Grove Park

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 Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Care plans contained people’s personal information, which was used to guide staff on delivering person centred care. Some care plans contained conflicting and incorrect information, for example around the use of blood thinning medicine. We raised these issues with the manager, who acted swiftly to review the care plans we saw. The manager told us that the reviewing and updating of care plans was a ‘work in progress’ and we saw that systems had been put in place to routinely review update people’s care plans where required.

People told us that staff new them well and they had been involved in developing their care plans in line with their needs and preferences. One person told us, “I get on well with the staff, I can’t fault them. They spoke to me about my care plan.”
A member of staff said, “The care plans contain people’s choices and how they want things done. We regularly read them.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We could not get direct feedback from people in relation to care provision, integration and continuity. However, staff understood people’s cultural needs, for example, people were supported with their faith.
The manager told us, “We have representatives from local churches come in and give services. They also come and see people on an individual basis.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they were provided with the information they needed about their care and support and had access to systems that allowed them to communicate more effectively.

Staff and leaders confirmed people’s needs to have information in an accessible format was assessed and recorded. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard. Staff confirmed they supported people to access and understand information relevant to them.
Polices such as safeguarding and complaints could be provided to people in formats which were accessible for them. If required, people were able to use alternative forms of communication in their care plans and risk assessments to ensure their understanding, for example, by the use of pictorial information or large print.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People said they would speak up if they had any concerns and were confident they would be listened to. A relative told us, “I think they’d act on anything we raised with them.”

Feedback from staff and leaders confirmed they actively listened and involved people. They described how they communicated with people in a way they understood, and which was meaningful to them. The manager explained the formal complaints procedure to obtain people’s feedback. Staff knew about the complaint's procedure. Staff told us they would take complaints seriously and follow the provider’s complaints procedure.

Processes were in place to ensure people’s voices were heard. There were opportunities for people to make a complaint or feedback to staff at any time. Any concerns raised were treated professionally and as an opportunity to learn.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Feedback from partners confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We could not get direct feedback from people in relation to equity in experiences and outcomes. However, feedback we received from staff and documentation we saw showed that people, sometimes with support, were in control of their care.

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

Care plans contained information about how people’s social, cultural and spiritual needs should be met. Training records showed staff received equality and diversity training which helped them to understand discriminatory behaviours and practices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to plan, so they could have enough time to make informed decisions about their future, including at the end of their life. The service worked closely with the local hospice team to ensure people’s end of life support needs were met. The manager told us, “I am passionate about end of life care. We want to maintain dignity and for people to be comfortable.”