Chandlers Ford Care Home

On this page

• 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

We assessed 1 quality statement from this key question. We have combined the scores for these areas with scores based on the rating from the last inspection, which was good. Our rating for this key question has remained the same. Feedback the provider received about care provided to loved ones was positive. Staff spoke confidently and compassionately about how they supported people with end-of-life care. Where records were not always of a consistent quality, the provider demonstrated how this was being addressed through the services transition to electronic care plans.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We reviewed feedback the provider shared with us from relatives who had received end of life care. Feedback was positive and praised staff for the kindness and compassion they showed their loved ones. For example, one relative commented, “I cannot give higher praise for all the staff, nursing staff, carers, laundry and catering, everyone I came across was kind, patient and provided the utmost care for [loved one] in her final days”.

Staff explained where the DNACPR forms could be located. This is information about people’s needs and wishes for treatment in the event their heart stopped. We discussed end of life care training with the manager. They told us training had been provided and that staff knowledge and skill around starting difficult conversations with people was improving. In house training had been provided and the service also had good links with the local hospice where they could access specialist advice and support. Staff we spoke with said they felt confident to have conversations with people and their families about their end of life wishes. Comments included, "I have had training on end of life. I make people comfy and let them express themselves about what their wishes are, it might even be about what they want to wear when they die. I get their consent to speak with families as well and then I capture it in their end of life plan" and, "We always try and talk to people. It's better if we know what people want at the end." Another staff member said, "I know how important it is for people's symptoms to be well managed. I am confident to have conversations with people and their families about death and dying to try and prepare them and explain what help is available and how we can support them. We have GP support and hospice support to make sure we do it right. It's good to know in advance any issues, like religious beliefs, cultural needs. We had one person who only wanted [relative] there with them to hold their hands at the end and nobody else. I made everyone [staff] aware of this person's wishes. I am not scared to talk about death. I agree we probably need to be a bit more detailed in our plans."

There was a process in place for assessing people’s needs and preferences for end-of-life care. However, although plans had been completed, they were of an inconsistent quality. For example, they did not always include details of people’s religious or spiritual preferences if they had any, or whether they wanted family members present or not. The service was transitioning from paper to electronic care plans. When we couldn't find one person's end of life plan in the hard copy care plan, we were told it was on the computer. A copy of the plan was provided and added to the paper plan. This meant there was a risk that staff might not be able to easily access the information they needed to support people with their end-of-life planning and care. We discussed this with the manager and the area director. The service had put in place end of life training for staff, which staff confirmed they had attended. The manager told us care planning for end of life was an area they were aware needed some improvement. They showed us documentation that was in place which prompted staff to ask specific questions. Records showed staff had started conversations with people about their wishes. However, despite staff saying they felt confident to have conversations with people, and records showing they did have conversations with people, the outcome of these conversations had not always been embedded in care plans. ReSPECT forms were in place. These are forms which create a personalised recommendation for people’s clinical care in an emergency when they are unable to make the decision themselves. The service was able to access specialist advice and support from the local hospice.