Grove Court

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question outstanding. At this assessment, the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 making sure people were at the centre of their care and choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The registered manager was highly motivated and demonstrated a strong commitment to ensuring people received high quality, person‑centred care at all times. People were supported to develop personal goals and aspirations for the future, and staff took an active role in helping them work towards these. This personalised approach was reflected in people’s feedback. One person told us, “[Activities staff] took me personally to the cinema to see Downtown as they knew I loved it so much.” This illustrated how staff went above and beyond to enable people to enjoy meaningful activities tailored to their interests.

The management team consistently promoted a person‑centred culture throughout the service. Important aspects of people’s wellbeing, such as food and fluid intake, were carefully monitored, and this information was used to guide ongoing reviews and make timely adjustments to care plans. Healthcare professionals also praised the quality of staff engagement and the attention given to personalised support. One professional said, “When [we] visit the home there is always a carer available, or someone makes themselves available to come with us when we assess and provide treatment so they can keep their records up to date with photos and care plans.” Relatives also shared positive experiences, highlighting the difference the approach had made to their loved ones. One relative said, “My [family member] moved to Grove Court last year having been in another care home… therefore we are able to make informed comparisons on all aspects of life in a care home… since they have been at Grove Court their [health] has improved no end at all due to staff understanding and having a proper regime of [care].”

People and their relatives confirmed they were consistently involved in decisions relating to the care and support they received. This involvement helped ensure care remained aligned with people’s preferences, wishes, and changing needs. A relative explained how communication and involvement were maintained, telling us, “We have a meeting coming up with [registered manager] shortly to check we are happy and we have had a very good meeting with the nurses to discuss her end of life pain relief recently.” This demonstrated that the service provided both planned and responsive opportunities for families to contribute to care decisions.

Care plans were comprehensive, up to date, and contained detailed person‑centred information. They showed that staff had worked closely with people and their families to capture their wishes, feelings, and what mattered most to them. People and those important to them were not only consulted but actively involved in shaping the care and support provided. The registered manager had identified that the existing care planning system needed replacement to better reflect the service’s values, and plans were already underway to introduce a new system designed to further promote a person‑centred approach. They told us, “I am going to organise further sessions of documentation training and correct wording with an emphasis of capturing the love they bring to [people]… I am going to share and celebrate excellent documentation to help others see the detail and warmth we would like to see.” This demonstrated a proactive commitment to continuous improvement and to ensuring that care records genuinely reflected the warmth, compassion, and individuality of the care being delivered

People told us they were exceptionally happy with the support they received. One person said, “I would recommend it here, you do exactly what you like, and I can ask and get it.”
Many relatives were equally as positive. One relative told us, “I would highly recommend Grove Court for its comfortable feeling, professional approach to [people], inclusion of [people] and family members in all activities and making [people] feel that is a home not an institution.” Another relative said, “I feel we were very lucky to have found a space for [family member] at Grove Court. It was such a worry when they were at home. Now that [family member] is at Grove Court I can relax a bit knowing [family member] is safe, well looked after and happy. I am honestly amazed and grateful for the level of care and respect [family member] receives from all the staff, it simply is wonderful.”

People consistently told us their individual and diverse health needs were recognised, understood and met in a personalised way. They were supported to attend appointments with other services when needed, such as GPs, dentists and hospitals. Staff followed any guidance recommended and provided timely information and feedback to professionals, such as the effect of medication changes or changes in an illness. This ensured people received coordinated and responsive care tailored to their specific needs. Multiple external healthcare professionals were exceptionally positive about the service and the quality of care provision.

People were supported by a dedicated, consistent core team of staff who knew them extremely well, which provided continuity of care. A key worker system was in place, which meant people had regular contact with staff who knew them well and could provide consistent, personalised support. Staff demonstrated a clear understanding of people’s varying conditions, communication styles, cultural backgrounds and day‑to‑day preferences. During our site visits we observed staff interacting with people in a therapeutic and meaningful manner, using a calm and patient approach that respected each person’s pace, emotional needs and individuality.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s individual communication needs were assessed and guidance provided for staff such as to communicate when people became sad or distressed. This enabled people to be active participants in their care if this was their wish. People were provided with information as to menu choices, activities, entertainment schedules and key events were shared with people via notice boards and newsletters.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There were multiple accessible ways for people and their relatives to express their views, including informal conversations with staff, scheduled meetings, written feedback and opportunities to speak directly with senior leaders. This openness created a culture where people felt comfortable raising even small concerns, knowing they would be treated with respect. Staff actively encouraged people to be involved in decisions about their care and ensured they were told what had changed as a result, helping people feel valued and listened to.

