The Grange

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 provider met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 ensured people were at the centre of their care and treatment, and worked in partnership with them to decide how to respond to any changes in their needs.

People told us they were very happy with the support they received. One relative said, “[Family member] has improved so much with the change of environment [at The Grange] and is never on their own now. I know they are in good hands.”

The registered manager and staff knew people well including their wishes and preferences. However, care plans did not always reflect all the information and knowledge held by the staff team, which could make it difficult for new staff to support people without this context. This was discussed with the registered manager who gave assurances. Care plans did include detailed information about people’s life histories and the things that were important to them.

The provider understood the diverse health and care needs of people and their local communities, ensuring care was joined‑up, flexible, and supported choice and continuity.

The registered manager and staff team told us they had strong relationships with external services, and we saw staff supporting and encouraging people to access the help they needed. Staff had a very good understanding of how to support people, and any changes in people’s needs were communicated clearly and promptly across the team. One relative commented, “Communication is very good. The registered manager is in my phone and keeps me updated about everything. They will phone me if [family member] is feeling low, but to be honest, that isn’t very often anymore. The Grange has exceeded all my expectations, they have catered for all [family members] needs and you can tell that it is not just a job to them."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager had a good understanding of how to meet people’s communication needs, and communication care plans provided clear guidance for staff on how best to support each person. Staff were able to communicate effectively with people and understood the communication needs of those who experienced communication barriers.

Information could be provided to people in a range of formats if this was needed.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and kept them informed about any changes made as a result.

There were a range of systems in place to enable people to share their views, including residents’ and relatives’ meetings and surveys. People, families and staff all told us they felt able to share their ideas and that they were listened to. There was evidence when suggestions were made, such as changes to the menu, action had been taken in response.

The provider made sure people could access the care, support and treatment they needed when they needed it.

Staff supported people to access the services they required and ensured they could attend any appointments within the community. Staff told us when people had appointments, they made sure appropriate transport was arranged so people could attend without difficulty.

Staff and leaders actively listened to information about people who were most likely to experience inequality in their care or outcomes, and tailored their care, support and treatment accordingly.

People were supported to engage in activities within the home or to go out into the community if they wished. People told us they felt listened to and that staff were responsive to any requests they made. The staff team were aware of people’s individual preferences and cultural needs and took steps to ensure they were appropriately supported. For example, staff supported people with prayer and reflection, assistance with washing rituals, specific dietary requirements, and celebrating religious festivals.

People were supported to plan for important life changes, so they had enough time to make informed decisions about their future, including at the end of their life.

Staff had a good understanding of people’s wishes and preferences, and the service had received numerous thank‑you cards from families recognising the care provided to people as they approached the end of their life. The registered manager gave several examples of how people were being supported to make decisions about their future, including aspirations to move towards greater independence and to visit family. However, care plans did not always reflect how people were encouraged to plan for the future. The provider was responsive to our feedback.