Archived: Chestnuts Residential Home

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the last comprehensive inspection on 27 and 28 April 2015 we rated the service as Good in each of the key questions and Good overall. During this inspection we found the service remained Good.

The service was safe. People were protected from abuse and avoidable harm by staff who knew how to recognise the signs that could indicate abuse had occurred and understood their responsibilities to report any poor care they became aware of. Known risks were managed to ensure people were supported safely and potential risks were mitigated. Staff were recruited safely and were deployed in suitable numbers to meet people’s assessed needs. Staff who administered administer medicines had been trained to do so safely and had their competencies assessed regularly.

The service was effective. Staff received appropriate levels of supervision and appraisal. They completed a range of training to equip them with the skills and abilities to meet people’s assessed needs. A range of healthcare professionals were involved in the on going care and treatment of the people who used the service. People were encouraged to eat a healthy, balanced diet of their choosing and their nutritional needs were known and catered for.

The service was caring. People were supported by caring staff who understood their needs and knew their preferences. Staff used the tone of their voice, appropriate levels of touch and offered reassurance when people were distressed. Staff treated people with dignity and respect; they understood the importance of treating private and sensitive information confidentially. People were enabled to make choices in their daily lives.

The service was responsive. People were involved in the initial planning and on-going delivery of their care. Care plans and risk assessments were updated as people’s needs changed or developed. People took part in a range of activities in a group and on a one to one basis. The registered provider’s complaints policy was displayed at the entrance of the service and in people’s rooms. When complaints were received appropriate action was taken as required.

The service was well-led. Quality assurance systems and processes had been developed to ensure shortfalls were identified and action was taken to improve the service when required. People who used the service and their relatives were asked to provide feedback on the service regular and their opinions were used to improve the service when possible. The registered manager was aware of and fulfilled their responsibilities to report notifiable events to the Care Quality Commission as required under regulation.

We were present whilst lunch was served. One person who lived at the home said, 'The food is lovely, yes; there's loads of it.' Another person's relative told us, 'My mum is quite faddy with food but they accommodate her needs well.'

People's rooms were personalised and people were surrounded by their own possessions. One person's relative told us, 'As far as I am concerned my mother could not be anywhere better; her room is ever so nice and it's kept very well.'

We saw each person's care file contained an assessment of their ability to administer medication themselves and maintain their independence.

The service had a clear policy and procedures in place that provided staff with guidance to follow in the event of an incident of abuse being reported or suspected. We asked people who lived at the home if they felt safe; comments included, 'Yes, I do' and 'Of course, no-one would come to any harm here.'

Throughout our visit we observed staff going about their duties in a cheerful and pleasant manner. Members of staff told us they felt supported in their role; one commented, 'We are trained really well and get lots of support from the manager.'

The service undertook regular surveys of the views of people who lived at the home and their families. We reviewed surveys of staff manners and, nutrition and menu choice.