The care home in Norwich, Norfolk has been rated as outstanding in two out of five categories following the inspection by the Care Quality Commission (CQC).
The CQC awarded the care home outstanding in the following categories; caring and well-led, and good for being safe, effective and responsive.
The inspection took place 30 October 2018.
Chiswick House provides residential care for up to 26 people, some of whom may be living with dementia.
The CQC inspectors highlighted that special and highly personal experiences for those using the service were celebrated and captured in a 'magic moments' file. Chiswick House captured the moment that a person, who thought they were going to have to spend their remaining life in their bedroom, was taken outside. This provided the person with an uplifting memory of their life at Chiswick Home as well as the experience itself. Everyone's birthday was recognised and celebrated according to the person's wishes.
Staff were supported with their personal and professional development and there were established systems to reward and encourage positive practice, such as an employee of the month award and the company also recognised outstanding contributions. A staff member received an outstanding contribution award for their compassion shown when ensuring a person's end of life wishes were carried out as per their request.
Staff also had opportunities to reflect on their practices and share information. The registered manager carried out observation of practice which helped staff to develop and learn in a positive, no-blame culture. The service also ensured people living in the service contributed to staff appraisals.