Grosvenor House

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

People told us they were treated with kindness. One person said, “They are kind and some of the staff are wonderful.” A further person told us, “They are all very nice, but I think that is down to [the registered manager] when she interviews them.” A relative said, “They (staff) are all quite inspirational. Staff are very charming.”

Staff supported people with kindness and compassion. They knew people really well and spoke about them with kindness. We observed staff supporting people in a way that ensured people’s dignity was maintained, taking into account individual preferences and choices. Staff told us how they supported people with personal care. One staff member spoke about a person who liked to remain independent but would accept support when they needed it. The staff member explained how the person’s wishes were respected and support was provided to maintain the person’s dignity. The staff member said, “If [name] isn’t at work, then we will offer our support and provide it in a way the person wants. We respect they want to maintain their privacy in this way.” Care plans reflected how people liked their privacy to be maintained.

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.

People were treated as individuals. One person told us, “They (staff) are very nice and tell you that it is your home.” Care plans reflected people’s needs and wishes. Staff supported people in a way that demonstrated their knowledge of the person and met each person’s needs. People were supported to make their own choices and decisions, and staff used their knowledge of people to guide and direct when required. Staff were able to tell us about people as individuals, their personal history and individual care and support needs. Staff used this information to support people when offering and making choices and general engagement throughout the day.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make their own choices and decisions, and staff used their knowledge of people to guide and direct when required. One person said, “Regular staff know me and what I need but do always ask. If you can do it then you should. I do my shower and dress. If I need towels I ask and they get them.” Care plans included details of what people could do themselves and where they needed support. People were encouraged and supported to maintain and improve their independence. Some people went out independently, and this was encouraged.

Staff offered people choices, allowed them time to make decisions and change their mind. They were able to decide what time to get up, how to spend their day and what they would like to eat. People chose what they would like to eat for each meal. There were two options for the main meal with a range of other options if people did not like what was on offer. One person said, “You can have a salad, baked spud, meat course and veggie course. Staff will go out of their way to do something for you. If I'm hungry, day or night, I'd just ring and they would get me something.” Another person told us, “Food is excellent. Too good really. I have put on weight since I've been here. I have all my meals in my room. I don't like going to the dining room. They bring you a menu which you fill in for the next day.”

People were supported to maintain their own interests and hobbies. There was also an activity plan which was developed with people to reflect their interests. This included group and individual activities, with people encouraged and supported to take part in activities of their choice. One person said, “I can occupy myself. I don't make use of the activities here. I do have a sheet each week which says what they are doing, arts and crafts and various things.” Another person told us, “You need a carer; but they will take you round the garden, and we go and sit on the seafront. A member of staff will take you down for bingo sessions which I love doing.”

People were supported to maintain contact with family, friends and people who were important to them. Visitors were welcome at the home at any time.

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.

Staff understood people’s needs and how to meet them. Staff were responsive to people’s requests for help, and we saw call bells being responded to quickly. People told us staff responded promptly to requests for help. One person said, “I have a call bell around my neck to call if I need help. They do come as quickly as they can.” Staff used their knowledge of people to identify changes in their needs. They noticed when people were anxious or distressed and responded promptly. One person appeared distressed, staff responded promptly and were able to identify the reason for the distress and offered the appropriate reassurance. Some people were feeling unwell with the possible start of a cold. One person requested an over-the-counter medicine. Staff contacted the GP to ensure this was safe for the person to take. They then purchased some from the local pharmacy to give to the person. For other people staff made lemon and honey drinks to help ease their symptoms and help relieve symptoms of discomfort.

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

Staff feedback was generally positive. One staff member told us about their concerns, including a lack of support. We raised this with the registered manager, whilst maintaining the staff members confidentiality, as an area to be mindful of and review across the staff team. Other Staff told us they felt part of a team and their well-being was considered. One staff member said, “We’re well supported, by management and staff.” Staff gave us individual examples of how their wellbeing had been supported, through flexible working and the compassionate attitude of the registered manager. Staff told us they could speak to the registered manager at any time and knew concerns would be taken seriously and remain confidential. All staff told us they enjoyed working at the home, comments included, “I love my job” and “Best job ever.”

Staff told us they were supported to develop their confidence, knowledge and skills. One staff member told us about the opportunities they had been given to develop and progress within the service. They said, “It’s the best, I’ve gained so much knowledge, I feel involved and have learnt a lot.”

There was a system in place for regular supervision. Staff felt confident to discuss any issues with the registered manager.

The provider was aware of the importance of supporting staff well-being and ensuring staff felt valued. There was a staff room, where staff could spend time away from the service during their breaks. Staff had meals and drinks provided while at work. The provider had identified services that may offer support to staff, in their personal lives. This information was available for staff and displayed in the staff room. There was a provider led initiative to engage staff and improve well-being across the whole organisation. Staff, who wished to participate, recorded how far they walked daily. This was added up across the provider organisation in an attempt to ‘walk to the moon.’ At the time of the inspection, we were told they were over halfway there.