give opinions, it is heard and listened to. I am seen and heard and my opinions are considered for moving things forward for the best of our clients.” There was a lone worker policy in place to ensure staff safety.