CQC report explained · a residential care home
What the CQC found at Chater Lodge
Rated Good: inspectors found the home performing well and meeting their expectations.
What inspectors found, January 2018
Rated Good; inspectors found safe, kind and personalised care, but staffing, activities and feedback records needed attention.
Inspectors made an unannounced, comprehensive visit on 19 December 2017. They spoke with people living in the home, relatives, staff and health professionals. They observed care and checked care records, medicine records, staff training and quality checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found that people were safe, medicines were managed properly, staff were trained, and people's health, food and personal care needs were understood.
People were described as being treated with kindness, respect and dignity. Care was personalised and complaints were followed up. However, some people felt there were not always enough staff, activities were limited at times, and the home could not show what action had followed some survey feedback.
Kind and respectful care
Inspectors saw warm relationships between staff and people. Staff protected people's dignity and took account of their individual needs.
“People were supported by staff who were kind and compassionate. People were treated with respect and dignity at all times.” from the report
Safe medicines
Medicines were given by trained staff, on time and in line with the home's procedures. Medicines were stored securely and staff knew people's preferences.
“People received their medicines as prescribed and were given them by trained staff who ensured medicines were administered on time.” from the report
Personalised care
Care plans recorded people's likes, dislikes and preferences. People were involved in discussions about their care and reviews.
“Records we looked at confirmed care was planned and detailed to ensure people's needs were fully met.” from the report
Good health support
Staff monitored changes in people's health and worked with doctors, nurses and other professionals. Inspectors found a proactive approach when people became unwell.
“People's health needs were monitored on a regular basis and staff ensured that any changes to people's health were communicated to staff at each shift handover.” from the report
Open management
The manager was available to people and staff. The home used audits, meetings and feedback to monitor the service.
“There were systems in place to monitor the quality of the service.” from the report
Survey feedback
needs fixingThe home collected survey responses but could not show an action plan for issues raised in the survey. Inspectors made a recommendation about managing and acting on this feedback.
“There was no action plan available during our visit for issues that were found, so we could not tell if action had been taken to rectify or improve where issues had been raised.” from the report
Activities
minorActivities were limited at times because staff responsible for them were unavailable. The activity board also did not match what was taking place, although an improvement plan was in place.
“However, the activity board did not match the activities people were participating in.” from the report
- 01How do you decide whether there are enough staff for people's changing needs, especially when someone needs two staff to help them?
- 02What has been done to make sure people do not feel rushed when receiving care?
- 03What activities are currently available, including for people who spend most of their time in their rooms?
- 04How do you make sure the activity board accurately reflects what is taking place?
- 05How do you record survey feedback and show people what action has been taken?
This was an unannounced comprehensive inspection covering all five CQC questions and the overall quality of the home. This explanation was written from the published report of 24 January 2018 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, December 2016
Rated Good; inspectors found kind, safe care, but staffing at busy times and activities were areas to check.
The inspection was unannounced and took place on 10 November 2016. Inspectors spoke with six people using the home, three relatives, staff and managers. They also observed care and checked care plans, medicines, recruitment records, training records and quality checks.
The home was rated Good overall and Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People generally said they felt safe and well cared for. Inspectors found that medicines were handled safely, staff had suitable training, care plans reflected people's choices and staff treated people with kindness and respect.
There were some concerns about waiting for help during busy periods, especially meals and early mornings. Some people also wanted more activities and outings. The manager had systems and action plans to monitor staffing and improve busy periods.
Kind and respectful care
Staff were seen speaking gently, protecting privacy and involving people in decisions. People and relatives consistently described the care as kind and caring.
“Throughout our visit we saw and heard staff treating people with consideration and respect, always asking and discussing things before supporting people.” from the report
Safe medicines management
Medicines were stored safely and records were complete and up to date. Regular audits and spot checks were used to monitor medicines.
“People confirmed that they received their medicines at the correct time.” from the report
Personalised care plans
Care plans included individual preferences, such as when people wanted to get up and how they liked to be supported. Plans were regularly reviewed.
“The plans of care seen were 'person centred' because they contained information about people's life history, their preferences and how they wanted to be supported.” from the report
Supportive management
People and staff found the manager approachable. Meetings and questionnaires gave people, relatives and staff opportunities to comment on the service.
“There were systems in place to regularly monitor the quality and safety of the service.” from the report
Waiting during busy periods
needs fixingSome people and relatives said they sometimes had to wait for help, especially at meals and in the early morning. Inspectors saw staff rushing in one dining room.
“While people were safe, had their needs met and were supported at meal times, staff were not always deployed appropriately at all times of the day.” from the report
Limited activities and outings
minorPeople had mixed views about activities. Some wanted more activities or more chances to go out in the service vehicle, and staff said a driver was not always available.
“Others felt that there were not enough activities or outings available.” from the report
- 01How many staff are planned for meals and early mornings, and what happens if people need help at the same time?
- 02How do you monitor waiting times for people who need assistance, including people who cannot use the call bell?
- 03What activities are available for people living with dementia, and how are individual interests included?
- 04How often can residents use the service vehicle for outings, and what happens when no driver is available?
- 05How are changes in people's care needs identified and added to their care plans?
This was an unannounced inspection covering all five CQC questions and providing an overall rating for the home. This explanation was written from the published report of 17 December 2016 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Chater Lodge
3 rated inspections over 3 years: the service has improved, from Requires improvement to Good.
- January 2018Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- December 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2015Requires improvementSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- September 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 15 February 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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48 live-in carers within about an hour of Rutland
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,310 a week. 42 can care for a couple. 13 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.