Chepstow House

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed a total of 8 quality statements from this key question. During our assessment of this key question, we found staff promoted independence and treated people as individuals. We observed staff treating people with dignity and respect though this was not always the case. People were supported with choices such as doing their own laundry and were able to move around the service independently where able. Improvements were needed to ensure people had access to activities to maintain their wellbeing.

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.

We spoke with 1 person using the service. They told us, “I like it here. I like the staff. They (staff) are always kind and polite.”

Staff told us that it was important to help people relax when they were worried. For example, staff had used techniques, such as massaging people's necks. Staff got together to discuss ways of helping people.

We saw evidence of a compliment received from an advocate praising staff and management for the positive atmosphere in the home and the quality of the care staff provided to people. The regional manager said they had recently provided quality surveys to external professionals involved in the care and treatment of all people supported at Chepstow House. However, the response rate to these surveys was low and they have taken steps to address the issue and improve future engagement.

We observed good interactions between people and staff, where staff were relaxed, friendly and helpful. We observed a good transfer with a staff member and senior supporting the person from their wheelchair. Staff told us, and we observed, some people were able to access the kitchen using the key pad independently. However, a staff member did not intervene or try to divert when a person appeared agitated. Staff seemed unsure what to do when the person grabbed another person. Also, when a staff member supported a person to transfer from a chair to their wheelchair, the staff member was distracted and did not fasten the seat belt. Though they returned 2 minutes later and fastened the seat belt.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Peoples’ independence was encouraged. A person told us how they do their own laundry and said, “I put it in the washing machine, I don’t mix it (with other resident’s clothes) but sometimes it (laundry) gets mixed up, I take out other people’s clothes.” A relative said, “[Person’s name] cooks their food, keeps their room tidy, can do bits and bobs.”

Staff said they always promoted peoples' independence and would not take over from people if they could do things for themselves. They said people could choose what they wanted to do if they were able to do so.

Though the kitchen was locked, staff told us, and we observed, people were able to still access the kitchen using the key pad independently.

Independence, choice and control was included in the service’s literature to aim to ensure people could live the lives they wanted. A person told us how they do their own laundry and said, “I put it in the washing machine, I don’t mix it (with other resident’s clothes) but sometimes it (laundry) gets mixed up, I take out other people’s clothes.” A relative said, “[Person’s name] cooks their food, keeps their room tidy, can do bits and bobs.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.