Chy-An-Towans

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.
We observed staff treated people with warmth and compassion. Comments from staff included, “The residents we support at Chy an Towans are amazing.”

Staff knew people well and were able to quickly pick up on any changes which might indicate they were unwell or anxious. They adapted their approach to people accordingly. Staff were flexible in their arrangements and were guided by people’s wishes or preferences rather than adhering to pre-set routines.

Relatives told us staff were caring in their approach. Comments included, “They are very caring certainly from what I’ve seen” and “They are extremely caring. A lovely team. Very good.” An external professional told us, “The staff treat the clients as individuals and according to their preferences, adapting their communication style to suit the client. They treat them with respect, kindness and compassion. They listen to them and respond appropriately."

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’s cultural and spiritual needs and protected characteristics were known by staff and respected. For example, one person was religious, although they chose not to attend church they liked to have a bible close at hand.

An external professional commented on the person-centred approach of staff, “The team are caring, compassionate, person centred and ensure that the client’s health and wellbeing needs were being met. Additionally, activities of daily living were factored to the client’s routine to help promote independence.”

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

People and staff told us they were sometimes involved in preparing meals and other household tasks. People were supported to make choices about meals and activities. Activities were in line with people’s individual preferences. One member of staff told us the registered manager always aimed to have a driver working so people were able to go out when they wanted. An external professional commented, “The service appears committed to promoting independence and enabling people to participate in meaningful activities and experiences – for example observing the happiness seen in one resident returning to the home after an enjoyable trip out. Staff seem to know the people they support well and work in a person-centred manner to help individuals achieve the best possible quality of life.”

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 knew people well and were able to quickly recognise if they were feeling unwell or low in mood. During the inspection visit 1 person had a minor choking episode. Staff were quick to respond and followed up by contacting the Speech and Language Therapy team to arrange a referral.

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

Staff were positive about working at Chy-an-Towans, they told us they were well supported and looked forward to coming to work. Comments included, “We have a very supportive staff team, led by [registered manager and deputy manager].” and “We have a good team and it’s a nice place to work.”

Managers were planning a team building experience to help develop good relationships and morale within the staff team.