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Inspection Summary

Overall summary & rating


Updated 2 August 2019

About the service

Chilwell House is residential care home and was registered to provide accommodation for up to 17 people. At the time of our inspection 12 people were using the service.

Chilwell House was compliant with the values underpinned in Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence. These values include choice, promotion of independence and inclusion. People had access to local amenities, facilitates and services such as healthcare and were supported to access these regularly.

People’s experience of using this service and what we found

We have found evidence that the provider needs to make improvement. Please see the Well-led section of this full report.

Quality assurance systems were inconsistent. The acting manager had not completed regular audits and quality assurance monitoring.

There was a friendly, relaxed and comfortable atmosphere in the service. Staff were kind, caring and understanding towards the people they supported; they knew them well and we observed many examples of friendly, relaxed and good-natured interactions. People were placed at the centre of the service and were regularly consulted regarding their individual support needs.

Respect, dignity and understanding was at the heart of the provider's culture and values.

People were safe and protected from the risk of avoidable harm. There were detailed risk assessments in place and guidance for staff regarding how to keep people safe.

Systems and processes were in place to safeguard people from abuse. Staff understood the signs of potential abuse and how to respond appropriately.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There was sufficient staff deployed to meet people’s identified care and support needs, where it was necessary to use agency cover, the acting manager ensured they were regular workers who knew the people at Chilwell House and were aware of their routines.

Staff received training and had the necessary skills and knowledge to meet people's individual care and support needs effectively. Care planning was personalised, to reflect an individual’s needs and preferences, and helped ensure people were supported effectively and safely, in accordance with their wishes.

Staff knew people's daily routines and what was important to them. People were encouraged and supported to access the local community and engage in activities of their choice.

Medicines were stored, administered and disposed of safely by staff who were trained to do this.

Where accidents or incidents had occurred, lessons were learned to prevent the same thing happening again.

Infection prevention and control measures were in place and the premises were visibly clean in all areas.

Guidelines for staff followed best practice guidance and was used by the acting manager to plan and deliver effective care to people.

There was an open and positive culture within the service where people, staff and relatives felt listened to and confident to raise any issues or concerns.

This service met the characteristics of Good. More information is in the 'Detailed Findings' below.

Rating at last inspection: Last rated Good. Inspection report published on 21 February 2017.

Why we inspected: This was a planned comprehensive inspection that was scheduled to take place in line with Care Quality Commission (CQC) scheduling guidelines for adult social care services.

Follow up: We will review the service in line with our methodology for 'Good' services

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 2 August 2019

The service was safe.

Details are in our safe findings below.



Updated 2 August 2019

The service was effective.

Details are in our effective findings below.



Updated 2 August 2019

The service was caring.

Details are in our caring findings below.



Updated 2 August 2019

The service was responsive.

Details are in our responsive findings below.


Requires improvement

Updated 2 August 2019

The service was not always well-led.

Details are in our well-Led findings below.