Chyvarhas Residential and Nursing 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.

This is the first assessment for this newly registered 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.

Staff and managers provided support with compassion and kindness and people’s privacy and dignity was respected. People told us, “The staff take good care of me”, “They never just walk in, they always knock”, and “They look after me well, I can’t complain. What you want, they do”. Relatives were also complementary of the staff team stating, “The staff are so lovely, all so caring and thoughtful, understanding.”

All members of the staff team provided support at a relaxed pace and took time to engage with people and ensure their comfort. We observed care, cleaning and maintenance staff responding positively to people’s requests and providing compassionate help and reassurance. People’s dignity was respected, and staff spoke warmly of the people in their care. Their comments included, “I love talking to the residents. I love them and it is like 1 big family here. It is horrible if someone passes, you get so attached” and “The residents are lovely to talk to and the staff are very friendly. The atmosphere is like a big happy family.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff spoke of the importance of respecting people’ choices and supporting people to retain their independence. A resident who was still dressed in their night wear in the early afternoon told us they had declined support to get dressed as, “I’m having a bed day”.

People were able to restrict or limit visits by their friends and relatives. Managers ensured these choices were respected.

Staff recognised the importance of impowering people and respecting their decisions. They told us, “So yes, we do training on the MCA, so you should always assume everyone has capacity until you find out otherwise and just because someone has dementia it does not mean they can’t make smaller decisions. You make sure people are as independent as possible and it is all about treating people as individuals.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff spoke of the importance of respecting people’s choices and supporting people to retain their independence. A resident who was still dressed in their night wear in the early afternoon told us they had declined support to get dressed as, “I’m having a bed day”.

People were able to restrict or limit visits by their friends and relatives. Managers ensured these choices were respected.

Staff recognised the importance of empowering people and respecting their decisions. They told us, “So yes, we do training on the MCA, so you should always assume everyone has capacity until you find out otherwise and just because someone has dementia it does not mean they can’t make smaller decisions. You make sure people are as independent as possible and it is all about treating people as individuals.”

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, “All the staff know the residents’ names. If [someone] is unsettled, they will sit with [them] and bring [a] tea until [they] calm”. There had been a recent incident where a person had become upset and distressed in the services communal area. People consistently told us this situation had been safely managed, and that staff had responded immediately to the person’s needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. There were a range of systems to support staff development and additional training was given when staff members were promoted. A recently appointed team leader said, “I had training on doing supervision not long ago, it really helped”.

Managers were supportive and there were a number of welfare systems available for staff to access confidentially when needed. The deputy manager said, “I say to my staff, if you have problems outside work or are anxious about anything then just talk to me and we can see what we can do to help and support you.”