We carried out a review of the data available to us about The Grove Residential Home on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about The Grove Residential Home, you can give feedback on this service.
We found the following examples of good practice.
The service supported people to maintain safe contact with friends and family. People were supported to use the telephone and internet, and visits were facilitated using the garden, windows and visiting booth with a protective screen.
Plans were in place to isolate people with COVID-19 to minimise transmission. The service had good supplies of personal protective equipment (PPE) that were readily available at stations throughout the service. The home had been zoned with staff cohorted in different zones to minimise the risk of infection transmission.
The service had measures in place to prevent visitors from catching and spreading infections. On arrival to the service visitors were asked screening questions; temperature checks were performed; facilities were provided to wash hands and lateral flow tests were carried out to check the COVID status of visitors.
Staff had received training on how to keep people safe during the COVID-19 pandemic and staff and residents were regularly tested for COVID-19. The building was clean and free from clutter and there were volunteers who cleaned high touch areas several times a day in addition to regular cleaning schedules.
Staff ensured people’s welfare had been maintained by facilitating socially distanced activities, such as creative sessions and sharing stories to stimulate discussions. People self-isolating received one to one support with activities.
The Grove Residential Home is a care home providing accommodation and personal care for up to 44 older people. Bedrooms are provided on the ground and first floors, and most rooms can be accessed via a passenger lift. At the time of our inspection there were 37 people living at the service. There is secure access to an accessible newly refurbished garden area.
People’s experience of using this service and what we found
People and their relatives were extremely complimentary about the staff, registered manager and the service they received. One person said, “This place saved my life.” Another person said, “Don’t think I will find a home to beat it, happy and willing to do whatever we want, no criticisms at all.” A relative said, “I cannot praise the home enough, I can’t fault it. The staff are caring and very attentive.”
Health care professionals told us staff supported people in a person-centred way enabling people to live a high-quality life promoting their health and well-being. An occupational therapist (OT) said, “I think it is a lovely home, there is real consistency of staff. Every resident has a voice and are treated very individually.”
Prompt action was taken to respond to people’s changing needs. The provider invested in private health care services to ensure people received immediate support whilst promoting their health. One person said, “My mobility has improved.” People’s views were continually sought and acted on to improve the service.
People received support to maintain their nutrition and hydration with nutritionally balanced meals, snacks and drinks. People were supported to access healthcare services when appropriate for both urgent and routine healthcare.
Following people’s feedback additional activity coordinators were employed to provide cover during the evenings and at weekends. People were provided with a wide range of activities to continue with their hobbies and interests. People were supported to continue to practise their faith and religion. People were supported to maintain contact with their loved ones, with the use of technology.
People were involved as partners in their care, informing staff how they wanted their needs met. Care plans were person-centred and individualised to people’s specific needs and preferences. People’s needs were individually assessed with them at the centre.
Staff knew people well and understood their specific health conditions and how they affected them. People’s likes, dislikes and personal histories were recorded within their care plan. People’s privacy and dignity was protected whilst encouraging people to be as independent as they were able to.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People were encouraged and supported to access the community including voluntary employment at the local hospital.
Medicine administration was safe and people received their medicines as prescribed by their GP. One person had been supported to manage their own medicines safely. Medicine records were complete and staff competency to undertake the administration of medicines had been assessed.
People’s needs had been individually assessed and the registered manager ensured staffing levels were kept above the assessed number of staff; this was to ensure people’s needs could be met promptly. People received care from the same staff team providing people with consistency and continuity of care. Safe recruitment practices were followed to reduce the risk of unsafe staff working with people. Staff received continuous support, supervision and guidance from the management team.
People’s, staff’s and relatives’ views and feedback were sought and acted on. There was an ethos of continuous improvement where any concerns were acted on to improve the service. Quality assurance questionnaires were sent out to gather further feedback alongside regular reviews and forums.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 13 April 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.
The Grove Residential Home is a large house with a newly built annexe. It is set in pleasant grounds that are accessible to people living there. The service provides accommodation and personal care for up to 44 older people. Bedrooms are provided on the ground and first floors, and most rooms can be accessed via a passenger lift. At the time of our inspection there were 38 people living at the service.
At the time of our inspection, there was a registered manager in place who had worked with the provider for 18 years. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
The feedback we received from people and their relatives was excellent. People that used the service expressed great satisfaction and spoke very highly of the registered manager, deputy managers and the staff. Staff were motivated and committed to ensuring people lived a happy life the way they wanted to. There was an open culture where the management team led by example to ensure people received a high quality person centred service.
The Care Quality Commission (CQC) monitors the operation of the Deprivation of Liberty Safeguards (DoLS) which applies to care services. At the time of the inspection, no one living at the service was being deprived of their liberty. The registered manager, management team and staff understood their responsibilities under the Mental Capacity Act 2005. Mental capacity assessments and decisions made in people’s best interest were recorded. People were actively encouraged and supported to make decisions relating to their lives.
