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. They actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Managers and staff discussed people’s care needs with them and how they wished to be supported in great detail. When people were unable to express their wishes, the service worked closely with relatives and friends, to understand what mattered most to people. This helped to ensure staff provided people with the most individualised care possible, which reflected their needs, preferences and routines. A person commented, “I’m very happy with the care, it’s very good. The carers know how I like things done.”

Staff and managers knew the people they supported very well and worked hard to ensure they received all the care and support they needed to experience the best possible quality of life. When people required specialist support from community healthcare agencies, this was arranged. Relatives told us staff updated them regarding any changes to their family member’s health and wellbeing.” A relative told us, “They [staff] are good at coping with [relative]. We feel lucky to have found a good care provider which can accommodate any changes in her condition.”

Many people told us the care they received had made a significant impact to the quality of their lives. They commented, “The carers have helped me to improve my walking” and “They enable me to be independent and remain at home. I like them all.” Relatives told us, “[Relative] is very keen on living independently and this care enables her to do so. The carers are very good. They are flexible about what they do” and “[Relative] was resistant to having carers coming into her home, but she’s accepted them because they respect her dignity and independence. They’re very good at getting [relative] to eat and drink. We could not be more pleased with the service.” This meant people were provided with care which resulted in the best possible outcomes for them.

The provider sought people’s feedback about the service during regular reviews and spot checks of staff performance. They planned to introduce regular satisfaction surveys to provide additional opportunities for people and relatives to share their views. People and their relatives praised the quality of care provided highly and told us they would not hesitate to recommend the service to others.