Greenhurst Care

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 changed to good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 82 (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 treatment choices and in how they worked in partnership with people to respond to changes in need.

Care planning went beyond identifying needs and focused on who the person was. Care plans included detailed life histories, relationships, routines, interests, communication preferences and what mattered most to people in their daily lives. For example, one person’s care plan reflected fluctuating capacity linked to infections and gave clear guidance for staff to assess how the person was on each visit and adapt support accordingly, rather than delivering fixed or task-based care.

People were not passive recipients of care. Records showed people were actively involved in decisions about how and when care was delivered, with consent sought at every visit and preferences consistently respected. Staff promoted independence wherever possible, such as supporting people to self-manage medicines with prompts, maintain hobbies, and remain connected to their community. People regained relationships that were important to them and improved people’s well-being. Carers were deliberately matched to people based on shared interests, for example gardening, which helped build trusting relationships and meaningful engagement rather than functional care.

This demonstrated care that was personalised, responsive and consistently shaped around people’s identities, wishes and outcomes, not organisational convenience.

The provider worked collaboratively to support a person to return home safely following a hospital stay. They coordinated with the hospital discharge team, occupational therapists and equipment providers to ensure appropriate equipment was in place, including a profiling bed and hoist. As the person's needs and preferences changed, the provider worked with occupational therapists and equipment services to review the home environment and safely support the person's wish to return to their bedroom and usual routines. This demonstrated a flexible, person-centred approach that promoted continuity of care, dignity and independence.

The provider understood people's diverse health and care needs and worked effectively with health and social care professionals to ensure care was joined up, flexible and promoted continuity. An occupational therapist said, “In all my interactions with them, I have found their staff to be professional, approachable, and consistently kind to the patients we jointly support.” People received timely support when their needs changed, helping them to remain safe and well at home.

Records showed staff sought medical advice promptly when people's health presentations changed. This included liaising with GPs, district nurses and other healthcare professionals to ensure people received the right support at the right time. Assessments involved collaboration with hospital teams, occupational therapists and equipment services, and families were involved in decisions about care arrangements and changing support needs. Another health professional said, “Not only do they attend to all the clients needs physically, they show compassion, comfort and support emotionally too.”

The provider considered developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People were supported to receive and understand information in ways that promoted their involvement, independence and ability to make informed decisions about their care.

The registered manager explained that people received a service user guide and information packs, either by email or post, which included clear details about the support provided, visit times and costs. Care planning documentation contained clear contact information, including office opening hours and out-of-hours support arrangements, ensuring people and their representatives knew how to access assistance when needed.

The provider assessed each person's communication needs before care started and reviewed these throughout their care. People were asked how they preferred information to be shared, including by letter, telephone, email, face-to-face discussion or through their next of kin or legal representative. Information governance arrangements, including consent to share information and how personal information would be used and stored, were clearly explained and documented within care records.

Communication needs were recorded in line with the Accessible Information Standard and information was adapted to meet individual preferences and abilities. For example, the provider used written prompts, diaries, whiteboards, large-display clocks and voice-activated technology to support understanding and independence. Staff gave examples of supporting a person with hearing loss by checking and maintaining their hearing aids and helping a person who could no longer read a newspaper independently by reading it to them each day. Technology was also used innovatively to improve access to information, including setting up voice-activated reminders to support people with taking medicines and maintaining hydration.

People received weekly rotas in their preferred format, either as a printed copy or displayed on a whiteboard in their home. These clearly showed which care worker was visiting and when, helping people feel reassured and able to plan their day. Families also received this information, enabling them to coordinate visits and other arrangements around care schedules. A 2026 quality assurance survey showed all customers knew how to raise a complaint, demonstrating people understood the information provided to them and how to access support when needed.

The provider actively encouraged people to share their views and experiences and consistently demonstrated that feedback was used to improve care and support. People were listened to, involved in decisions about how their care was delivered and confident that any concerns raised would be acted upon.

The provider responded quickly and proportionately when concerns were identified. For example, when one person reported difficulties with a member of staff due to a clash of personalities, the registered manager personally provided care while alternative arrangements were agreed. Records showed the person was fully involved in resolving the issue and was satisfied with the outcome. This demonstrated a culture where people felt safe to speak up and knew their concerns would be taken seriously.

Feedback was provided in a variety of ways, including through informal conversations, emails, cards and annual quality assurance surveys. Feedback was not only collected but used to drive meaningful improvements. For example, following comments from people, the provider reinforced the use of staff identification badges and amended the timing of care calls to better reflect people's preferred routines. People told us they felt listened to and were confident that any issues raised would result in action.

The provider also showed a strong commitment to learning from feedback. During a recent quality assurance process, some people raised concerns about the timing of lunchtime visits. The provider contacted those affected, listened to their experiences, apologised where visit times had not met expectations and explained the actions being taken to improve scheduling. As a result, lunchtime visits were adjusted to better meet people's preferences. This responsive approach helped people feel heard, respected and informed. The impact of these actions was reflected in the provider's 2026 quality assurance survey, where all respondents said their carers listened to them.

