Churchview 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 rated good.

This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 put people were at the centre of their care and treatment choices. However, although the provider had created some areas within the home to meet the needs of people living with dementia, there was a lack of sensory or tactile objects displayed for people to feel or touch in communal areas, and very few rest areas in corridors. A ‘bus stop’ area had been created but we did not see anyone sitting there during our visit. We discussed this with the management team who told us they would address this and make some improvements.

People told us they received person-centred care in line with their needs and preferences. Their comments included, “They’re very pleasant, they’re not nasty to me” and “They do look after me and I like that.”

Healthcare professionals who were regularly involved in people’s care thought people’s care was person-centred and people’s needs were met. A healthcare professional told us, “I think that the staff and management are in general caring and meet the individual needs of the residents. They contact me for advice and treatment when appropriate and in a timely fashion.”

People’s care plans were recorded respectfully and in a person-centred way.People and relatives were involved in the planning of their care.

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 told us they received good care and their healthcare needs were met and relatives echoed this. The staff had a good relationship with healthcare professionals involved in people’s care and were able to discuss any concerns they might have about people’s needs.

People’s care plans described their healthcare needs and how to meet these. We saw their care plans were detailed and personalised. For example, where people were living with chronic health conditions, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were assessed during the pre-admission assessment so information could be made available to them in a format that suited them. People's care plans detailed their preferences and any aids they needed to support effective communication. One person had severe communication impairment and did not use verbal communication. Care plans stated how to understand the person based on body language and non-verbal cues, to identify if the person was in pain or distressed in any way. The staff liaised closely with the person’s next of kin, who was able to provide information and advice.

People and relatives told us communication was effective, and they were provided with all the information they needed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

There were regular ‘Resident meetings’ organised and people were aware of these. There was evidence people’s feedback was taken seriously and improvements made as a result. The registered manager told us, “From meetings, we draw up an action plan so we can listen to feedback and make improvement.” A senior staff member stated, “Yes, there are residents/relatives meetings once a month. I think they are useful. We distribute a sheet beforehand to get to know people’s views.” They added, “Once we asked residents what their favourite meals and food were and the overwhelming favourite was the Sunday lunch - so now we provide a roast twice a week, one on Sunday and one on Wednesday.”

The provider ensured people and relatives had the necessary information in relation to processes for sharing feedback or raising concerns. People commented, “I’d just go to one of the ladies who work here but I’ve got no complaints” and “I don’t have any complaints.” A relative added, “They’ve got signs up in reception and on the television (screen in reception) too, which tells you who to complain to. I spoke to the supervisor about (previous complaint) and I think it was dealt with.”

Records showed complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice.

Care plans were reviewed regularly, and people were asked for their feedback about the care they received and anything they would like to change. People and relatives confirmed they were involved in the planning of their care and support.

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

People told us they had access to the care and support they required and were happy with this. They felt their needs were met and the staff cared and supported them effectively. Records showed people were supported to attend appointments and a range of healthcare professionals visited the home regularly. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

The provider had a strong focus on continuity of care, dignity and the wellbeing of people they supported. For example, a person’s needs had been prioritised despite delayed funding arrangements to help ensure their health and wellbeing were not compromised.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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.

People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs. The provider had an equality and diversity policy in place and created a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality needs if they were comfortable discussing these.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

People were supported to take part in activities of their choice and these were varied. There was a team of wellbeing coordinators led by a wellbeing manager. They consulted people to understand what activities they preferred and wished to undertake.

People told us they enjoyed the activities on offer and never felt pressurised to take part in anything they did not want to join. Their comments included, “The harpist was fantastic. I really enjoyed that, it was first class”, “Activity people are very nice and helpful, they took me to the garden so I could enjoy it”, “A wild bird man comes in too, quite regularly. He always has lots of photos and stories” and “An ex-busker comes in to sing regularly and he is good too.” A relative commented, “My [family member] has attended various activities and enjoyed them. One of the events was held with the Friends of the Church and [family member] told me [they] had a mocktail.”

During our observations, we saw the wellbeing manager came in and told people, “We are going to have the BBQ tomorrow.” One person recalled the previous BBQ and said, “That was great, I enjoyed it.” The wellbeing manager told us, “It is Royal Ascot this week and tomorrow we are going to make paper horses and then propel them along in pretend races.” A regular activities programme sheet was issued to people so they were informed of planned activities.

There was a specifically adapted building adjacent to the home dedicated to activities. This building had kitchen facilities, so people were often involved in cooking and baking sessions. One person told us, “The activity [person] is excellent. We were making sausage rolls this morning.” One person told us people were encouraged to get involved in baking sessions. They told us of one particular person, who used to be a baker, “[Person] is 102 years old and an ex-baker. When staff put on cookery sessions, [they] get up and show them how to do it properly.”

The home had organised ‘World food’ sessions. A senior staff member told us, “With so many staff hailing from different countries we had different days celebrating and trying their national food. For example, Romania, Nepal and the Philippines.” The registered manager added, “We organise trips out. We actively try to take people out as much as possible. We have started a memory café, which is an open environment where we invite everyone from the community as well as our residents. We have a speaker there too every month.” The home had the use of a van to take people to venues such as a nearby pub and an urban farm.

One person who was sight impaired was supported to go out twice a week to a park with people from a recognised organisation. They told us, “We ride on special adapted bikes with three wheels, tandems and there is also a three-wheel scooter. It is good fun and is the best time of the week by far.”

People being cared for in bed were regularly visited by the activity staff and encouraged to take part in activities they liked. For example, a relative told us, “They have a lady who comes round and she has a board, like a bull’s eye thing. It takes [family member] a while but it gets [them] working and [they] like that. [They] do these activities in bed.”

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’s end of life wishes were sought and recorded in their care plans, if they were comfortable discussing these. The provider worked in conjunction with healthcare professionals and families to deliver compassionate end-of-life care and care after death support.

Staff received training in end-of-life care, and this was refreshed regularly. Most people had ReSPECT forms in place. These were signed by an authorised clinician.

Where people were approaching end of life, anticipatory medicines were in place, should this be needed. Anticipatory medicines are prescribed in advance to a person to manage potential distressing symptoms that may arise, especially those related to being too weak to swallow or in the last days of life.