The Grange

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

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

This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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.

The provider promoted a culture which focused on respectful, person-centred care and understanding people’s individual needs. The service aimed to provide inclusive support, which reflected people’s circumstances, preferences and wellbeing.

People and their relatives spoke positively about the care provided and the approach taken by staff. One relative told us, “The service is very good, and we have recommended them to many people. The quality of care is excellent.”

Staff described a positive working culture where they felt valued and supported in their roles. They told us managers encouraged them to provide compassionate and responsive care and understood the importance of treating people with dignity and respect.

The service was led by managers who had the relevant skills, knowledge and experience to oversee the delivery of care. The registered manager was a registered nurse with 18 years’ experience working in care, which provided additional clinical knowledge and expertise within the service.

Leaders demonstrated an understanding of people’s needs and the environment in which care was delivered. Staff told us the management team was approachable and supportive, and they felt able to seek advice and guidance whenever required.

The provider promoted an open culture where staff felt able to raise concerns, share feedback and discuss issues relating to the service. Staff told us they were comfortable approaching the management team if they had concerns about people’s care or the way the service was operating.

Staff described managers as approachable and willing to listen. They demonstrated an understanding of the importance of reporting concerns and told us they would raise issues with managers or follow formal procedures where necessary. This helped support an open and transparent culture within the service.

The provider promoted equality, diversity and inclusion within the workforce. Staff told us they were treated fairly and with respect, and that their individual backgrounds, cultures and beliefs were recognised and valued within the service.

Staff completed training in equality and diversity and explained this supported them to work respectfully with colleagues and people using the service. Staff also told us managers were supportive and responsive when assistance was required.

One staff member said, “My manager is approachable, if I face any difficulties, as soon as I call she will help immediately. She will come straight away and assist me. I had a situation where one client had an incident and I called my manager and she came to help me immediately.” This demonstrated staff felt supported and able to seek help when needed.

The provider had systems in place to oversee the quality and safety of the service. The management team reviewed care delivery and monitored information about the service to help ensure people’s needs continued to be met. The provider completed regular care plan and medicine audits to ensure records were accurate, person-centred and reflective of people’s current needs.

The provider maintained up-to-date policies and procedures to guide staff practice. Staff told us they were aware of these and understood their responsibilities in areas such as safeguarding, infection prevention and control and medicines management. Staff said managers were available to provide guidance and support when needed.

The provider worked with external professionals and services to support people’s health and wellbeing. Staff told us they liaised with professionals involved in people’s care when required, including GPs, physiotherapists and psychologists, to help ensure people received coordinated support.

Staff explained that working collaboratively with other professionals helped them better understand people’s needs and provide appropriate care. They told us information was shared when needed to support continuity of care and consistent approaches to meeting people’s needs.

The provider promoted learning and continuous improvement within the service. Systems were in place to support staff development and encourage reflection on practice to help maintain the quality of care provided.

The provider maintained policies and procedures, which were reviewed regularly to ensure they remained current and relevant. Staff told us they completed an induction and ongoing training, which helped them develop the skills and knowledge needed for their roles.

Staff also told us they had opportunities to reflect on their practice through supervision sessions and team meetings. These discussions enabled staff to share learning from training, feedback and experiences within the service, which supported consistent approaches to care.

The provider sought feedback from relatives through regular phone contact and used this information to monitor the quality of the service and make improvements where required.