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Inspection Summary

Overall summary & rating


Updated 5 February 2020

About the service

The Grange is a residential care home in Ashford, Kent, providing personal care to older people, some of whom may have mild forms of dementia or other illnesses. The service can support up to 29 people and at the time of the inspection, 26 people were living in the home.

The home is a two floor building. Each floor or unit has separate adapted facilities.

People’s experience of using this service and what we found

Medicines were managed safely. There were procedures to protect people from abuse and staff understood how to report abuse. Risks associated with people's needs were assessed thoroughly. Staff followed infection control procedures to maintain the hygiene and cleanliness of the home. Accidents and incidents were reviewed to learn lessons to help prevent them re-occurring. Staff were recruited safely and their backgrounds were checked before they started working in the home. The home had suitable numbers of staff available at all times to provide support. Premises and equipment safety was maintained to ensure the environment was safe for people. We have made a recommendation for the provider to look into obtaining an external fire risk assessment of the home because the provider carried this out themselves and was not a fire safety professional.

Staff were provided with suitable training to ensure their skills and knowledge were up to date. Staff felt supported by the registered manager. They received regular supervision to monitor their performance.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People maintained their health and nutrition with balanced meals. The service worked in collaboration with health care professionals, such as GPs and physiotherapists to ensure their health needs were met.

There was a culture and ethos of providing excellent care to people. Staff and managers developed strong relationships with people and relatives. Staff often exceeded expectations to ensure people received care that was personalised. Staff were exceptionally kind, respectful and caring. They understood the importance of promoting equality and diversity. People were supported to remain independent and lead a private life. They were involved in decisions made about their care and staff took an active interest in people's histories and hobbies.

Staff knew about people’s communication needs and what techniques to use for people who found it difficult to communicate. Activities took place in the home and people were encouraged to participate in them if they wished. Staff interacted and engaged with people throughout the day. People were supported to avoid social isolation and pursue their interests.

People and their relatives were supported to make complaints about the home. There were quality assurance systems to monitor the safety of the home through audits and obtaining feedback from people and relatives.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for this service was good (published 6 June 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 5 February 2020

The service was safe.

Details are in our safe findings below.



Updated 5 February 2020

The service was effective.

Details are in our effective findings below.



Updated 5 February 2020

The service was exceptionally caring.

Details are in our caring findings below.



Updated 5 February 2020

The service was responsive.

Details are in our responsive findings below.



Updated 5 February 2020

The service was well-led.

Details are in our well-led findings below.