Grosvenor Lodge

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 Good. At this assessment the rating has remained good. Good: This meant people’s needs were met through good organisation and delivery.

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 made 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 people’s needs. Relatives told us how they provided information and background history that contributed towards peoples care plans. Staff told us: “We provide person centred care, it’s all about them as individuals. The key worker system really helps with this. We know the residents inside out.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. One person told us: “‘There is a young girl that coordinates the activities – she is very nice. She always finds something for us to do and puts herself out.” Staff told us: “We provide good continuity of care. We cover each other if anyone goes off sick and we have a regular staff team.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. One person told us: “‘There is a young girl that coordinates the activities – she is very nice. She always finds something for us to do and puts herself out.” Staff told us: “We provide good continuity of care. We cover each other if anyone goes off sick and we have a regular staff team.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff told us: “We learn what people want and the best way to communicate with them. One person is non-verbal, but through gestures and expressions, we can communicate with each other easily.” Information around the home was displayed on how to complain and there was a suggestion box. All information was available in different formats to meet people’s needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Staff and resident meeting were held regularly. Staff told us: “There are regular meetings, we get asked our views on things.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home supported people to attend appointments and used services such as the community optician or dentists who visited the home to see people for their appointments. One person told us: “‘I have been out a few times on the electric bike, we go down to the seafront, and we won at bingo yesterday and i won a bar of chocolate!” Another person told us about the Christmas party: “It was the best party I have ever been to! Everyone got dressed up, it was packed in here! Amazing! Singing, dancing, karaoke.”

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. The home used a community service that visited the home regularly and supported people to play chair football and golf, feedback from people and their relatives was positive about how people were able to get involved, get moving and have fun.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. End of life plans and wishes were detailed in people’s care plans. Staff told us: “We discuss end of life care when people move in, but we also respect that people can change their mind about what they want, so we keep it under review.”