Tadworth Grove Care Home

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.

People told us they received person-centred care in line with their needs and preferences. Their comments included, “They have a lot going on, they do crafts. They celebrate special days like VE Day last week. They encourage people to join in”, “Everyone joins in here, it’s really good. We have fun” and “I do like to go downstairs and join in with the quizzes and singing. They had a VE Day celebration last week. Yes, there is plenty to do if you want to join in.”

People were supported to take part in a range of activities of their choice. The home employed an activity coordinator who organised the provision of daily activities. People had activity care plans detailing their interests and hobbies. This helped the activity coordinator plan a program to suit people’s needs. The activity coordinator told us, “I ensure that every resident, regardless of mobility or cognitive ability, feels engaged, valued, and part of our community. Organising activities is not just about filling time; it’s about creating moments of joy, connection, and purpose.”

The activity coordinator understood the needs of people living with dementia and ensured they met their needs. They told us, “For residents with dementia, I work closely with the care team and families to understand their past routines, favourite music, or comforting activities. This helps me tailor experiences that feel familiar and safe.”

The activity coordinator told us they had participated in several key initiatives, including the ‘Keep on moving’ campaign and the ‘Vivaldi Social Care Project’, which focuses on reducing infections and enhancing the quality of life for people.

The home had their own minibus, which enabled staff to take people on a variety of enjoyable outings. For example, garden centres, wildlife parks, Brighton beach, and many other destinations chosen by people themselves.

There were a number of group activities which included, bingo, sing-alongs, arts and crafts, gardening, and gentle exercises. There were themed days which included cultural celebrations, memory lane event and sensory days. There were also activities to support people with dementia such as the use of textured fabrics, aromatherapy, soft music and light therapy. The activity coordinator told us they brought photo albums, vintage items or familiar scents to help with reminiscence therapy. They also used music and storytelling and encouraged people to do painting and craft.

A number of entertainers and volunteers visited the home to bring fresh energy and variety to the activity program.

We witnessed staff delivering person-centred support that met people’s needs. People’s care plans and care notes were recorded in a person-centred way.

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 told us they received good care, and that their healthcare needs were met and relatives echoed this. One person told us, “There is a doctor who visits weekly. I get my feet done and there is a person who trims your fingernails. Sometimes, someone will go with you to the hospital.”

People’s care plans described their healthcare needs and how to meet these. For example, if a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager told us they recognised the importance of effective communication.

People’s communication needs were sought during the pre-admission assessment so information could be made available to them in a format that suited them. This included larger print, pictorial aids and assistive technology. People's care plans detailed their preferences and any aids they needed to support effective communication.

People and relatives told us communication was effective, and they were provided with all the information they needed. The staff communicated effectively with people. For example, using hand gestures, body language or pictures.

Staff understood the importance of ensuring people had information that met their preferences and in a way they understood.

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 and their relatives were involved in planning their care and support. Care plans were reviewed regularly, and people were asked for feedback about the care they received and anything they would like to change.

People and relatives told us they felt able to raise any concerns or issues and had the opportunity to attend meetings. Their comments included, “I don’t have any complaints – if I did I would say something”, “I would say something if I wasn’t happy. That would definitely not be a problem. As it is there have not been any problems” and “If I wasn’t happy about something I would probably see [Staff members]. They are both very good at dealing with things."

Staff told us they understood the importance of monitoring people’s care to help identify issues before they could develop into complaints or concerns.

The provider ensured people and relatives had the necessary information about processes for sharing feedback or raising concerns. Records showed that complaints received were addressed in accordance with the provider’s policies and procedures. Any learning from complaints and concerns was shared with staff to inform their future practice.

People were involved in decisions about their care and the home they lived in. They were able to express their views in meetings and quality surveys. We viewed the most recent survey, which showed people were happy with the care they received.

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

People told us they had access to the care and support they required and were happy with this. Relatives stated they felt their family members’ needs were met because the staff cared and monitored them closely. Records showed they were supported to attend appointments and healthcare professionals visited the home. Records of visits were included in people’s care plans and the staff ensured they followed instructions.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

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. People's care and treatment promoted equality and protected people's rights. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression. People were consulted in relation to their sexuality if they were comfortable discussing this.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

The provider and staff ensured people’s wellbeing was taken seriously. They believed in looking holistically at the person, and ‘thinking outside the box’. For example, one person had been involved in baking and serving croissants, drawing on their past experience. This had enabled the person to reminisce and improve their self-esteem. Their mobility had also improved noticeably since they became more active. They said, “Staying busy and engaged physically has encouraged me to move more confidently and frequently, which benefits my overall health.” The person’s hand dexterity and hand coordination had also improved when they started to engage in knitting again. As a result, they initiated a knitting group at the home, which resulted in an improved social life for people who joined.

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 and their relatives were involved in the planning and reviewing of their care including their end of life wishes.

The staff confirmed they received end of life care training and would know how to meet people’s needs when the time came.

People had advanced care plans which were comprehensive and reflected how they wanted their care to be when they reached the end of their lives. These contained details about their health concerns, and if they wished to be treated at the home if they became unwell or go to hospital. It also included their preferences for end-of-life care and where they would feel most comfortable spending their final days.