Grovelands

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 outstanding. At this assessment the rating has remained outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People and relatives were highly complementary about the care they or their family member received. A relative told us, “The quality of the caring is excellent with carers going above and beyond regularly.” They told us they had observed staff treating other residents with care and empathy, not just occasionally, but all the time.

People were relaxed, confident and comfortable in the company of staff and there was a mutual respect for each other. There was a calm, relaxed, friendly atmosphere where everyone was included and involved.

We observed extremely kind and compassionate interactions between staff and people. It was evident from people’s body language, staff had formed a caring, trusting relationship with them. Staff took extreme care to ensure people were treated with kindness and compassion. For example, where people were used to wearing makeup or jewellery, staff supported them to continue to do so. A relative told us, “My mum is always clean and well dressed.’’

Staff spoke about people they supported with affection. Comments included, “We can make such a difference. We just have to smile at someone and it changes their day”, “I am proudest of caring. We want them to live their life" and “Being able to make residents smile/happy. We have a laugh and giggle. Main thing is to make them smile."

A health care professional told us, “In the time I have spent there, I have witnessed care which is compassionate and kind and I have no concerns about any of the practice I have seen.”

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

Staff treated people as individuals and allowed them to pursue their dreams/desires. We were also told about how staff had supported people to take part in activities meaningful to them. For example, one person wanted to milk cows and another wanted to go on a zip wire. Staff had made sure both had happened. Another person wanted more peer company, so staff had taken him to a ‘Men's Shed’, which they say he ‘loved’.

The management team had received positive feedback about a person who had a respite stay at Grovelands. They had participated in an ‘around the world’ event, which included dressing up and listening to stories from different cultures and sampling food from other countries. The family said, “What we hadn't expected was the lift in her spirits when she returned home!”

People received exceptionally person-centred care that was tailored to their individual needs, preferences, and life experiences. Staff demonstrated an in-depth knowledge of the people they supported and consistently treated them with warmth, dignity, and respect. One person shared, “They know all about us, and when I had to go to the hospital for an appointment, they came with me. It was a great help as I experienced a ‘bit of a turn’, and they were there to help and make sure I got back safely. ”A relative added, “They are so good with everyone, they really ‘know’ about them too.”

Staff were passionate and deeply committed to the wellbeing of those they supported. Conversations with staff revealed a strong sense of pride and dedication in their roles. One staff member said, “I absolutely adore my job. ”This enthusiasm contributed to a highly cohesive and motivated team, which ensured consistent and high-quality care for people using the service.

Interactions between staff and people were consistently kind, respectful, and empowering. We observed staff supporting individuals in ways that promoted confidence and independence, based on a deep understanding of their personal needs. For example, one person was supported in the garden to engage in a meaningful activity that brought them joy and purpose.

Staff spoke with genuine care about the impact of their work. They told us the most rewarding part of their role was making people feel happy, cared for, and well looked after.

Visitors were welcomed warmly and without restriction. A relative told us, “There is no problem with visiting. I can come anytime, and I am always made welcome. The staff look after me as much as they do my wife. ”This inclusive approach extended the service’s ethos of care and compassion to families and loved ones.

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

Staff went above and beyond to support people with skills that enabled them to have more independence and choice in their lives. One person told us, “They also help with likes and dislikes and when they come to see me, they will sort out my wardrobe as they know where my clothes should go” and “So easy to ask. The team here are just great.”

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.

Interactions we observed between staff and people demonstrated relationships were extremely caring and compassionate. Staff ensured people’s privacy was maintained at all times and ensured people’s needs were responded to quickly, appropriately and in a very person-centred way. Staff knew people well and worked with them to reduce as much anxiety and disruption as possible.

We observed staff interacting with people in a very responsive and caring way. Staff truly understood people’s different communication methods and took action to meet their needs.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff consistently reported feelingvalued, respected, and well-supportedin their roles. The management team was universally described ascompassionate, approachable, and fair, with an open-door ethos that actively encouraged transparency, collaboration, and innovation. Staff felt confident to speak up, share ideas, and contribute to continuous improvement.

Teamwork was exemplary. Staff worked in harmony, supporting one another with professionalism and warmth. The registered manager proudly shared the service maintained afully staffed team, with many employees having dedicated years of service. This demonstrated high morale and job satisfaction.

Staff reported a strong sense of team cohesion. Comments included, “We all work so well as a team”, “Communication is brilliant”, “We all support one another” and “If I made a mistake, I would go to the manager, she's so good, very supportive.”

The provider also excelled in supporting staff through personal challenges, promoting a healthy work-life balance. Staff shared heartfelt examples of how the registered manager had offered compassionate support during difficult times in their personal lives.

Regular one-to-one supervision sessions were not only used to monitor performance but also served as a safe space forreflective practice, open dialogue, and personal development planning. This holistic approach to staff support contributed to a highly motivated, cohesive, and resilient workforce.