People using the service felt safe with the staff that supported them. The safety of people using the service was taken seriously by the management team and staff who understood their responsibility to protect people’s health and well-being. Staff and the management team had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Risks to people’s safety had been assessed and measures put into place to manage any hazards identified. The premises and equipment were maintained and checked to help ensure people’s safety.
Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support.
Staff had a full understanding of people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same members of staff who knew them well. People were fully involved in the care and support they received and, decisions relating to their lives. Staffing levels were kept under constant review to ensure that the right staff were available to meet people’s assessed needs.
People’s needs had been assessed to identify the care and support they required. Care and support was planned with people and their relatives and regularly reviewed to ensure people continued to have the support they needed. Staff ensured people remained as healthy as possible with support from health care professionals, if required. People were encouraged and supported to maintain as much independence as possible. Systems were put into place to promote people’s choice to self-medicate.
People had access to the food that they enjoyed and were able to access drinks and snacks throughout the day. People’s nutrition and hydration needs had been assessed and recorded. Staff met people’s specific dietary needs and received specialist training where required. People were asked for feedback on their food and action was taken if required.
People had positive relationship with the staff, many of whom have worked at the service for a number of years. People were treated with dignity and respect by staff who also maintained people’s privacy. People were supported to develop and maintain relationships with people that mattered to them. The registered manager facilitated regular events which enabled people to spend time with their loved ones. An in-depth programme of activities was available to people which had been developed from their interests.
The registered manager and management team were committed to providing a high quality service to people and its continuous development. People were involved in the running of the service and were continually asked for their views, ideas and suggestions. Processes were in place to monitor the quality of the service being provided to people.
People received their medicines safely and when they needed them. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely. The service employed a medicines assistant whose role it was to ensure medicines were ordered, obtained, stored and returned as required.
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008 and to pilot a new inspection process being introduced by CQC which looks at the overall quality of the service.
The inspection was unannounced. The Grove Residential Home is registered to provide accommodation and personal care for up to 44 older people who required varying levels of support to manage conditions such as diabetes, the after effects of stroke and other illnesses associated with old age. Some people required support to move around. The premises are detached with accommodation arranged over two floors. The home is set in pleasant secure grounds that were accessible to people who used the service. There were a variety of communal areas where people could relax, have meals or take part in activities. Bedrooms were located on the ground and first floors, and most rooms could be accessed via a passenger lift. The home is situated in a residential area near to the centre of Maidstone.
There was a registered manager at The Grove. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider.
The inspection visit was carried out by an Adult Social Care (ASC) inspector.
The service was safe because people were protected from the risk of abuse. The provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. Staff knew how to safeguard the people they supported.
People told us they felt safe and we saw that people were treated with dignity and respect by staff and management. They said, “I am always treated with the utmost respect.” “I always feel safe here.” People told us there were no restrictions on their freedom. The management and staff had training and the home had policies and procedures in relation to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards so they knew how to protect people’s rights.
Risks to people’s safety were identified and managed effectively and there were enough staff on each shift to make sure that people were protected from the risk of harm. Robust recruitment procedures were followed to make sure that only suitable staff were employed to work with people in the home.
The service was effective because staff had the information they needed to provide personalised care and support. People’s health and care needs were assessed with them, and people were involved in writing their plans of care. People told us they were very happy with the way they were cared for.
Staff received the training, supervision and support they needed to enable them to carry out their roles effectively. This included induction for new staff, key mandatory training and additional training in people’s specialist needs. This meant that staff understood and were able to meet people’s needs.
People told us they enjoyed their meals and there was always plenty to eat and drink. We saw that meals were home cooked, freshly prepared and well presented, and people were offered variety and choice. Special diets were catered for and people were involved in the assessment of and decisions about their nutrition and hydration needs. Professional advice and support was obtained for people when needed.
People’s health care needs were supported effectively through arrangements for them to see health professionals such as GPs, chiropodists, dentists, nurses and opticians as required. Health professionals we spoke with said, “It’s a pleasure to visit this home” and “I wish they were all as good as this”.
The service was caring because people were listened to, valued and treated with kindness and compassion in their day to day lives. There was a calm and relaxed atmosphere in the home. We saw that staff and management knew people well. All the interactions we observed between staff, management and people who lived in the home were respectful and warm. People told us, “They are so kind here.” “They’ll do anything for you.” and “I’m treated like a princess”. We also spoke with a visitor. They told us they were very happy with the way their friend was cared for and said, “They’re all very kind”.
People were involved in planning and making decisions about their care and treatment. They could be confident that information about them was treated confidentially. This meant that people’s dignity was maintained and their privacy was respected in their day to day lives.
