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 good. At this assessment the rating has remained 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. Staff treated colleagues from other organisations with kindness and respect.

Staff provided compassionate and respectful support and showed a good understanding of each person's unique needs and preferences. They actively encouraged people to make choices about their daily lives and involved them in decisions regarding their care.

People and their relatives spoke positively about staff. Comments from people included, "The staff are lovely and always popping in for a chat" and "We are 1000% looked after here. The staff are great, kind and always happy to help." Comments from relatives included, “Staff are very caring, it’s like a little family here" and "They (staff) talk to (person's name), and keep them smiling, they (staff) are loving and kind at all times.”

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.

Staff demonstrated a strong understanding of people's unique needs and consistently treated them with dignity, respect, and as individuals. For example, where people experienced difficulties with communication, staff were skilled in recognising facial expressions, body language, and verbal cues to understand and respond to their wishes and needs. Staff adopted creative and innovative approaches to communication, which ensured people could express themselves in ways that suited them best.

Staff also ensured that people who communicated in different ways were fully included in activities they enjoyed. Through the use of non-verbal communication methods and personalised support strategies, staff enabled people to actively participate, make choices, and feel valued and involved in all aspects of daily life and activities.

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

People were informed and involved in decisions about their care and support. Staff promoted choice by providing information in a way people could understand and giving them time to make decisions.

People were supported to exercise their rights and maintain independence through communication aids, adapted equipment, and personalised support. Where people spoke a language other than English, the provider arranged access to an interpreter to ensure they could fully understand information, express their views, and make informed decisions about their care and support.

Relatives told us that they were fully involved in their loved ones care and decision-making processes.

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.

Staff consistently responded to people’s needs as they arose. We observed staff demonstrating a good understanding of people’s changing needs and were able to adapt their approach quickly to provide appropriate care and support.

An electronic call bell system was used to enable people to request assistance when needed. For people who were unable to use the call bell system independently, staff carried out regular wellbeing and safety checks to ensure their needs were identified and met promptly.

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

Staff and professional feedback indicated improvements in staff wellbeing, confidence, and support since the appointment of the new manager. Staff described the new manager as approachable, personable, and supportive, and told us they felt more comfortable raising concerns and seeking guidance. Comments included, "Management are willing to listen to staff, if they are not available at the time they will arrange for a suitable time" and "The management now, is approachable I wouldn't hesitate to go to them with any issues I may have."

Health and social care professionals also reported seeing positive changes in staff morale and practice, with staff appearing more settled and engaged.