Charnwood Care Home

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. At our last assessment we rated this key question inadequate. At this assessment the rating has changed to 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. People told us, all staff were kind and caring. A person said, “The staff are wonderful, caring and polite.” We observed staff to treat people with dignity and respect. Staff told us they treated people with kindness, compassion and dignity. The provider spoke with pride about the staff team and the changes they had made since the last assessment. The inspection team were welcomed by the whole team. The provider was eager to show us the improvements which had been made since our previous assessment. The management and staff team all showed confidence in their roles, and an openness when discussing the development of the service.

People received care tailored to their individual needs and wishes. All people told us staff treated them well and were never rushed. A relative we spoke with told us, “The staff are all really friendly to my [relative] and us - and are always happy to answer questions.” Care plans detailed people’s needs and preferences. For example, information relating to a person’s family and social history and any requirements were detailed within their care plan. This meant staff had accurate information to ensure people’s individual needs were met. Staff had received coaching and further training to ensure they supported people living with dementia effectively. Care plans clearly documented people’s communication needs and what support was required.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us they were offered a choice in who they wanted to support them. A person said, “They asked me who I wanted to support me, and I first said a lady but in all honesty, I am comfortable with the men, so I don’t mind but the option is there should I want it.” People told us staff let them take the lead and there was no routine, people did things as they wanted. A person said, “I like to wash my face myself. Staff take their time with me and encourage me to stand using my frame, they don’t rush by doing things for me as I would get pain, they’re very good.” Staff promoted people’s independence and respected their choices. Staff supported people to undertake activities of their choosing. Staff they offered a variety of social opportunities including offering 1:1 support to people who preferred to stay in their bedroom.

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 kind and caring and provided support in a respectful timely manner. There had been a recent change to the service with the combination of the nursing and residential units, some people said this had impacted on staffs’ ability to react promptly, however others said it had not. We found any calls were answered quickly. We discussed with the provider the need to strengthen the analysis of call bell times to assure themselves of people’s needs being met promptly. They had identified this prior to our assessment and work was underway to analyse call bell times. We observed staff to be kind, caring and attentive. When people called for assistance staff responded quickly. For example, we noted a person was squinting their eyes due to the sun coming through the window on their face. Staff noted this quickly and asked the person if they would like the curtains closing, which the person did.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Regular staff meetings and debriefs took place to ensure staff were supported. Supportive staff supervisions, mentoring and feedback was provided. Staff worked effectively together in designated roles to ensure people’s needs were met. The provider invested in an employee assistance programme which provided external impartial support for staff.