Staff who we spoke with knew what people needed help with and what they could do for themselves. They encouraged and supported people to remain as independent as possible.
The service was responsive because people’s individual assessments and care plans were reviewed with the person concerned. These were updated as people’s needs changed to make sure they continued to receive the care and support they needed.
People were provided with the opportunity to take part in a wide range of activities. Outings and entertainments were also arranged as requested by people who lived at The Grove. People told us they enjoyed the activities and looked forward to the outings.
People told us they knew who to talk to if they had any concerns. They said, “I can’t find fault with anything, I would recommend it to anybody.” “I’ve never had anything to complain about.” and, “I have no complaints whatsoever”. There was a complaints procedure displayed on the residents’ notice board and each person had a copy in their rooms.
The service was well led because there was an open and positive culture which focussed on people who used the service. The manager had an open door policy so that people who lived in the home, staff and visitors could speak with her at any time.
Staff told us, “You get great support.” “It’s such a good atmosphere, you really enjoy coming to work.” and, “Solid management team, all of them are really approachable”.
The provider visited the home frequently and gave excellent support to the management team, staff and people in the home; providing all the resources needed to continually improve the service.
People were actively involved in developing the service in a variety of ways, such as residents’ meetings, satisfaction surveys, forums and day to day contact with the management team. Suggestions made by people were acted on. This meant that people’s views were taken into account.
The manager was proactive in looking for ways to develop and improve the service. Throughout our visit the staff and management team showed us that they were committed to providing a good service. There were effective systems in place to monitor and review the quality of the service. The management team carried out regular audits to make sure that any shortfalls were identified and improvements were made when needed.
People were involved in planning their care and treatment, they were treated with respect and their dignity was protected.
People received care and support that was well planned and sensitively delivered.
The home was clean throughout, hygiene practices and procedures minimised any risk of infection.
Staff received the training and support they needed to ensure people were safe and cared for appropriately.
Effective quality assurance procedures ensured that people were provided with a good service.
Overall we found that this service was safe, effective, caring, responsive and well-led and had achieved compliance.
During the day we talked with 11 people living in the home; four friends and relatives; two health professionals; and ten staff as well as the manager. People spoke highly of the care given and said that the home was 'lovely'. One relative said 'It is brilliant here, you can't fault it.' One of the people living in the home said "Everyone is always so kind and helpful. I am very happy with everything." Staff spoke positively about their roles, and we saw that they worked well as a team.
We found that the staff ensured that people's ongoing health needs were met, and contacted other health professionals as appropriate.
The home provided people with a large variety of activities and entertainment.
We inspected food and nutritional processes, and found that people were provided with a good range of suitably nutritious foods.
At our last inspection we had raised some concerns about medication management. We found that the senior staff and management had worked hard to address the issues, and medication processes were now compliant with the Regulations.
We found that the home had reliable staff recruitment processes in place.
Records were found to be up to date and appropriately completed.
We saw that the previous inspection concerns had been addressed and that people were no longer experiencing difficulty with having hot water supplied to their bedrooms and that the concern raised relating to medication, where tablets in a pot were found in one person's room mid morning the person not being sure how long they had been there, were no longer an area of concern.
We found that medication procedures were not always effective and concerns were identified in relation to how creams/lotion/ointments were recorded as administered. We found that handwritten entries had not been signed by two staff trained in medication administration. The medication fridge and store cupboard were not always having temperature checks completed, meaning that medication could be at risk of being stored at temperatures that are too high or low, which might mean they did not work effectively. We saw that auditing of medication was not effective as it did not highlight the above areas of concern. The homes medication policy was also out of date, despite being reviewed within the last year. Staff training in medication had also not been provided to staff on a yearly basis, in line with the homes medication policy. Morning medication rounds were observed to be taking up to two and a half hours to complete.
as when to get up and go to bed, what to eat and what to do each day. One person said they liked to get up very early and preferred to take meals in their room, staff understood this was their routine. People said that staff listened to them and respected their wishes.
People told us they received the care and support they needed each day in the ways that they preferred, and that staff were kind, attentive and caring.
People said there were activities on offer and they chose what to do each day. Some
people said they liked to join in with activities, others who preferred not to join in or to
spend most of their time in their rooms said staff respected this. Some people told us that due to some disruption and noise caused by the building work underway at the time at the home, they chose to spend more time in their own rooms than was usual, and to take some or all meals there as the main dining room was temporarily inaccessible.
People told us they felt safe at the home and that their care was given safely. If they had any worries or concerns they would speak with the registered manager or staff and felt confident that they would be addressed.
Comments about the service from people living there included,
"Staff are very good, they help me dress and give me a bath"
" I sometimes eat in my room or in the dining room"
"The food here is very good, the main cook is superb"
"I like it here, but do not like all the changes"
"I get good care here"