Archived: The Chantry

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• 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. The inherited rating under the previous provider was outstanding. This key question has been rated good: This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care plans were personalised to reflect the individual needs of people. People, and their relatives told us they had been involved in their/their loved one’s care planning and reviewing their care needs and had access to their care plans. Comments included, “I am involved with [persons] care plan,” “I have been part of the discussions relating to the care plan.” And “I have read the paperwork linked to the care plan.”

While people and their relatives expressed general satisfaction with their care and support needs, our assessment found some elements of care did not meet the expected standards.

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. Staff were familiar with the personalised care, daily routines and preferences of the people they supported. The registered manager told us people’s care and support needs were discussed in huddle meetings which were held twice daily, also within staff meetings and Multidisciplinary team meetings for review and continuity of people’s care and treatment.

Systems were in place to enable people to either receive information about the service or have their information in their chosen accessible format if required. People’s communication needs were documented in their care plans. We saw staff had undertaken effective communication training and staff demonstrated their understanding of people’s individual communication needs. A member of staff told us, “People with communications needs such as aphasia, they have picture cards that will have list of emotions they can point at, and there is list of things they may need such as the toilet, bedroom, drink, etc.” Aphasia is a disorder that can affect how people communicate.

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 senior management team held working together groups for both relatives and people using the service to share ideas, raise any issues or concerns and they also held separate resident meetings every other month. People and their relatives told us, “We can voice our opinions via meetings that are organised”, “They (staff) respond positively if I feel something isn’t what I’d like.” And “I asked for [person] to be put to bed a bit later and they (staff) responded to my request.” The registered manager told us, “All relatives have my contact details and can get hold of both me and the head of care. Our working together group meetings I have offered to do at different times as relatives may be working. All relatives receive a copy of the minutes. I will also do this informally if relatives are in the building.”

People were supported to access appropriate care and support services which suited their individual needs.

Staff and the leadership team understood people’s rights to equity in accessing care and support. Staff understood how to make adjustments to people’s support to reflect their individual care needs.

The provider had policies in place to ensure compliance with human rights requirements. This included consideration of the needs of people with different protected characteristics and how to make reasonable adjustments to ensure equity.

People’s individual needs were considered to ensure equity in their experience of care and promote good outcomes. The registered manager told us, “People’s identity is massively important to them especially when do not have a voice and their care plan will underpin that.” A member of staff told us, “Care has improved since our new head of therapy has come in. Increased discussions about people and looking at goal setting and all their individual care needs through a multi-disciplinary team network. This improves outcomes for individuals as we are looking at everything they need.”

There was no one receiving end of life care at the time of our assessment, however people’s future wishes had been discussed and documented in their care plan which considered their end-of-life care wishes.

Staff had received training in understanding people’s end of life care needs. The registered manager told us how they worked in partnership with other relevant health professionals to support people’s end of life care journey and promote their comfort and dignity.