Grosvenor House Care Home

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

This means we looked for evidence that the provider involved people and encouraged them to be independent, have control over their care and make choices when they could. 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 80 (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 was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff demonstrated exceptional insight and understanding of the people they supported. They had an in‑depth knowledge of people’s abilities, their specific support needs, and how to provide care in a way that consistently reflected their risks, preferences and aspirations. This resulted in highly personalised and empowering care that promoted independence.

Throughout the inspection, we observed staff interacting with people in a remarkably kind, respectful and compassionate manner. Staff encouraged people to make their own choices and retain control over their daily routines in ways that were meaningful to them. One person told us, “I’m as free as a bird to get up, move, stay where I want and have meals outside when the weather permits.” This demonstrated a culture that promoted autonomy and valued people’s right to live their lives as they wished.

The environment and equipment were adapted to maximise independence. People had access to a wide range of aids including mobility equipment, specialised cutlery and crockery, communication tools, and technology such as sensor mats to help reduce their risk of falls. Dementia‑friendly signage was in place throughout the home, supporting people who needed help navigating the environment and helping to promote their confidence.

The service offered an exceptionally rich and varied programme of activities, designed to enhance wellbeing, build connections, and support people to maintain interests and try new experiences. Regular activities included yoga, bingo, quizzes and exercise groups. People enjoyed regular visits from a singer and pianist, and the service had recently welcomed a mother‑and‑baby group, with further visits planned. Trips out, including visits to the local garden centre and aquarium, were an integral part of life at the service. Seasonal celebrations—including Guy Fawkes Night and Remembrance Sunday—were inclusive events where families and friends were warmly welcomed.

Feedback about the activities was consistently positive. People told us, “I enjoyed the singing yesterday. We had all the old songs and a lot of residents attended. Friends and relatives are also welcomed to these sessions,” and “The activities are good and they encourage us to take part. I try to watch most things.” People spoke with fondness about spending time in the garden and watching the goats, which brought enjoyment and stimulation. The service’s private social media page enabled relatives and friends to stay connected with their loved ones’ daily lives by viewing photos and updates about events and activities.

People spoke highly of the ‘Coffee Hub’, a café‑style area providing free drinks and ice cream. People, relatives and visitors could meet there, in a relaxed and sociable setting, as if they were visiting a local café. This was also made available to the wider community as a monthly dementia café, demonstrating the service’s commitment to inclusion and community connection. In addition, the provider ensured a counsellor was regularly accessible to people, relatives and staff, creating a safe space for emotional support and contributing to the service’s exceptionally caring culture.