Grove Court

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 assessment we rated this key question good. At this assessment, the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We saw compassionate, warm and supportive interactions between people and staff throughout the inspection. Staff treated people with respect and patience, demonstrating consistently that people’s dignity was central to the way care was delivered. Staff took time to speak with people sensitively, offered choices wherever possible, and ensured individuals were supported in a way that protected their privacy and promoted independence. We observed staff approaching people in a gentle and unhurried manner, showing genuine interest in their wellbeing and personal preferences. People clearly felt comfortable in the presence of staff. One person told us, “The staff are very kind, they have lots of patience.” Another person told us, “Staff are very caring and conscientious.”

People’s relatives also gave positive feedback about the care their family member received and the caring and considerate approach of staff. Relatives consistently described staff as compassionate and respectful, emphasising that the team supported their loved ones in a way that upheld dignity and created a sense of security. They felt the staff’s attentive and person‑centred approach had helped their family members settle well into the home. One relative said, “They have been so kind, the care is very consistent, [family member] has the same carers and they know us. They are very genuine, they know what [family member] likes, they have made the decision for care easier for the family.” Another relative said, “I often see the carers sitting and chatting and having coffee with [people] to settle them. It’s a ‘top down’ thing and they are not pacifying relative; it is obvious they are taking time for [people]…the level of care is there. We say that it’s worth the money knowing [family member] is given kindness and consideration and is looked after.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were treated in a way which was unique to them, with care that was shaped around their strengths and aspirations and reflective of them as an individual. Staff knew people exceptionally well and took specified time each day to see how people were and what support they needed. People’s individualities were celebrated, including relationships which were important to them.

The provider was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in their needs.

People received outstanding person centred support from a committed staff team who provided holistic care ensuring protected characteristics were fully respected and considered. The service was guided by a strong ethos that everyone mattered, and all had an important part to play in making a difference to people’s lives in developing connections and personal relationships that build a nurturing and supportive environment for people and their relatives.

There was a strong focus on providing personalised and meaningful activities tailored to people’s preferences. Dedicated activities staff were employed to deliver a broad range of personalised recreational, engagement and enrichment sessions. Activities staff demonstrated a passion and commitment to person-centred practice, ensuring people had ample opportunities to support both their physical health and mental wellbeing. One person told us, “We did flower arranging in a teacup, it was so therapeutic as we got the bits of nature from the garden. The staff also took me to the pantomime in the minibus. We do armchair exercises to music with long bands, every day there are activities including Saturday and Sunday.” Another person commented, “For winter Olympics we are doing console computer games, I love the activities such as the quizzes. For Chinese New Year we had a talk about that then had a meal. The chef here is unbelievable.”

Relatives described care that was responsive and tailored to each person’s individual needs, preferences, and circumstances. One relative told us, “[Family member] very much enjoyed a talk about Suffolk birdlife, a particular interest. For us, the social activities on offer are particularly important, as my [family member] is very able and willing to participate and I am keen that they have opportunities for some social interaction each day. As [family member] is bright and able, it is good that [activities] are addressed not only to those who may be more cognitively impaired, or any assumptions made in that respect.” Another relative commented, “I would like to particularly highlight the activities schedule. A lot of thought clearly goes into this with a wide variety of interests catered for and the cerebral element is high which is so welcome. I would also mention how warm every member of staff we have come across has been and their reaction to [family member] everywhere they go, it's like being with a celebrity.” A third relative told us, “Amazing activities, really great. There are interesting and different things in the calendar such as a talk on polar bears which was like watching David Attenborough.”

