Chasewater Mews

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 inspection for this service under a new provider. 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.

People told us they received care and support from a kind staff team. One person said, “Staff are very good. They treat me with kindness.” Relatives told us staff spoke to them with respect. One relative said, “Staff are lovely. They always speak to me respectfully and [my family member] is treated so well.”

Staff told us they upheld people’s right to privacy and dignity. One staff member told us, “I always knock on people’s doors and ask permission to enter, I always put a towel over people when carrying out personal care.”

We saw staff interacting with people respectfully. When people sitting in the communal lounge required support with personal care, staff discreetly whispered to them to maintain their dignity before supporting them to their rooms.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People told us their preferences and choices were respected by staff. We spoke to 1 person who chose to spend their time in their room. They told us, “I could go downstairs but I like the quiet. It's nice to have staff pop in and have a chat. Staff always ask what I want to do.” One relative said, “[My family member] has all their own things in in their room, it is all personalised and they choose whether to have a shower or bath.”

Staff told us people’s religious beliefs were actively supported. One staff member described how members of a local place of worship regularly came to collect a person each month, enabling them to participate in their faith. The staff member said, “This is important for the person so that they can follow their faith.”

We observed people being encouraged to pursue their personal interests, such as bird watching. Additionally, we noted the presence of a prayer room within the home, thoughtfully designed with materials representing diverse faiths, offering a tranquil space for reflection and spiritual practice.

Care plans detailed people’s religious, cultural and social needs.

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 enjoyed taking part in a range of activities within the home. We observed people enthusiastically joining in with fun group activities such as singing and dancing, as well as choosing to engage in everyday tasks such as cleaning. One person expressed a sense of pride and satisfaction in contributing towards a clean environment.

Staff spoke about the importance of supporting individuals to maintain their independence. One staff member shared how they gently encouraged people to take part in their personal care routine, for example, by handing them a washcloth and prompting them to wash their own faces and hands.

We reviewed meeting minutes which involved both residents and their relatives. These meetings provided a platform for sharing feedback on the care and support offered, as well as suggesting improvements to the service. At the most recent relatives’ meeting, relatives reflected on the success of recent events and activities, highlighting their positive impact.

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 came and supported them quickly when needed. One person said, “The staff look after me. The nurses are excellent, if I have a problem they come straight away and help me.” Another person said, “If I want something, the staff respond they are pretty good.”

Staff told us about people’s needs and explained how they support people experiencing distress. During the site visit, we observed a staff member responding to someone who was becoming distressed. The staff member offered reassurance and stayed with the person until they felt calm and settled.

Care plans and risk assessments were in place, outlining clear strategies for staff to follow in emergencies, such as falls, and in response to distressed behaviours.

The provider cared about and promoted the wellbeing of their staff and supported staff to deliver person-centred care.

Staff told us they felt valued by the provider, and when facing personal challenges, they received support and understanding. One staff member said, “The provider is really good. When [my family member] was unwell, they [the provider] gave me lots of support which was totally what was needed, and it really helped.”

Supervisions were carried out with staff regularly. The provider kept track using a supervision matrix.