Grosvenor House Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

This means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were safe and protected from avoidable harm.

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 demonstrated an effective safeguarding culture. Management and staff focused on improving people’s lives while ensuring they were protected from bullying, harassment, abuse, discrimination, avoidable harm and neglect.

Leaders managed safeguarding incidents appropriately. Where incidents highlighted that improvements were needed to the provider’s processes and staff practice, appropriate action was taken and support was provided. Lessons learned were shared with staff. The provider ensured staff had completed safeguarding training and staff understood the action to take if they suspected abuse or neglect was taking place.

The provider ensured people were supported in line with the Mental Capacity Act 2005. People’s capacity to make decisions about their care was assessed and when they were unable to make decisions, their family members were consulted to ensure any decisions made were in their best interests.

The provider worked well with people to understand and manage any risks to their health and wellbeing. Staff provided people with care which met their needs, was safe, supportive and enabled them to do the things that mattered to them.

Detailed care plans and risk assessments which reflected people’s needs and risks were in place, to guide staff on how to support people safely. They were reviewed regularly and updated when people’s needs or risks changed.

People and relatives felt staff provided safe care. A person told us, “The care is safe. I’m just unsteady in the mornings, and they come to ensure I get dressed and started safely each day.” Relatives commented, “The care gives us peace of mind that [relative] can live safely and independently. We have no safety concerns” and “[Relative] has to be hoisted, and the carers are fully trained on using the equipment. The carers spot any safety issues, which are flagged with family members and agreement reached on action to be taken.”

Records showed that staff and managers contacted community healthcare agencies, such as community nurses, when people needed specialist support to manage risks to their health and wellbeing.

The provider made sure there were enough qualified, skilled and experienced staff, to provide people with safe care which met their needs. Staff received effective support, supervision and development.

Everyone we spoke with told us staff visited on time and stayed as long as they should. A person told us, “The carers usually arrive on time, and they phone if they are delayed.” Staff rotas and the provider’s records of visit monitoring confirmed staff visited people on time and stayed for the agreed duration of the visit and often longer.

The provider followed safe processes when recruiting staff. They completed appropriate safety checks before staff began working at the service, to ensure they were suitable to support people in their homes. Staff completed appropriate training, which was updated regularly, to ensure they could support people safely and meet their needs. People and relatives spoke positively about staff, who they felt were capable and competent. A person commented, “They (staff) are skilled and competent. I have no concerns at all.”

Managers supported staff well. Staff received regular supervision, yearly appraisals and told us they felt valued and well supported. They commented, “Management are great. Staff are really well supported in terms of work and their personal life” and “They’re the best care company I’ve worked for. I feel safe, secure, well supported and valued.”