Chertsey Parklands Manor Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing, and communication needs with them.

People’s needs were assessed before they moved into the home and their care plans developed from the information recorded. Staff made sure people’s needs were kept under review to ensure any changes were identified and their care plans updated where necessary.

People were encouraged to be involved in their assessments to ensure they had the opportunity to describe their needs and preferences about their care. Relatives were also able to contribute to assessments to ensure their family members’ needs and wishes were accurately recorded.

Staff planned and delivered people’s care in collaboration with them, including what was important and mattered to them. People received care and support that was evidence-based and in line with good practice guidelines. The provider ensured staff were kept up-to-date with any changes in national legislation, best practice and required standards.

People told us there was a good choice of meals and said the chef would provide alternatives to the published menu. One person told us, “People can have as much as they want and there is a choice of at least two or three meals on each menu.” Another person said, “On the whole, the food is quite good, and there is a good choice. There are days when I might not like something, and they do ask if I would like something else instead. If it is possible, they will provide it.” People were able to give feedback about the food and make suggestions for the menu at regular food forums.

People’s nutrition and hydration needs were met in line with current guidance. Some people had been assessed by a speech and language therapist and guidance put in place about how staff should prepare their food. Staff followed this guidance to ensure people were supported to eat safely.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing information effectively when people moved between different services.

The provider’s electronic care planning system ensured that staff had access to the information they needed to deliver people’s care and support. There were procedures in place to ensure information was shared effectively between teams to ensure continuity of care. For example, staff beginning their shift had a handover from a nurse who had worked the previous shift, which ensured they were up to date about any concerns, appointments, or changes in people’s care.

Staff groups met regularly, and staff told us these meetings were useful opportunities to talk through any issues or concerns as a team. Staff told us they supported one another well and said there was a good sense of teamwork at the service. One member of staff told us, “It is a good team and I feel very included. We are good at including the agency or bank staff too.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People said staff supported them to access healthcare services when they needed them. One person told us, “The doctor visits every Tuesday, and a nurse practitioner comes in on a Friday. If I want to see the doctor, I will go and see one of the nurses and they will arrange it.”

Relatives told us staff supported their family members to maintain good health. They said this support included making referrals to healthcare professionals when necessary. One relative told us, “When [family member] first went in there, they did a referral to the continence service. They have also done a referral to the mental health team, a doctor has been to see her, and of course they have nurses there anyway. They also quickly saw that [family member] had some mobility issues and got the physio to see her, and they now come twice a week.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

If people developed needs in relation to their health or wellbeing, staff took action to ensure they received the care and treatment they needed. Healthcare professionals told us staff made referrals to their respective services appropriately.

Relatives said the care and support their family members received at the home had contributed to improvements in their health and wellbeing. One relative told us, “It has been ideal for [family member] and for the family. She has settled very well in trying circumstances for her. [Family member] feels very happy there and actually seems more lively and engaging than when she was at home. For [family member], it has been a positive experience.”

The provider told people about their rights around consent and respected these when delivering person-centred care and support. Staff understood the importance of obtaining people’s consent before providing their support.

People told us staff sought their consent before providing their care, and our observations confirmed this. Relatives corroborated this, with one relative saying, “When they are going to do things in terms of personal care and support, they always explain things to [family member] first. I get the impression that the staff are really well trained.”

Where necessary, assessments had been carried out to determine whether people had capacity to make informed decisions about their care. Assessments were decision-specific in line with the Mental Capacity Act 2005 code of practice. If people did not have capacity to make decisions, appropriate procedures had been followed to ensure any decisions made were in people’s best interests.