Cheverells Care 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 71 (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.

We reviewed daily handover records for 4 people and identified multiple instances where the language used did not always reflect a person-centred approach to care.

People told us they liked living at the home because they were happy with their lives and with the care and support received. Relatives felt their loved one’s care was person-centred, and this was a part of the culture of the home, achieved by staff putting people at the centre of what was happening in the home.

People’s plans of care were person-centred and included their likes and dislikes. They gave staff information on how people wished to be supported in all aspects of their care and staff knew people very well. People were involved in the review of their care, as much as they wished to be. Staff and relatives also contributed to reviews of people’s care.

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.

The staff team worked well with local health care providers to make sure people received the right care for their needs. People were given opportunities to worship and follow their religious practices. People had been consulted about places they would like to visit for a trip or day out. One person told us, “We have a newsletter every month with all the activities and what’s going on and if there’s anything special going on. We had someone from the zoo with snakes and spiders. They let us know if it’s not on the newsletter”. Efforts had been made to ensure people received support from professionals in line with their specific care needs and wishes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s individual communication systems and styles were respected and valued. Support plans and records met people’s requirements for meaningful communication and decision-making. For example, care plans detailed people’s individual communication needs, such as spectacles or hearing aids. The service produced literature for people in different font sizes to assist in sharing information for people. One relative told us “The manager sends a copy of the newsletter. They are really good at communicating with families”.

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. One relative told us, “We had quite a long meeting with [name] present and the manager prior to [name] moving in and another meeting with the manager when [name] moved in. It’s an ongoing process and they will ring me and do things over the phone because I am so far away, it’s great.” A person told us, “We are having a new shower room put in just a few feet away from my room. It’s something we asked for. They [management] thought it was a good suggestion; they are susceptible to our suggestions.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to maintain relationships with those who were important to them. We saw family and friends of people were able to visit when they wished and were made welcome by the staff team. One relative told us, “We’ve never been refused to come in, any time of day or evening.” Another relative told us, “It’s open, it’s welcoming – they welcome visitors which is really important – just the feeling of the place”.

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.

People and their relatives were positive about the activity provision in place at Cheverells. The activity co-ordinators showed boundless energy and enthusiasm during our visit. During our visit, people were engaged in Jiggly Wrigglers – baby and toddler sensory class. One person told us “[Name] puts safe matting down and mums bring in their children and have a play session. Anybody who wants to go down can do and the interaction is amazing. The children will go to the older residents, it’s priceless. It’s every fortnight and it’s worth their weight in gold to see them all together, of all ages, it’s lovely. We look forward to it.”

The room was full of conversation and laughter, with people sharing their experiences in the group.

A relative told us, “The activity programme each month is good. They have musicians come in. A DJ comes in Tuesday and Thursday, and does a music quiz, [name] absolutely loves it. Exercises before they start. Zumba class, Zumba to reggae and they love [name]. Chair exercises, they do classes. Sometimes I join in and do a class. [Name] can’t join in everything, but there’s something for everyone.”

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.

People’s care plans were detailed, regarding their spirituality and communication of end of life wishes. The plans contained information on supporting access to a place of worship or a visiting faith lead.

Staff we spoke with showed compassion and empathy regarding caring for people at the end of their lives. If people did not wish to discuss their end of life wishes, we saw processes had been established for what to do in an emergency medical situation. Where people had an advanced decision in place regarding the end of their life, these were clear, for staff to ensure people’s wishes were respected.