Chiltern Rest Home

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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 service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 service 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. People received personalised care and support specific to their needs, preferences and routines. People's care plans reflected their individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect their changing needs. Oner person said, “Staff come and sit with me. We talk about my care and they record it. I don’t read what’s in there as I get the support I want. This works just fine for me and everyone knows how I want to be helped.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People’s diverse needs and wishes were identified by the provider and recorded. These were known by the staff supporting them. When it was appropriate these were shared with other healthcare services to promote inclusive care and continuity. One person told us if they went to an appointment, they were supported by a staff member. This helped them to feel relaxed and were then able to express their needs accurately to get the right treatment.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs recorded which were known by staff. For example, one person had been identified as hard of hearing. They had hearing aids but did not like to wear them. It was recorded for staff to maintain eye contact and to talk clearly to ensure communication and interaction is positive. We saw staff doing this and the person was actively engaged in their home.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. All those we spoke with told us they knew how to raise a concern or a compliment. One person explained they had recently identified a concern to the registered manager. This was quickly resolved to their satisfaction.

The service made sure that people could access the care, support and treatment they needed when they needed it. All those we spoke with told us they were promptly referred to healthcare services and outside support if it was needed. One person said, “I have complete trust in (staff) to make appointments for me. They always do this and I don’t think I have ever gone without.”

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. When it was appropriate and needed the registered manager and staff advocated on behalf of people. For example, one person expressed their how they felt they had potentially been discriminated because of their lifestyle. They went on to say the provider had advocated for them to ensure they received the outcome they desire.

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. People, and when needed those close to them, were supported to identify their wishes for future care. These were recorded in their personal care and support plans which would move between alternative healthcare providers, if necessary, to ensure their wishes went with them. One person stated they did not like talking about such things as it upset them. However, they preferred their family to represent them and have their thoughts on how they would like to be cared for instead.