People described how they were able to maintain relationships with those who mattered to them and avoid social isolation. One person told us, “They do very well, it is comfortable with a lot of activities which keeps one from the feeling of isolation, it is not a lonely place. It depends if you want to be involved. I am involved in the arts, Scrabble and sketching. We had an art exhibition and sold quite a few pictures and raised money. We’ve got another one this year, I do enjoy it. I never sketched before but did painting, it is very important to me. The activities keep us ‘switched on.” A person’s relative described how they were supported to maintain their relationship with their spouse at the care home. They told us, “I have been told I can go in 24/7… I leave after 8pm when the door is closed and I find staff to let me out, that is not a problem. We might be watching a match together on the TV and watch to the end, I just buzz and [staff] let me out. All 3 [activity staff] are lovely with [family member], they have gone in the minibus to music events. I went too to the seaside front, and I walked along the front and we got ice creams.”

People were supported in a way that upheld their privacy and dignity. People were always asked first before any assistance was given and staff offered lots of time for people to make choices.

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. People were actively involved in decisions about their day to day lives.

Staff and leaders demonstrated a strong understanding of people’s personal histories and what was important to them. Care planning was in place to help staff to understand what was important to people.

Community links were strong and added to the comprehensive variety of activities available. One person told us, “Activities are very varied, lots of music, they initiated music therapy, a couple of boys come in and play. It attracts a lot of people and encourages people out of their rooms to enjoy things and mix with other people.” Another person said, “They keep us well entertained, it is a lovely big place.”

Staff took the time to really get to know people and to ensure they had a vast range of activities that helped them maintain interests and skills and promoted people’s independence and well-being. Staff also respected where people wanted time to themselves. One person told us, “They practice independence here, they encourage you and have activities every day, including Saturdays and Sundays, they encourage you and you get involved.”

People told us staff supported them to remain as active and independent as possible. A person told us, “I shut my door to my room all the time, people knock before coming in.” Another person said, “I have a rise and fall chair, and they say if you can’t get out, we will help but you try first and now I can do it myself. They are caring for me, and they are there for me but always promoting independence with a nice way.”

The provider was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed genuine interactions between staff and people, which demonstrated relationships were caring and compassionate. This enabled staff to anticipate and meet people’s needs quickly which helped to mitigate people’s discomfort and distress.

Interactions showed staff and people knew each other well, enabling quick responses, particularly for those with limited or alternative communication methods. We observed staff responding promptly to people and offering reassurance to people displaying anxiety or distress. Staff were patient and kind, taking time to sit with individuals. A relative told us, “I did not realise how good the care would be there with the socialising, intimate care and seeing people. The experience there has been very positive, and Grove Court has become my second home. When [family member leaves] I will miss having [Grove Court] in my life.”

Where people had limited communication skills to communicate verbally, we observed genuine interactions between staff and people, which demonstrated relationships were caring and compassionate. A relative told us, “It is 5 star and outstanding. [Family member] has lots of health issues and they care and are supportive, it is like a 5 star hotel. They are gentle with [family member] and inform me of even minor problems. The atmosphere is friendly and kind. Some people may be crying, and staff treat them well, they open the door and spend time with them.”

Call bell systems were discreet and effective, and staff told us how they had to respond within a set period of time. When someone pressed their buzzer, an alert was sent to staff’s handheld devices rather than sounding throughout the home. This ensured staff were aware of support needs without causing unnecessary noise for others.

The provider cared about and promoted the well being of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us, “Team members who demonstrate our values ‘Bring Love, Welcome All, Inspire More and Act with Purpose’ are recognised through employee of the month and special days such as Men’s Health Awareness Day, we also have organisational Golden Hearts nominees here at Grove Court.”

Overall staff told us they felt valued and supported by management and benefited from good teamwork. One staff member told us, “Managers are visible and do a walk around the home. All managers have a "doors open approach” they see you and always have a smile.On a personal note,the managers at Grove Court are fantastic and supportive. On days where I have struggled,they have always supported me and given me reassurance. 100% I feel management are supportive.”

Systems were in place to support and promote staff well being and development. This included regular supervisions and appraisals. A member of staff told us, “I receive regular training, and supervision to help improve my skills.”