The Grange

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 service involved people and treated them with compassion, kindness,dignityand respect.

This was the first assessment for this service. This key question has been rated 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.

People and their relatives spoke positively about the way staff treated them. They described staff as caring, respectful and supportive. One relative told us, “They treat [relative] with dignity and kindness, we can go out and not have to worry at all because we know my [relative] is in good hands.”

Staff explained they aimed to provide care in a compassionate and person-centred way. They told us they respected people’s privacy when supporting them with personal care and took time to understand people’s individual preferences and routines. This helped ensure people were supported in a way that promoted their dignity and respected their individual needs.

The provider delivered care in a way that recognised people as individuals. Care plans included information about people’s needs, preferences, routines and backgrounds to help staff provide personalised support that reflected what was important to each person. Consideration was also given to people’s cultural needs, strengths and protected characteristics when planning care.

Staff told us they spent time getting to know people so they could understand their preferences and how they wished to be supported. They explained this helped them provide care in a way that was meaningful and appropriate foreach individual.

People and their relatives told us staff knew them well and respected their wishes and preferences when providing support.

The provider promoted people’s independence and supported them to have choice and control over their care and wellbeing. People were encouraged to make decisions about their daily routines and the support they received.

Staff told us they promoted independence by supporting people to make choices and remain involved in decisions about their care. One staff member explained this was achieved “by helping them and giving them choices.” People were also supported to access the community, attend outings and take part in activities when this reflected their wishes and preferences.

The provider ensured staff understood how people preferred to receive support so they could respond sensitively and appropriately during care visits. Staff described how they remained aware of changes in people’s presentation, mood or wellbeing and adjusted their approach to provide reassurance or practical support when required.

People and their relatives told us staff responded quickly when support was needed. Staff also explained they would report concerns about a person’s wellbeing to the management team or relatives so appropriate action could be taken without delay.

The provider supported staff wellbeing and ensured staff had access to guidance and support when required. Staff told us the management team was approachable and responsive, and they felt able to seek advice or assistance whenever needed. One staff member said, “They are very supportive of me. My manager really helps me and is always available.”

Staff described feeling supported in their roles through regular communication with managers and access to guidance when concerns or questions arose. This helped staff feel confident in delivering care and contributed to consistent support for people using the service.