Relatives consistently described the provider as responsive and communicative. One relative told us they felt "very reassured" and confident that any concerns would be addressed. This showed feedback was embedded in day-to-day practice and used to continuously improve people's experiences of care.

The provider ensured people experienced exceptionally high levels of equity in access to care, with proactive and flexible approaches that removed barriers and enabled people to receive support in a way that met their individual needs and circumstances.

Assessments were highly responsive and tailored, taking place in people’s homes or in hospital to avoid delays in care starting. This meant people could access support at crucial points, including safe and timely discharge from hospital, reducing risks and enabling people to return home sooner. A person was able to leave hospital and live independently in their own home with support from the agency, which was something they were proud of.

The provider demonstrated a strong understanding of people’s communication, sensory and personal needs from the outset. Assessments explored how people wished to be addressed, their communication preferences and any sensory impairments. Staff adapted their approach to ensure people could engage fully, for example introducing themselves clearly for people with visual impairment and allowing additional time and reassurance for those with hearing loss or cognitive changes. This meant people felt confident, understood and able to participate in decisions about their care.

Barriers to accessing the service were actively identified and addressed. Where the office environment was not accessible, alternative meeting venues were arranged locally so people with mobility difficulties were not excluded. Information was shared in ways people couldunderstand, including verbal explanations, written materials and practical demonstrations, enabling people and relatives to make informed decisions about care.

The provider used creative and personalised approaches to extend access and independence. For example, assistive technology such as voice-activated reminders supported people living with dementia to manage their medicines and hydration independently, reducing reliance on additional care visits while maintaining safety.

These approaches had a significant positive impact on people. People were able to access care when they needed it, remain in their own homes, and stay involved in their care regardless of communication needs, sensory impairment or changing health. This demonstrated a service that did not expect people to fit into standard models, but instead adapted to ensure equitable, timely and person-led access for all.

The provider made sure people experienced positive and consistent outcomes by tailoring support to their individual strengths, preferences and circumstances. Care planning included personalised risk assessments and guidance that reflected people’s needs, including their mobility, communication requirements and risk of falls.

People were supported to achieve outcomes that mattered to them and to remain involved in their communities. This included support to access local activities, faith communities and community outings. Staff used people’s preferences to shape the support they received, such as matching carers with shared interests and helping people maintain contact with friends, with their consent, to reduce social isolation.

The provider demonstrated a person-centred approach when supporting one person through their breast cancer journey. Care was adapted as their physical and emotional needs changed during diagnosis, treatment and recovery. Staff encouraged prompt access to healthcare, involved the person’s family and increased support when additional care needs arose. Staff identified signs of infection following surgery and acted quickly. On one occasion, a care worker remained with the person beyond their planned visit while they waited for paramedics, helping to ensure they received timely medical treatment. Following discharge from hospital, staff continued to support the person to attend follow-up appointments. By responding flexibly to changing needs, removing barriers to healthcare and adapting support as circumstances changed, the provider helped the person achieve positive outcomes and remain safe and well supported at home.

The provider worked in partnership with relatives, GPs, district nurses, therapists and other professionals to anticipate changes in people's needs and respond at an early stage. For example, staff identified a person aged 100 had experienced a series of falls when getting into bed. Although the falls had not resulted in injury, staff recognised the potential risk and arranged an early review. Following discussions with the person and their family, an additional evening call was introduced to support with changing into nightwear and transferring safely into bed. An occupational therapist was also involved to consider future equipment needs. Following these interventions, the person experienced no further falls and told staff they felt more confident and reassured during their evening routine as well as being able to remain in their own home as they had wished.

People and relatives consistently told us support changed in response to people's evolving needs. One relative explained how care had gradually increased as their family member's mobility declined, enabling them to continue living safely and happily at home. As a result, people experienced continuity, stability and reassurance about their future. They remained involved in decisions about their care, had their preferences respected and were supported to remain independent and live in their own homes for as long as possible.

The provider gave people personalised support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Care was planned proactively with people, their relatives and partner organisations to ensure people remained in control of decisions and achieved outcomes that mattered to them.

Care plans clearly recorded people's goals and aspirations, including maintaining independence, remaining at home and reducing reliance on support where possible. Staff reviewed these regularly and completed spot checks to monitor progress and ensure care continued to reflect people's wishes. Where people wanted to remain independent, staff adapted support and used prompts and assistive technology to maximise people's skills and avoid unnecessary increases in care.

People were supported to make informed decisions about their future care, including end of life wishes. Records showed people's preferences were clearly documented and respected. This included wishes to remain at home and avoid hospital admission where appropriate. Some people had completed Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) plans and do not attempt cardiopulmonary resuscitation (DNACPR) decisions, ensuring professionals involved in their care understood and respected their choices.