Chase Park Neuro Centre

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.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 had systems in place to maintain people’s privacy, and while these systems did not always fully support every aspect of dignity, they were designed with positive intentions. Staff explained measures were in place based on people’s assessed needs, with the aim of reducing anxiety, minimising distress, and preventing unnecessary stress when providing support with personal care. For example, some people prepared for bathing/showing in their own rooms before going to the bathroom to create a calmer transition and help prevent situations that could otherwise trigger distress.

People and their relatives spoke positively about the caring nature of staff. Comments from people included, “I’m great here, this place is great. The staff are brilliant you know. They help everyone, they [staff] are all smiling and great” and “I like it in here, the staff are good. They help me do things as I can't now.” Comments from relatives included, “It was quite a big event for [person name] and our family when they had to move from home-based care to residential care. The staff at Chase Park were wonderfully supportive and caring with this process” and “The care staff I find are always polite and friendly and [person’s name] is always clean and well presented.”

Health professionals confirmed the service was caring and provided people with compassionate care. Comments included, “Chase Park provides an excellent service to extremely complicated, diverse and often very poorly people” and “I have never received any negative feedback about the care or the home in general.”

The provider 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.

People received person-centred care tailored to their individual needs. Staff understood each person well and supported them to make choices and express what was important to them. For example, people were given opportunities to discuss their likes, dislikes, and future goals and ambitions. A staff member who worked within the welbeing team told us, “If there is a person who values shopping for themselves, I know that if I support them to go to the local shops, this will be understood by the wider team as meaningful activity. Equally, for people who simply need to talk through things, I know that if their time with activities is spent talking over a cuppa, it will be seen for the valuable use of time that it really is. If someone wants to do something a bit more complicated, I know that my team and I are trusted to safely make this happen.” This staff member gave multiple examples of how they had supported people to fulfil their ambitions, for example, visiting a vintage car show, the beach and attending a football match.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The provider offered people a range of opportunities to choose how they spent their time. People used the onsite café, accessed the garden areas, went out for day trips, and took part in the activities available at the service. Relatives and friends also visited people in their own rooms, enabling people to maintain their independence and personal relationships in a way that suited them.”

The provider promoted people’s independence by ensuring they had access to suitable specialist equipment. Some people had complex care and support needs that required equipment such as postural seating and electronic chairs, and we observed people using this equipment to support their needs and maximise their independence.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Staff did not always meet people’s needs consistently. Some staff told us they knew people well and understood how to support them, but some of their colleagues and agency staff did not always provide the right level of care. Relatives and professionals also gave mixed feedback about the quality of support. A health and social care professional told us, “Staff at Chase Park were really proactive and made sure that my client got what they needed, and my client is doing so much better now, and this is thanks to the staff at Chase Park.” However, a relative reported declining standard, saying, “The care had been good, but we have noticed it going downhill. [Person] wasn't having their catheter changed regularly and I was having to contact or email to remind (staff) that it is done.”

The provider confirmed the relative had raised their concerns directly with the service and the matter was addressed immediately with staff.

The provider did not always promote the wellbeing of their staff. They did not always support or enable staff to deliver person-centred care.

We received mixed feedback from staff regarding the support they received from managers. Some staff told us they found it difficult to approach or confide in the management team and they felt their concerns regarding their wellbeing were dismissed. A staff member told us staff were often required to work continuously without much support. They said, “The workload is very heavy, especially at night, and it causes a lot of physical and mental stress. Many times, we finish shifts feeling extremely tired and drained. We have raised concerns many times, but there is no progress.” However, another staff member told us, “We are supported by our manager and able to approach them with any issues with work or our personal lives, they are understanding and supportive with us.

Health and social care professionals raised concerns around staff well-being, staff competency and the impact this may have on people’s care. A health and social care professional said, “I am concerned about the amount of stress that [staff member] in particular is under.”