The Grove Care Centre - Thurnscoe

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 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider recorded each person’s cultural preferences, chosen names and pronouns, dietary needs linked to religion or belief, gender‑specific preferences for personal care, accessibility requirements and individual communication needs. This meant staff had access to clear, person‑centred information that supported them to deliver care that was responsive to each person’s identity, wishes and circumstances.

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.

People were supported exceptionally well to live healthier lives, access healthcare services and support. Staff worked in partnership with families and professionals and advocated strongly for people, to ensure people had access to healthcare. This focused, person centred approach ensured people had access to appropriate health treatments and prevented readmission or admission to hospital.

Systems and processes were in place to ensure information was accurately recorded and shared with staff. The provider used an electronic care planning systems which alerted staff to changes and enabled the provider to have up to date access to daily records which they could audit where necessary to give themselves assurances people were receiving continuity of care.

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

People's communication needs were clearly stated within their support plans. Staff learnt how people preferred to communicate as part of the initial assessment and transition activities. Staff demonstrated an understanding of how communication was key in effectively working with people. Staff told us how they built up a rapport with people and got to know their communication styles. Staff understood their roles and responsibilities to provide people with information in their preferred communication styles, to ensure people could make their own choices.

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.

Relatives felt listened to and said staff and management were approachable. People we spoke with told us their views were obtained to continually drive improvements. Feedback from staff was extremely positive, told us communication was very good and the registered manager and deputy were approachable, visible, listened and took appropriate action.

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.

Staff communicated effectively with people to ensure they had ownership of and directed their care. This was thoroughly embedded in staff's practice. Staff were continuously present in the communal areas of the home. They regularly moved around these areas, to sit next to a different person, to engage with them. This ensured everyone had regular opportunity to indicate if they needed or wanted anything.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. People said they were in control of planning their care and support and if they needed help or support, they could go to the staff. Staff were passionate about improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The service had effective systems and processes in place to ensure all at the service were able to access the care, support and treatment they required when they needed it. They had built relationships with other health care providers such as GP’s and district nurse services to improve the access for people at the service.
 

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. Staff were passionate about ensuring people’s rights were protected and there was an inclusive and supportive atmosphere in the home, no matter what health or care related need people may have. Staff ensured people who could not advocate for themselves had good experience of care.

Policies and procedures were in place in relation to equality and diversity. Feedback and observations supported the fact staff had implemented learning, and a culture had been created of individualised care. People’s care records showed how staff ensured people’s human rights and protected characteristics were included and protected. Care plans included information around people’s identity, things important to them, their wishes and relationships they wanted to maintain.

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.

The provider worked with health care professionals to ensure people were supported following best practice at the end of their life. The provider had systems in place to support people at the end of their life to have a comfortable, dignified and pain-free death. There was a care planning policy and procedure in place to guide staff when caring for someone nearing the end of their life. Where appropriate, people's care records contained guidance for staff about how to care for them at the end of their life.

Staff said when they provided end of life care to people, they also provided support to their relatives. They were mindful of the privacy and dignity of the person they were caring for during their last weeks or days and always considered any support the loved ones may need as this was very important. One staff member said, “We always make sure someone is with the person if they are on end of life, staff will sit with the person in their breaks, so the person is never alone.”

Staff were praised by relatives for the care they had given, "Towards the end of [family members] life the staff were so kind and caring to [family member] and to us. We never wanted [family member] to have to go in a care home, but The Groves changed my opinion of care homes.”