Grosvenor House Care Home

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

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

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

People’s views were proactively sought and meaningfully incorporated into all aspects of their care. Where individuals were unable to express their wishes, staff worked closely with family and friends to build a detailed understanding of what mattered to them. This ensured decisions always reflected the person’s preferences and promoted the highest possible quality of life.

Staff and managers knew people extremely well and advocated strongly on their behalf. For example, during a Covid outbreak, the registered manager took decisive action to ensure people received urgent medication when external access became difficult. This reflected an embedded culture of putting people first and removing barriers to safe, effective care.

Management and staff consistently went above and beyond to enhance people’s wellbeing. The registered manager shared examples where, through attentive listening, person‑centred planning, positive risk‑taking and close partnership working with other agencies, people achieved significant, and sometimes unexpected, improvements in their health and wellbeing after moving to the service. For one person, this included successfully achieving their long‑term goal of returning to live independently at home. Another individual was supported to plan every aspect of their end‑of‑life care and experience it exactly as they wished, including extensive involvement from their family and the opportunity to influence future care best practice.

People and their relatives spoke positively about the transformative impact of the care provided. One person told us, “I have never been anywhere where the level of care is as high as it is here. This home saved my life.” A relative described how their family member, originally receiving end‑of‑life care, experienced significant and unexpected improvement due to the dedication of staff and their collaborative approach with external professionals.

All the people and relatives we spoke with praised the quality of care provided and told us they would confidently recommend the service to others.