The Chase Care Home

Our unannounced assessment was carried out as the service was unrated and we received concerns about the safety of care being delivered. The service was registered with the Care Quality Commission in July 2023. This was a comprehensive assessment, and we reviewed all the quality statements to allow us to provide a rating. We have rated this service Good overall, with the caring domain rated Outstanding. This assessment was undertaken by 2 inspectors and 1 Expert by Experience. An Expert by Experience is a person who had personal experience of using or caring for someone who uses this type of care service. We sought feedback from health and social care professionals who worked with the service.

Overall, we found the care home provided safe, high‑quality care. We did not identify any concerns about the safety of care delivered. The home was immaculately clean, tidy and fresh during all 3 of our visits, and staff demonstrated a strong focus on infection prevention and control. Staff and leaders were incredibly kind, caring and compassionate, and we observed a strong community feel, with all departments working together to support people. Staff wellbeing and empowerment was outstanding, and staff told us they were happy in their roles. We saw clear evidence of a commitment to truly person‑centred care, with interactions that demonstrated exceptional patience, compassion and respect.

A recent change in management had led to clear improvements, particularly around communication, follow‑through of actions and staff morale. There was a new manager and new deputy manager in post. The new manager submitted their application to become the registered manager during the assessment. This change was reflected on positively by staff, people, relatives and visiting professionals. The provider was open and transparent when things went wrong, with incidents and accidents reported, investigated and lessons shared with staff to improve future practice and outcomes for people.

People had many choices about how to spend their time, supported by a wide range of events, activities and opportunities to remain active, involved and happy. Staff knew people well, followed safe working practices and frequently went the extra mile. Staffing levels met people’s needs, and managers took prompt action during the assessment to further strengthen systems which supported safe staffing decisions.

Care plans were detailed and informative, and where improvements were identified, these were addressed promptly without any impact on people’s care. Robust oversight systems were in place, safety checks for equipment and fire risks had been completed, and staff received regular training and development. Food was varied, nutritious and flexible, with people actively involved in menu planning and fully supported with their health and dietary needs.