Chertsey Parklands Manor Care Home

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.

Staff treated people with kindness and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with professionalism and respect.

People told us staff were kind and caring. One person said of staff, “I get on very well with all of them. I think they are kind, caring and patient.” Another person told us, “We are jolly lucky here; the staff are lovely, and I feel very much looked after.”

Relatives told us their family members had developed positive relationships with the permanent staff who supported them. One relative said, “Amongst those that [family member] sees regularly, she has certainly built up a good relationship with some of them. When I was last there, a staff member left her room and [family member] said, ‘She is a treasure.’”

People said staff were respectful and maintained their dignity when providing their care. One person told us, “All the staff are very nice people; they treat me with great respect and are very kind.” One person told us one member of staff did not always take the time to ensure their comfort when providing their care. We discussed this with the provider, who agreed to speak to the person to understand their concern, and to address this with the member of staff.

Relatives told us staff always respected their family members’ privacy and dignity. One relative said, “A few months back, [family member] needed an ambulance and one of the nurses suggested taking [family member] back to her bedroom when the ambulance staff turned up so they could assess her in private.” Another relative told us, “If they help [family member] to the toilet when I am there, they will always close the bathroom door to respect her privacy.”

Staff treated people as individuals and made sure care and support met people’s needs and preferences. They took account of people’s strengths, unique backgrounds and protected characteristics.

People’s personal, cultural, social and religious needs were understood and met. Staff respected people as individuals and supported them to live in a way which reflected their strengths, aspirations and goals.

Relatives said staff recognised and respected people as individuals. One relative told us, “The staff there don’t treat the residents as children, they are very respectful. I see that not just with [family member], but also with other residents; they are treated very much as individuals.”

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

People told us staff encouraged them to be as independent as possible. One person said, “I am still able to do a lot of things myself and the staff respect that, but help is there if I need it. So for example, I need help with my shower but I can make my own bed.” Another person told us, “We are very much encouraged to do things for ourselves.”

People told us they enjoyed the range of activities and outings provided by the home’s activities team. One person said, “The activities are very good. There is an exercise class every day, and I play bridge at least twice a week, so there is plenty going on. They take a trip out a few times a year to Guildford Cathedral for concerts. I get an activity planner once a week with a list of all the activities that are going on.” Another person told us, “I enjoy the trips. We have a trip out every couple of weeks when they take us in the minibus to the local shops, and we have been to Newlands Corner and Virginia Water. You don't get bored, as there is always something going on.”

Staff 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.

Relatives told us staff were alert to people’s immediate needs and acted promptly to ensure people’s safety and comfort. One relative said of staff, “They are very responsive. For example, if somebody tries to get out of a chair, the staff will go over and support them straightaway.”

Staff were alert to people’s needs and took the time to communicate and engage people in discussion, which relatives said was an important aspect of their family members’ care. One relative told us, “I really like the fact that the staff talk to the residents and spend time with them, engage with them and chat to them, so there is no isolation or anything like that.”

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

Staff told us they were treated fairly and their individual rights respected. The provider’s staff had access to an external employee assistance programme, which provided support and advice on a range of issues.