People and their relatives told us they knew the managers well and had confidence that their concerns would be taken seriously. Leaders were visible within the service and made consistent efforts to build trusting relationships with the people living there and their families. One relative told us, “All of the senior staff have their office doors open, unless in meetings, and are happy just to say hello or to discuss any aspect of [family member’s] life in the home. The manager seems to know all the residents well and always appears to be up to date with my [family member’s] situation.” This reflected a leadership approach rooted in genuine connection and a detailed understanding of each person’s needs.

Another relative said, “I have total confidence in [registered manager] and their senior leadership team, that [any concerns] would be dealt with speedily and professionally.” This demonstrated strong trust in the management team’s ability to respond effectively and ensure issues were resolved promptly. A third relative commented, “Myself and my siblings have raised concerns and complaints, and each was dealt with quickly and effectively.” This consistent theme of swift, appropriate action showed that families experienced the service as reliable and responsive.

There was a clear process in place to manage complaints should they have arisen, and evidence showed this was followed in practice. Complaints were investigated and responded to in line with the provider’s policy and procedures, and staff used outcomes to drive improvements. During the inspection we were aware of a complaint raised by a relative and found the registered manager was highly responsive. They adapted care arrangements straight away, including contacting an external healthcare team to enhance care and support. This immediate action demonstrated how feedback was valued and used not only to resolve concerns, but to improve people’s experiences and ensure care remained safe, personalised and of a high standard.

Overall, people benefited from a service where their voices were central to how care was delivered, and where leaders were committed to listening, learning and continually improving the support offered

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s needs were assessed before they moved into the care home to ensure that any adaptations or equipment required for their care were in place. Care plans provided guidance to enable staff to support people in a way that suits them whilst keeping them safe. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required and to ensure they could access the care, support and treatment they needed when they needed it.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Management and staff were trained in equality and diversity and understood some people may experience inequality. Staff ensured people were supported in a fair and consistent way, regardless of their needs or backgrounds. This was underpinned by the provider’s policies and values. People’s care needs were monitored and reviewed regularly to promote positive outcomes and wellbeing. Care plans contained information about what was important to people, such as family connections, social, cultural and spiritual needs.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People were supported to have a peaceful, comfortable and dignified end of life care in line with their wishes and national best practice guidance. End of life care plans were tailored to the individual. People’s relatives provided multiple examples of the service going above and beyond of their duty in supporting people and their relatives when providing end of life care. One relative told us, “I would 100% recommend this home to anyone as I think the emphasis is as much on ‘home’ as ‘care’. It is also reassuring to know that Grove Court works closely with [name]Hospice so [people] can stay in their lovely room for as long as needed.”

Staff described how the training they had received taught them the importance of enabling people to plan for their future and provide dignity in death. They also gave examples of how important it was to support the relatives of loved ones who had died. One staff member told us, “I ensure anticipatory medications are in place, symptoms are well managed, and care plans reflect the person’s wishes. We work closely with GPs and palliative care teams. Families are kept informed and supported emotionally.” Another staff member said, “End of life care is delivered with sensitivity and in line with [people’s] wishes. DNACPR/Respect form are clearly documented, and advance care plans are in place, we work close with the GP and the Hospice to ensure comfort, symptom control and dignity. Families are supported throughout and if they wish to spend time with their loved ones during the last days of life, they are welcome to stay, and a room will be provided for them. We have always received lovely feedback back.” A third staff member commented, “Recently we received compliments and appreciation from families for the excellent care provided by staff to [people] and their families during the most difficult times when their loved ones are at end of life. Families spend day and night with their loved once and the relatives are encouraged to share their fears and feelings.”

The service engaged with the local hospice and took part in an accredited certificate, underpinned by evidence-based practice, in end-of-life care for care homes delivered by the Hospice Education. As part of this work the Hospice Education team observed practice with care home staff across 7 visits. We were told how the training programme was well received by staff, both clinical and non-clinical and that there had been strong engagement from staff and that the service had successfully completed the programme and achieved accreditation in end-of-life care for care homes. The registered manager told us, “End of life care is approached with sensitivity and honesty. Conversations are carefully paced, preferences documented clearly and needs reviewed frequently with timely escalation to healthcare partners, so comfort and dignity remain central. We maintain a strong relationship with our local hospice colleagues, district nursing team and GP services to forge a cohesive approach to supporting our [people] at this stage of their lives.”

The deputy manager told us, “Our care home partnered with Hospice Education, a renowned organization with over 30 years of experience in palliative and end-of-life care, to achieve the Hospice Education Accredited Certification. This certification is a quality mark that demonstrates our commitment to providing professional standards in end-of-life care. The program is designed to improve practices, raise care standards, and validate staff knowledge, skills, and awareness in delivering dignified and symptom-managed care.”