The Grange Nursing Home

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 remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with professionalism and respect.

People told us staff were exceptionally kind and caring. One person said of staff, "They are all just lovely; everybody is so kind." Relatives praised the approach of staff and the care they provided. One relative told us, "The staff are amazing. The kindness and patience they have is admirable. I would not want [family member] anywhere else." Another relative described the care provided by staff as, "Second to none. They treat [family member] the way that we would treat her at home, that’s why we love it.”

Relatives said the caring approach of staff extended to families as well as people living at the home, which they valued highly. One relative told us, “The staff are brilliant, both to [family member] and to us as a family. They are so inclusive; they involve us in everything." Another relative said, “I was very impressed when [family member] had only been there 3 or 4 days and the staff were already calling us by name and welcoming us to come and have a coffee. They are very kind, they really care about the people and their families.”

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

Relatives told us staff showed an interest in their family members as individuals. One relative said of staff, "They are interested in people. They won't walk past without saying hello. They treat people like they would their own mum."

Relatives told us their family members’ cultural and religious needs were met. One relative said, “The pastor from our church goes in to give [family member] Communion. They do play Christian music, and the residents love singing along to the hymns. They also watch the big events like Remembrance Sunday.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and treatment. People told us they had choice and control over their lives. One person said, "I enjoy spending time in the garden when it’s nice; I can choose how I spend my time."

Relatives confirmed that staff respected their family members’ choices. One relative told us, “[Family member] often prefers to stay in bed; they encourage her to get up, but if she doesn’t want to, they respect that.” Another relative said, “The carers are very good, they encourage [family member] to go down to the lounge, but they do not insist.”

Relatives told us staff encouraged their family members to do things for themselves where they could. One relative said, "[Family member's] condition means it is getting more and more difficult for him to do anything for himself, but they encourage him to do what he can."

The provider 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.

Relatives said staff acted promptly to ensure their family members obtained the treatment they needed in a timely way. One relative told us, "A couple of weeks ago, [family member] complained of chest pains. They called an ambulance straightaway." Another relative said that when their family member had an infection, "They were on it very quickly and got him antibiotics."

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported and valued by the provider and the manager. They said they enjoyed working at the home and were treated fairly. The rota and shifts and were planned to ensure staff had manageable workloads and adequate breaks.