The Grange

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 service met people’s needs.

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

People received person-centred care which reflected their individual needs, preferences and routines. Care plans included information about people’s preferred ways of receiving support and the assistance they required. Staff told us they used this information to provide care in a way that was meaningful and responsive to each person.

People and their relatives described staff as flexible and attentive to their wishes and changing needs. One person told us, “My dad was in palliative care and they nursed him back to health.” People were supported to express their preferences and received care in a way that suited their individual circumstances.

The provider understood people’s health and care needs and sought to ensure support was delivered in a coordinated and flexible way. Care plans contained information about people’s individual needs, preferences and routines to help staff provide consistent care during visits.

Staff told us they worked alongside relatives and other professionals involved in people’s care when required. This included liaising with GPs and healthcare services, sharing relevant information and responding to concerns about people’s wellbeing. Staff also supported people to attend healthcare appointments when needed. This helped to promote continuity of care and ensure people received coordinated support.

The provider ensured people and their relatives had access to information about the service and the care and support provided. Information about people’s care needs, routines and preferences was recorded within care plans and could be discussed with people and their relatives when required.

People and their relatives told us communication with the service was good and they were able to contact staff or managers for advice, updates or to discuss any concerns. Relatives said they were kept informed about changes to people’s wellbeing and were involved in discussions about care when needed.

This helped people and their relatives feel informed and involved in the support provided. Care plans included guidance for staff on how to communicate with people, such as speaking slowly, allowing time for responses and adapting approaches to individual needs.

The provider sought people’s views about the care and support they received. People and their relatives told us they were able to share their opinions about the service and felt listened to when they raised questions, concerns or requests.

People and their relatives said staff involved them in discussions about care and took account of people’s preferences when providing support. One relative told us, “They [staff] talk to my [relative] while they feed him. They take into account his non-verbal communication.” This demonstrated staff recognised and responded to people’s individual communication needs when involving them in their care.

The provider also had a robust complaints policy in place, which outlined clear processes for raising, reviewing and responding to concerns in a timely manner.

The provider ensured people were able to access the care and support they needed at the appropriate time. Assessments were carried out before care commenced to ensure the service could meet people’s individual needs and provide suitable support.

Staff supported people to access healthcare and other services when required. Relatives told us staff assisted people to attend appointments, including GP and hospital visits, and supported them to access community services when needed. This helped to promote continuity of care and ensure people’s health and wellbeing needs were met.

The provider aimed to ensure people received equitable and inclusive care, which reflected their individual needs and circumstances. Care plans included information about people’s preferences, backgrounds and personal requirements to help staff provide support in a way that respected their individuality.

Staff completed training in equality, diversity and human rights. They told us this helped them understand the importance of respecting people’s protected characteristics and providing care, which reflected individual needs. Staff explained how support could be adapted to meet people’s cultural, religious and communication needs where required.

People were supported to consider future changes to their care and support where appropriate. The provider reviewed people’s care regularly to help ensure support continued to reflect their needs, preferences and circumstances.

Staff told us they worked with people and their relatives to discuss changes in needs and update care plans when required. Reviews were carried out both routinely and in response to changes in people’s health or wellbeing. Relatives confirmed they were involved in discussions about ongoing care and support, including changes relating to people’s health and mobility.