CQC report explained · a residential care home
What the CQC found at Chiswick House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found robust risk assessments, safe medicines management, suitable staffing and appropriate recruitment checks. The home was clean and equipment and premises were regularly checked.
- Effective?
- Good
- Care was described as holistic and effective, with good links to health professionals. Staff training was up to date, and people's nutrition, hydration and mental capacity needs were managed well.
- Caring?
- Outstanding
- Staff were exceptionally kind, compassionate and respectful. They supported people's dignity, choices, communication and independence, and often went beyond what was expected to meet personal wishes.
- Responsive?
- Good
- Care plans reflected people's preferences, beliefs, backgrounds and routines. The home offered a wide range of personalised activities and involved people and relatives in end-of-life planning.
- Well-led?
- Outstanding
- Inspectors found strong leadership, an inclusive culture and a very effective quality assurance system. People, relatives and staff were encouraged to give feedback and help improve the home.
What inspectors found, December 2018
Chiswick House was rated Outstanding; inspectors found exceptionally caring and well-led care, with all other areas rated Good.
This was an unannounced inspection on 30 October 2018. Inspectors spoke with people living in the home, relatives, staff and health professionals. They observed care, activities and lunchtime support, and checked care, medicines, staffing, recruitment and management records.
The home was rated Good for safety, effectiveness and responsiveness. Inspectors found good risk management, safe medicines practice, enough staff, effective care, good training, strong support with food and drinks, and personalised activities and end-of-life care.
Caring and well-led were rated Outstanding. Inspectors saw exceptionally kind and respectful staff, strong support for people's independence, and a culture where people and relatives were listened to. The overall rating improved from Good at the previous inspection in February 2016.
Kind and respectful care
Staff knew people well and treated them with patience, warmth and respect. They supported privacy, dignity and independence in day-to-day care.
“Staff showed exceptionally kind, compassionate and caring qualities. They were consistently attentive and went the extra mile to meet people's needs.” from the report
Safe medicines and staffing
Medicines were stored, given and recorded safely. Inspectors also found appropriate staffing levels and a safe recruitment process.
“Medication was stored, administered and recorded safely and people received their medicines as prescribed.” from the report
Personalised activities
Activities were varied and adapted to people's interests, routines and spiritual needs. People were supported to stay connected with the local community.
“There was an extremely varied activity programme, planned in accordance with people's preferences.” from the report
Strong involvement and leadership
People and relatives had many ways to influence care, activities, the environment and staff recruitment. Inspectors found management open to feedback and focused on improvement.
“The service was exceptionally inclusive and responsive to feedback and suggestions. It was always keen to listen, learn and improve.” from the report
Some care plans were not fully up to date
minorSome care plans did not include very recent changes in people's needs. Inspectors said these changes were recorded on handover sheets and in the communication book, but families should check how quickly the main care plans are updated.
“Some care plans did not include very recent changes in people's needs but this was captured on the written handover sheets and communication book.” from the report
- 01How quickly are changes in a person's needs added to their main care plan, rather than only recorded in handover notes?
- 02How would you support my relative's particular health needs and work with their GP or other health professionals?
- 03What activities would be available that match my relative's interests, routines, faith or cultural preferences?
- 04How would you support my relative to make choices and remain as independent as possible while managing risks?
- 05How would my family be involved in care planning and end-of-life decisions if my relative's needs changed?
This was an unannounced inspection covering all five key questions; the previous overall rating was Good in February 2016, and caring and well-led improved to Outstanding. This explanation was written from the published report of 21 December 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. The report was longer than we could read in one go; the later sections may not be reflected.
Every inspection of Chiswick House
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- December 2018Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- April 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2013
Report published without a new overall rating.
- December 2012
Report published without a new overall rating.
- August 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 18 January 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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13 live-in carers within about an hour of Norfolk
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 £990 to £1,120 a week. 9 can care for a couple. 14 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.