Cheadle Grange 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.

This is the first assessment for this newly registered service. This key question has been ratedGood. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People had detailed care plans containing information about their wishes, preferences, and support needs. Some care plans were extensive, and we discussed with the provider the importance of ensuring these remained concise, accessible, and easy for staff to follow.

Records did not always clearly demonstrate people's preferences were being consistently respected. For example, where care plans stated personal care should only be delivered by a female carer, there was not always clear evidence this was being followed. Some people told us they did not always receive showers or baths as frequently as they would have liked. We raised these concerns with the provider during the inspection. The provider gave assurances this would be reviewed.

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.

People and relatives spoke positively about opportunities to take part in community activities and maintain interests. One relative told us, “There is a lot going on and they [staff] do have a priest come in to take Mass which is very good and they also screen a service in the cinema regularly. They have a gardening club and a lot of things going on.” Another relative commented, “They [staff] took them [family members] on a visit to the local cinema, and they are setting up a regular afternoon slot on the local bowling green too. They have lovely gardens and there is a keypad on the door and a locked gate in the garden so it’s completely safe. Residents have to be accompanied in the gardens. They have just started a library in the activities room too which is great.”

The provider had established links with the local community and reported positive working relationships with other health and social care services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was readily available throughout the home. Regular meetings for people, relatives and staff provided opportunities to share information and give feedback. Relatives spoke positively about communication, with one telling us, “The home lets me know about everything. [Family member] had a couple of minor falls and straight away they let me know.”

The registered manager demonstrated a good understanding of the Accessible Information Standard, which requires health and adult social care providers to identify, record and meet people's information and communication needs so they can access and understand information and receive any support they need to communicate effectively. The provider had resources available to adapt information into different formats. Staff assessed people's communication needs and used this information to develop care plans.

The provider made it easy for people and their relatives to share feedback, raise concerns and be involved in decisions about care and support. Staff listened to feedback and explained what action had been taken as a result.

People and relatives told us they felt listened to and involved. One relative said, “They [the provider] have relatives’ meetings which are helpful. They sort things out when they are raised. For example, there was a problem with access to the building early on and they are sorting it out and have a keypad for out of hours access too.” Another relative told us, “I feel really involved and the staff are easy to talk to. [Registered Manager] listens and puts things right. They are a great listener.”

Regular meetings for people, relatives and staff encouraged engagement and feedback. Systems were in place for people to provide feedback anonymously. The provider had a complaints policy, and complaints and concerns were generally responded to promptly by the registered manager.

The provider ensured people could access the care, support and treatment they needed, when they needed it.

Arrangements were in place for a range of healthcare and wellbeing services to visit the home, including GPs, chiropodists and hairdressers. The registered manager told us families were encouraged to support people to attend planned appointments where possible. When this was not possible, staff would accompany people to appointments to help ensure they received the care and treatment they needed.

The provider recognised some local services were oversubscribed, which could lead to delays in accessing specialist support. Where this occurred, staff took steps to provide as much support as possible while people were waiting to access these services.

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.

The registered manager was committed to ensuring people had equal opportunities and achieved positive outcomes. They were exploring a range of approaches to ensure all people living at the home had opportunities to engage with the service and have their voices heard. The registered manager told us visual aids had recently been used during resident meetings to support people with communication needs to participate and share their views.

Some family members raised concerns people living with dementia did not always have the same opportunities as others living in the home. We found the home may benefit from further work to enhance the dementia-friendliness of the environment.

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 who were approaching the end of their life had appropriate care plans in place to support their care and treatment needs. However, further work was needed to ensure these plans were personalised and sufficiently detailed to reflect people's wishes, preferences, and priorities. The provider gave assurances care plans would be reviewed.

The home had received a number of compliments and thank-you cards from relatives whose family members had received end-of-life care at the service.