Chetwynd House

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• 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. Despite care plans not being regularly reviewed staff new people well and communicate changes to people’s needs during team meetings and handover. We observed care and support was person – centred. For example, during mealtimes some people wished to remain in the lounge area. Staff took time to set them their own table to the same standard seen with the dining room, such as tablecloths and napkins and meals were served promptly. Staff also spent time with people during meals socialising and supporting with care needs where appropriate.

Despite the lack of guidance in care plans, staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff had a good understanding of people’s health care needs and who was involved in people’s health care. Staff worked with other stakeholder such as local authority and health professionals for joined up working. We observed staff working cooperatively with district nurses during the day of assessment as well as responding to people’s requests for GP appointments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans detailed people preferred communication methods and any barriers they faced. Staff supported with providing information and decision making were appropriate. For example, at mealtimes we observed staff showing people sample plates of the meals available to help them communicate choices available to them.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. For example, there was regular resident meeting and people had a named staff member as their key worker they could talk to. However, people we spoke with told us their feedback was not always acted upon. One person said, “The food quality isn’t always great and one hot trolly goes around the whole home, so if you’re served last the food can be cold. We have raised it, but it still happens.” Another person said, “There is no longer a tea/snack trolly that comes round they are all on a table now, but sometimes I don’t feel well enough to get up to fetch my own, so I miss out.” The relief manager was aware of people concerns and was actively spending time with people and listening to concerns and feedback to understand what changes were needed to support people going forward.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff completed training in equality and diversity, to ensure staff understand and reduce inequalities or prejudices people may experience. We observed staff supporting external professionals within the home such as mental health nurses and GP’s, ensuring people had a safe and private space to have meetings and offering advocacy support appropriately.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff supported people to live their lives in their own way respecting people’s lifestyle choices and religious beliefs. A staff member we spoke with explained, how they supported people with their cultural needs to ensure they felt fulfilled. The provider ensured social opportunities were provided to all people, social interactions were analysed to determine people’s enjoyment and engagement. This supported the provider to decrease the possibility of social isolation.

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. At the time of the assessment no one was in receipt of end-of-life care, however care plans contained clear details of what people wanted to happen in the event of an emergency.

People were supported to express their goals and wishes. For example, a staff member said, “We support residents and their families as much or as little as they wish, we are always here to discuss options, but we also make sure they can access other services for advice and support to.”