The Chantry

Updated 25 November 2024

Date of assessment 19th March to 10 April 2025: We undertook our first unannounced visit to The Chantry on 19 March 2025 and returned for a 2nd day on the 27 March 2025. This assessment was carried out by 3 inspectors. Additionally, 1 Expert by Experience made telephone calls to people’s relatives/guardians to obtain their feedback about the service being provided to their loved ones. These calls were made on the 20 March 2025 the day after our first visit. (An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.)

The Chantry is a registered nursing home to accommodate up to 33 people who require nursing care/support with personal care. The Chantry supports both short rehabilitation and the long-term care of people who have sustained brain acquired injuries and other neurological conditions such as Huntington’s disease, Parkinson’s, and multiple sclerosis. At the time of our assessment there were 25 people using the service. We carried out this assessment in response to information we held about the service.

This is the first assessment of this service under its new provider. At the last inspection, under the old provider, the service was given an overall rating of outstanding (published 30/07/2019).

There was a newly appointed senior leadership team in post, this included the registered manager, head of care and head of therapy lead. During our assessment of the service, we were informed the registered manager and head of care had both resigned from their posts. However, we were later advised the 'head of care' for The Chantry had withdrawn their resignation and continued to remain in post. Assurances were provided by the assistant director of operations as to the interim measures being put into place to oversee the day to management, governance and leadership of the service until they had found a suitable applicant for the registered managers post.

We found 3 breaches of regulations relating to medicines, premises and equipment and governance. We have asked the provider for an action plan in response to the concerns found at this assessment.

People were not always receiving their medicines safely. Governance processes required improvement as medicine audits had not picked up the concerns we found.

Safeguarding processes were in place to keep people safe form avoidable harm and abuse. Risks to people had been assessed, however these were not always reviewed regularly and consistently. We identified some concerns with environment, including that the lack of storage facilities to house equipment, meant it being stored inappropriately.

Staffing numbers had been increased to ensure people’s safety in the event of an emergency requiring evacuation of the building. Safe recruitment processes had been followed, and the registered manager had been successful in recruiting to most vacant positions. They told us this would enable them to gradually reduce the number of agency staff working at The Chantry.

Staff received an induction and on-going training to enable them to support people safely. Care plans contained information about people’s needs and how staff should support them.

The registered manager and staff team were very responsive to concerns identified at this assessment; however, we were not assured the provider’s governance systems and processes in place were always effective in assuring the organisation was compliant with regulations

Updated 25 November 2024

The majority of people and/or their relatives/representatives were satisfied with the care and support they or their loved one received at The Chantry. They told us they/loved ones were safe. People/relatives spoke with confidence about the permanent members of staff who knew them/their loved ones well. However, they were less confident when speaking about the high numbers of new or agency staff supporting the service and felt they were not so knowledgeable or able to understand their needs as those who knew them well. A relative told us, “Some new members of staff clearly have English as a second language. Can they be relied on to understand my requests? I don’t always get what they are telling me.” Relatives were complimentary of the access their loved ones had to therapy sessions and exercise. We received mixed feedback regarding food choices; some found it a bit repetitive while other relatives told us their loved ones enjoyed the food. People/relatives told us most staff were kind, respectful and caring. A relative told us, “Most are very friendly and lovely and engage with [Name]. They speak nicely to [Name].” Relatives provided mixed feedback about the leadership of the service, many not knowing who the registered manager was. However, most people/relatives we spoke with knew of a named person they could speak to should they have any concerns.

While people and their relatives expressed general satisfaction with their care and support needs, our assessment found some elements of care did not meet the expected standards.