Grosvenor House Care Home

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• 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 had in-depth knowledge and understanding of the people they supported. They understood people’s abilities, what they needed support with and how to provide that support in a way which consistently reflected people’s needs, risks and preferences. Care plans and risk assessments were exceptionally detailed, providing staff with extremely specific information about people’s needs and routines. This resulted in highly personalised care which reflected what was important to people.

People described being visited by a small number of consistent staff and told us how important this was to them. A person told us, “I mostly see the same carers. They are all excellent.” A relative commented, “The carers are all absolutely lovely. Most of the time the same carers lookafter [relative]. [Relative] really likes them.” This meant people were consistently supported by staff they knew well, who they could build trusting relationships with.

Staff worked exceptionally hard to encourage and support people to remain as independent as possible. They encouraged people to make meaningful choices about their care whenever possible and retain control over their daily lives and routines. People told us, “The service is excellent. The carers support me to be independent. They’re good at organising things and will do any jobs I ask” and “[Relative] is fiercely independent and the carers achieve a good balance between independence and support. They encourage [relative] to do what she can.” This demonstrated a culture that promoted autonomy, empowerment and valued people’s right to live their lives as they wished.

We received consistently positive feedback from people and relatives, praising how kind and caring staff were and how staff respected their dignity. They told us, “The carers are all very pleasant and nice. I’m fond of all of them. I’m treated very well and my dignity is respected” and “The carers are very good. One of the male carers is fantastic, brilliant. He’s in a class of his own. The social contact the carers bring is very important to me.”

People and relatives described many examples of how they felt staff went above and beyond their duties when supporting people, by being flexible and completing additional tasks, such as returning library books and picking up groceries for people. A person told us, “I can’t fault any of them. They will do other things like pick me up a loaf of bread if I need it.” A community professional told us if staff were collecting fish and chips for people, they would contact other people outside of their visits, to see if they would like some. The care co-ordinator described how two close friends, who had not been able to spend time together due to ill health and reduced mobility, had been supported by staff to reconnect, become close again and have Christmas lunch together. This meant people were supported to maintain close relationships that were important to them, experienced a good quality of life and were happier.