We spoke with four of the eight people living at Charter House on the day of our visit and one person did not wish to speak with us. Three people were not at home.People said that they understood the care and support choices available to them and said that they had opportunities to express their views and make decisions in relation to their care. One person told us that their cultural beliefs are respected and supported by staff and that they value this. One person told us that staff respect their privacy by knocking before entering their room.
Four people living at Charter House told us that they are always asked to give consent in relation to how their care is provided and what medical support they receive. People also said that they are involved in updating care plans when these needs change. One person said that their social worker and GP tell them about their rights in relation to treatment and support and that they fully understand them.
People told us that it is 'ok' living at Charter House. One person was more positive and said,
'It's friendly and very caring'.
People living at the home are able to decide what they do and when they do it. People told us that they can come and go as they please.
People are involved in cleaning their rooms but all said that staff keep the house clean, do the cooking and the washing. Only one person has told the home that they would like to be more involved in the cooking. The manager said that this is happening and this was confirmed in conversations. People told us that they like the meals on offer at Charter House. Everyone we spoke with said that staff prepared and cooked meals within the home but said that they could have an alternative if they did not like what was on offer. We were told by a person living at the home that one person likes cooking and is able to make cakes. Another person regularly makes a curry for everyone.
Two people told us that they knew what medication they were prescribed and the reasons why they took it. Both said that staff support them to manage their medication and that they were happy with these arrangements. One person went on to say that they regularly see the GP who explains all about their medication.
Four people told us that staff are supportive and always listen to them. Three people felt that the management did not always listen and that this causes upset and frustration. On the day of our visit three of the four people we spoke with raised concerns or made allegations in relation to the home. These are currently being investigated and issues are being monitored by social care professionals to ensure the protection of the people living at the home.
Two people we spoke with said that Charter House is always clean and tidy. One person said that staff do a good job to keep the house clean and cleanliness was noted as being very important to this person. One person however raised a number of issues in relation to poor maintenance of the home and these were shared with the deputy manager on the day of our visit to resolve.
People who spoke with us said that they were happy with the support that they receive from the staff team. One person told us that staff knew how to meet their needs. Everyone said that staff were 'ok'.
One person wanted to commend the support that they received from their key worker and said,
'She's a good un'.
This person went on to say,
'She is always working and does everything you ask her'.
People told us that there are staff around whenever they need support or assistance.
Staff told us that they are very happy working at Charter House. One person said,
'I am really happy here. Great staff and manager is very supportive. It is a lovely place to work'.
Staff on duty at the time of our visit felt very well supported by the manager and by the senior staff member who carries out supervisions and appraisals. Staff demonstrated a good understanding of their roles during discussions and the positive comments made by people living at the home about the staff team reflected they were competent to do their job.
People told us that they have completed surveys that asked them what the home did well and what could be done better. The home arranges meeting for people to attend to share their views about the home but only one person out of the four who spoke with us found them useful. People told us that they know who to speak to if they have a complaint.
People told us that they knew what information was kept within their care files but no one wanted to access their files on a regular basis. People told us that their care plans are kept in the office.