St Marys Chanterlands 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.

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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. They treated colleagues from other organisations with kindness and respect.People and relatives described staff as kind, caring and approachable. A person when asked about the staff said, “I like them [staff], they are polite and helpful.” A relative described how staff celebrated their family member’s birthday by making a cake, giving them a card signed by everyone and singing to them. Staff understood the importance of people’s dignity and wellbeing and said they worked hard to make sure people felt safe, comfortable and well supported. A staff member said, “Staff try to do the best they can do. I care and we all care.”

Staff 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.

Staff knew people well and built relationships with them. Staff adapted their support when people’s circumstances changed and tried to consider people’s preferences. One staff member said, “Overall, I believe we provide good-quality care to the residents, we make efforts to meet their individual needs.”People’s religious and personal relationships were also supported, including weekly communion visits and visits from a person’s pet dog.

The provider always promoted people’s independence and supported them to exercise choice and control over their care and daily lives. People had choices about meals and drinks, including when they needed modified meals, and staff assisted people at their own pace without rushing them. People told us they had choices, a person said, “I was given a choice of which room, I chose this one.”

People could access the garden and choose from a varied programme of activities, including entertainers, physical activities, arts and crafts, reminiscence and individual sessions for people who spent time in their rooms. Relatives said staff encouraged people to socialise and take part.A person said, “Staff have gone above and beyond. I’m making friends.”

Staff always listened to and understood people’s immediate needs, views and wishes. They responded in the moment to reduce discomfort, concern or distress. Staff observed people throughout the day so they could support if needs changed or if people became distressed or anxious. Relatives gave examples of staff responding quickly when support was requested. A relative described finding their family member asleep with breakfast spilled on their bedding and said, “I found a carer and explained, and it was sorted very quickly.” Staff also tried to comfort people when they became distressed. A relative said staff attempted to calm and reassure a person who was calling out and walking around the service.

The provider cared about and promoted the wellbeing of staff and supported them to deliver person-centred care. Staff said managers and senior staff were approachable, listened to concerns and provided practical support. A staff member described the night manager and senior staff as “experienced and supportive” and said the night team worked well together and supported one another. Another staff member said the registered manager was “always supportive” and would act if there was an issue. The registered manager was on site daily to provide guidance and support to the staff teams. The provider had also invested in staff wellbeing through recognition schemes and employee of the month incentives.