Ings Grove House

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. The last time this key question was assessed it was rated good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff were kind, caring and respectful. People and relatives gave positive feedback about the staff. Comments included, “The staff are absolutely lovely,” “They are all very good and treat me with respect and dignity,” “They are very caring. They have a lot of patience” and “The staff are very kind and pleasant.”

Visiting professionals were welcomed into the service.

The provider treated people as individuals and made sure people’s care, support and treatment met their preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Most people’s records included their wishes, preferences, likes and dislikes. These were taken into account when providing support.

People knew their rights and had some choice and control over their own care, treatment and wellbeing. People did not always have meaningful engagement or activities available to them to meet their needs.

People did not always have the opportunity to participate in activities that were meaningful to them. We received mixed feedback from people regarding activities. Some people told us they were able to go outside and had participated in social activities. Other people told us they had not. Feedback included, “There is a lot of social and games,” “They would take me out to the patio if I wanted,” “I’ve not been to any places or socialised here,” “There are no activities and nothing at all to do,” and “I have not been offered any activities.” There was a trolley containing books and games for people to use. There were some community links and examples of special events that had been held. For example, a Motown themed exercise session and children visiting from a local nursery at Easter. These were one off events. There were no structured daily activities or groups timetabled. We observed people to be mostly sitting in their rooms.

People were supported to attend therapies to enhance their independence. For example, physiotherapy. Relatives and visitors were welcomed into the service.

The provider mostly 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.

Observations throughout the assessment showed people’s needs were mostly responded to without delay. Staff approached people in a kind and caring manner and acted to support them in a way that met their needs at that time.

The provider cared about and promoted the wellbeing of their staff.

Staff were supported in their role and participated in supervision. There were various resources in place to support staff wellbeing.