The Grove Care Centre - Thurnscoe

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 good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (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 their family members told us staff were exceptionally caring and frequently went the extra mile. Families spoke warmly of the atmosphere, describing The Grove Care Centre -Thurnscoe as ‘like a family’ and ‘the least institutionalised home in the area’. Relatives consistently reported positive experiences, highlighting both the professionalism and compassion demonstrated by the team. One relative told us, “The staff treat my relative extremely well. Good care delivered really well. I’m a nurse and can judge good care when I see it.” Another described the environment as “Excellent service, good vibes. The staff are very attentive.” Feedback also emphasised the caring and supportive nature of the staff, with 1 comment noting, “The care is excellent. The staff can’t do enough.”

Staff consistently treated people with kindness, empathy and compassion, and upheld people’s privacy and dignity at all times. During the inspection, interactions between staff and people were consistently positive. People appeared relaxed, sharing friendly conversations while staff took time to listen and understand people’s individual needs.

The provider fostered a culture of empathy, supporting people, families and staff through periods of ill health or bereavement with shared acts of kindness. When people showed signs of distress, staff worked with them to understand the cause, offering calm reassurance until they felt settled.

Staff wellbeing was actively monitored, helping to build resilience and enabling staff to respond compassionately even in challenging situations.

People’s privacy and dignity were respected through practices such as discussing confidential information in private, knocking on bedroom doors before entering, and supporting people discreetly during personal time or activities.

People living at the service and their relatives told us staff were kind and caring. Comments included, “The lasses [staff] are wonderful.” Another person said, “I would give the service 12 out of 10, there is not a thing wrong with it [the service].”

Staff displayed a kind and caring attitude throughout the inspection. They clearly knew people well and had developed positive relationships with them. Staff told us, "It’s like one big family.”

Staff were respectful of people's privacy and dignity. They knocked on doors and called out before they entered bedrooms or toilet areas. The provider also had systems in place to ensure people's personal information remained confidential. Confidential information was securely locked away it could only be accessed by staff who needed to see it.

The provider treated people as individuals and excelled in ensuring their care, support and treatment met each person’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture, unique backgrounds and protected characteristics.

The provider worked hard to instil a culture of care in which staff genuinely valued and promoted people’s individuality, protected their rights and enabled them to develop and flourish. They demonstrated a strong commitment to valuing people as individuals, supporting them to reach their full potential and achieve their aspirations. Staff and managers emphasised treating people with dignity and recognising their strengths to help build confidence and promote independence. They respected each person’s choices and supported them to lead lives that reflected their personal values.

Staff we spoke with described the people they supported and what mattered to them. They understood each person’s background, interests, hopes and needs, including their preferences, health and welfare considerations, and ways to maintain independence.

We observed strong, respectful and supportive relationships between people and staff. Staff offered opportunities and options, encouraging individuals to make their own choices and express their views. They recognised when people became distressed and responded with sensitive, respectful support. Their approach created a calm, relaxed environment that reduced people’s anxieties.

The provider prioritised continuity of care and ensured people were supported by familiar staff who understood their needs well. This consistency helped build trusting relationships and enabled staff to respond sensitively to changing needs and preferences.

Support plans were highly personalised and reviewed regularly with input from the individual, their families and relevant professionals. These plans reflected health needs as well as personal goals, cultural preferences and lifestyle choices. Staff respected each person’s identity and culture. People were actively involved in decisions about their care, including their daily routines, meals and activities. This approach fostered independence and maintained dignity.

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

People were supported to be as independent as possible in all aspects of their daily lives. Individuals were encouraged and enabled to carry out tasks for themselves, such as moving around the home, eating their meals independently, and accessing shared facilities without unnecessary staff intervention. Family members spoke positively about the skills of the care staff, particularly in relation to supporting individuals with eating and personal care. One relative, said, “The care is delivered really well.”

During mealtimes, people were offered different options for food and drink and were supported in a way that maintained their independence. One person told us how their husband loved to come and join them for Sunday dinner and for Christmas dinner.

Independence and choice were consistently respected. People told us they could choose when to bathe or receive personal care, and staff worked in a way that upheld these preferences. People were well presented, reflecting that personal care was delivered in a way that promoted dignity and independence.

People had the opportunity to contribute ideas for day-to-day activities and entertainment in the home. Encouragement was offered to people to take part in activities that may be of interest, where people preferred peace and quiet or one to one support this was accommodated. The environment offered both larger sociable areas and quieter areas. One person told us how they enjoyed visits to a local social club for a game of dominoes, a pint and fish and chips. Another person told us they enjoyed sitting in the garden to smoke their pipe.

The environment also supported independence by offering accessible and comfortable spaces for people to spend time with relatives and friends, whether in their own rooms or in communal areas. Staff interactions were respectful and people were supported to be in control of their daily routines and independence where possible.

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.

Staff had a good understanding of people’s needs and preferences. People and their relatives spoke about how the support was adapted to meet their changing needs. People spoke about support being offered in a calm and unhurried manner, ensuring their comfort and safety.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The leadership of the service promoted the wellbeing of their staff and was exceptionally supportive and enabling of staff to always deliver person-centred care. An equality, diversity and human rights approach to supporting people and staff was embedded in the service. The service ensured staff were highly motivated to offer compassionate and kind care and support. All care staff confirmed the service supported their wellbeing to make sure they could give their best to people when at work.

Staff told us they were happy in their roles and felt well supported. They spoke highly of the team and said there was a consistent approach to ensuring everyone was supported and well led. Staff meetings were held to gather views and share information, and staff confirmed these meetings took place regularly and were effective. They also told us the management team were approachable, listened to their concerns, and made them feel valued.