Gracefield Health Care Limited (GHC) - 31 St Domingo Grove

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

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

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 ensured that people were at the centre of their care and treatment decisions, working in partnership with them to respond to any changes in their needs. Although some care plans did not always demonstrate clear involvement from people in their development, they were detailed and included individuals’ likes, dislikes, and what mattered most to them. Support was tailored to each person’s needs and adapted whenever required.

Staff knew people well, and for those unable to communicate verbally, staff were able to engage with them effectively. People’s rooms were personalised and arranged in line with their preferences. There were also photographs displayed within the service showing people taking part in activities together.

There was clear evidence of consistent referrals to appropriate health professionals. People had comprehensive care plans and risk assessments, some of which demonstrated direct involvement and input from other professionals supporting their care.

Daily records outlined the activities people engaged in, and communication records confirmed attendance at health appointments, supporting continuity of care.

Regular multidisciplinary meetings were held with the professionals involved in each person’s care. These meetings helped ensure that people’s needs continued to be met and enabled early identification of any required interventions or amendments to the support being provided.

The provider supplied appropriate, accurate and up to date information in formats tailored to people’s individual needs. People we spoke with told us they were happy with the support they received and felt well informed about their care.

Staff used a range of communication tools to ensure information was accessible to everyone. This included picture cards, visual aids and easy read documents to help people understand their choices and day-to-day plans. Information was also available in other formats where required, such as large print or simplified text, to support different communication preferences.

Communication between people living at the service, their relatives, staff and the management team was positive and effective. Relatives told us they were kept updated and felt confident raising any questions or concerns. Staff also described regular opportunities to share information, ensuring everyone had a consistent understanding of people’s needs.

The provider made it easy for people to share feedback, offer ideas, or raise concerns about their care, treatment, or support. Staff actively involved people in decisions about their care. Staff were encouraged to share feedback during team meetings; this approach helped the provider to understand what was working well and identify any areas for improvements.

A complaints policy was in place and regularly discussed during team meetings, so staff remained familiar with the process. In addition, a quarterly meeting was held to review any complaints received, identify learning, and agree on any required improvements. All complaints were appropriately investigated and responded to.

The provider made sure everyone could access the care, support, and treatment they needed without delay. Staff responded promptly to any changes in people’s health or wellbeing, ensuring timely intervention. People were supported to attend medical appointments. Staff either accompanied them or arranged appropriate transport when required, ensuring there were no barriers to accessing health care. Staff supported people with the medicines to promote safe and effective treatment.

Staff and leaders actively listened to people, especially those most at risk of experiencing unequal access, poorer experiences, or varied outcomes. They used this insight to tailor care, support, and treatment so it met each person’s individual needs and preferences. Where people had experienced discrimination, harassment, or abuse in the community, staff took proactive steps to support and protect them. This included helping people understand their rights, advocating on their behalf, supporting them to access safe community spaces, and working with external services when needed to reduce risks and promote inclusion.

People had personalised goals that reflected what mattered most to them, and these goals were reviewed regularly to monitor progress and ensure support remained appropriate. Staff recorded outcomes, adapted approaches when needed, and worked with people to remove any barriers that might limit their independence or wellbeing. For one-person, clear plans were in place to support their long term‑term goal of moving from 24‑hour residential care into a supported living placement.

People were supported to plan for important life changes and were given time and information to make informed decisions about their future, including at the end of their life. Staff worked with people to set personal goals that reflected what mattered to them, and these goals helped guide planning for their long-term needs and aspirations. Goals were recorded and reviewed regularly so staff could monitor progress and adjust support when people’s needs or wishes changed.

Where appropriate, end of life care plans were in place. These were developed sensitively and recorded people’s wishes so they felt confident their choices would be respected. People were also supported to plan for other future changes, such as moving from 24hour residential care to supported living. Staff helped break this into achievable steps and monitored progress to ensure the transition would be safe and successful.