The Grove -4

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question Requires Improvement. At this inspection the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

People and relatives were very positive about the kind and caring nature of the staff team. People were happy and relaxed being supported by the staff team. Staff knew people well as individuals and supported them to make choices about their support and be independent if they chose to be.

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.

People and their relatives spoke positively about their/ their family member's support and the kind and caring nature of the staff team. We observed staff speaking with people kindly and in line with the way they wanted to be communicated with. Staff respected people’s dignity and personal space. They made sure people were happy with what was happening and how they were being supported. People were happy and relaxed being supported by the staff team. One person described the staff team as ‘‘Yeah, they are good.’’. Another person signed to say they were happy with the staff supporting them. A relative told us, ‘‘I am very happy and comfortable with how [family member] is being supported. It is great they have the staff to help them, and I am very grateful for all of their hard work.’’

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff knew people as individuals and knew how they liked to be supported. They explained what people’s preferences, likes and dislikes were. We observed staff supporting people in line with their individual support needs as noted in their support plans. For example, one person was worried about their plans for later in the week and were constantly seeking assurance. Staff knew how to respond to the person and reassure them and as a result, the person felt much better. One person visually showed how happy they were when staff supported them to read books relating to their interests. People’s care plans detailed their likes, dislikes and preferences. A relative told us, ‘‘[Staff] have made the effort to get to know [family member] really well so they know how to help them with anything they need.’’

Staff supported people to be independent if they chose to do this. People’s care plans showed where people needed support and where they could be more independent. We observed staff supporting and prompting people to be as independent as possible where they chose to do this. For example, 1 person was helping pack the shopping away. People were supported to be in control and make choices about all aspects of their care. We observed staff offering choices to people such as what they wanted to eat or what they wanted to do whilst at home. Staff respected people’s choices. For example, 1 person chose to stay at home to watch some building works happening rather than go out for their planned activity at a local day service. One relative told us, ‘‘[Staff] are really good at offering a choice to [family member] as often as possible. They have learnt a lot of new skills over the last year or so as well. Things I did not know they could do themselves.’’

Staff responded to people’s immediate needs. People did not have to wait for support when they asked for it and staff were always on hand to support them. We saw people seeking reassurance from staff and this was supported at all times. A relative said, ‘‘I am secure in the knowledge [family member] has everything they need when they need it.’’

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff enjoyed working at the service and felt well supported by the management team. They had regular discussions and supervisions to discuss their job roles and any support they may need.