Chase Park Neuro Centre

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. At our last assessment we rated this key question good. At this assessment the rating has remained 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 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.

The service delivered person-centred care. Each person had a comprehensive, regularly reviewed care plan that captured their life history, strengths, aspirations, assessed needs, preferences, and desired outcomes. Care plans were highly individualised and demonstrated a deep understanding of what mattered most to each person, enabling staff to provide support that was responsive, meaningful, and tailored to their unique circumstances.

Staff worked collaboratively with people, families, and healthcare professionals to maximise independence, promote wellbeing, and support people to achieve goals that had a significant impact on their quality of life. For example, through a personalised rehabilitation programme, 1 individual who had experienced prolonged immobility regained their mobility, increased their independence, and was able to participate more fully in daily activities and social opportunities.

Staff consistently recognised and responded to people's changing needs, showing compassion, professionalism, and a genuine commitment to improving lives. People's achievements, no matter how small, were celebrated, fostering confidence, dignity, and self-esteem. Feedback from people and their relatives reflected the positive difference the service made. One relative told us, "(Person’s name) was in hospital, since they have been here there is a big difference in how they are progressing. 100% it’s defiantly down to the care they are receiving here."

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 their families spoke positively about the service and said they were happy with the care and support they received. The service took the time to fully assess each person's needs and goals, making sure the right level of care and support was provided.

Staff received training to increase their understanding of acquired brain injuries, helping them provide consistent, person-centred support. The service also worked closely with healthcare professionals and commissioners to help ensure people's care remained coordinated.

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

The provider assessed people’s communication needs during initial assessments and made reasonable adjustments to support effective communication. Care plans detailed individual communication preferences and any aids required. Information could be provided in accessible formats, including easy read, large print, and different languages. The provider could also access translation services where needed to ensure people could fully understand and engage with their care and support.

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.

Complaints were documented, tracked, and managed in line with the provider’s complaints policy. Records detailed the nature of each complaint, the response provided, the date of the response, and any actions taken to address the concerns raised. The provider also reviewed complaints to identify learning opportunities, supporting ongoing service development and helping to detect and mitigate emerging trends or risks.

People were supported to share feedback, make suggestions, and raise any concerns about the care, treatment, and support they received. Relatives told us they felt comfortable approaching staff with any concerns and were confident these would be listened to and addressed appropriately.

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

Staff were knowledgeable about accessing specialist health and social care input to support people's needs. The in-house multidisciplinary team worked effectively to ensure care and treatment were provided without delay. Records confirmed that GPs, hospital consultants, and other health and social care professionals were actively involved in planning and reviewing people's care.

Staff and leaders did not always actively listened to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this.

We observed positive engagement and a range of activities within the rehabilitation unit. However, people living with dementia in the villa unit did not always receive the same level of meaningful stimulation and engagement. Opportunities to support social interaction, occupation and activity were more limited, particularly during mealtimes, which impacted the consistency of people's day-to-day experiences across the service.

The management team and staff actively listened to information about people who were more likely to experience inequality in their care or outcomes and adapted care, support and treatment to meet their individual needs. Staff completed equality and diversity training to help them understand and reduce inequalities and potential prejudice that could affect people's experiences and outcomes.

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 had personalised end-of-life care plans that reflected their individual wishes and preferences. Each plan reflected personal choices and values, including religious beliefs, and outlined any medications required to maintain comfort and dignity throughout the end-of-life period.