The Grange

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect, and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider consistently treated people with kindness, empathy and compassion, and respected their privacy and dignity. Staff also treated colleagues from other organisations with kindness and respect.

People and their families spoke highly of the staff team and the service. One relative told us, “The staff are smashing. I feel they are a part of the family. In fact, they are a part of the family.” Another relative commented, “The girls [care staff] are so caring. They work so hard. It is a settled staff team and [family member] is very well looked after.”

We observed kind and respectful interactions, and staff demonstrated a good understanding of people’s needs. Staff spent time talking with people throughout the day.

The provider treated people as individuals and ensured their care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

We observed staff knew people well and were readily able to provide the support they needed. One relative told us, “They understand [family member’s] needs and the staff are all very good.”

The registered manager and staff team had a good understanding of people’s individual needs and took steps to ensure people received the support they required, including in relation to their cultural and religious beliefs.

The provider promoted people’s independence, ensuring they understood their rights and had choice and control over their care, treatment and wellbeing.

People felt involved in decisions about their daily life. One person commented in relation to meals, “There is a choice and if it’s something you don't like, if you tell them they will get you something else. There are plenty of treats as well, cakes and biscuits and things.”

Care records included information about what people could do for themselves and what they needed support with. People told us they felt well supported. We observed staff promoting choice throughout the day.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff were responsive when support was needed, with one person commenting, “I can’t fault the staff. I don’t have to wait very long when I need them.” We observed staff were readily available to provide support when people requested it, and they were often able to anticipate what people might need because they knew people well.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled them to deliver person‑centred care.

Staff spoke very highly of the support they received from the registered manager and the provider, and told us they were happy coming to work. They said they felt respected and valued in their roles. The registered manager explained that they took a flexible approach to supporting staff and greatly valued the knowledge and skills within the team.