The Grange 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

Responsive – this means we looked for evidence that the service met people’s needs. This was the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. We discussed how to enhance the care records with the inclusion of more information about people’s life history. A relative told us, “[Staff member’s name] is absolutely lovely. We are always kept in the loop and they let us know what is going on.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. A professional said, “We have a good working relationship with the team, and always find they are very knowledgeable about people’s need.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and way they could understand. Communication plans were in place. Care staff told us they had information about, and understood people’s communication needs. We observed staff effectively support people to fully express themselves.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A relative said, “All the staff are really good. When we have raised issues these have been dealt with straightaway. It has taken a weight off me knowing [person’s name] is being looked after so well. They will pick up the phone and let me know of any changes. I can’t fault them.”

The service made sure that people could access the care, support and treatment they needed when they needed it. At times staff needed to clearer guidance around who to contact when issues arose. During the inspection a staff member needed to leave the nightshift. Staff had texted the registered manager but not rang them so this was not picked up until the morning. A structured system needed to be in place around when and who call and in what circumstances. We noted the business continuity plan needed to cover what night staff were to routinely do if issues arose and when to use the contingency plans such as seeking assistance from the adjacent service. The management team acted to ensure these matters were addressed. Discussions with staff showed they understood how to access specialist health or social care support people might need.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Staff understood how to deliver this should it ever be needed and some had recently completed in-depth training in supporting people at the end of their life. A staff member said, “We try to provide the best care, including when people are reaching the end of their life and the course we went on really helped us think about how to work with people at this time in their life.”