Grove Lodge

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.

The service was in breach of legal regulation in relation to independence, choice and control.
 

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.
We observed people being treated with kindness and respect. Relatives told us that staff were kind, caring, respectful and provided dignified care. One relative commented “this is one of their strengths, the team know my relative and are caring. It’s a personal service.” A staff member told us “staff know the residents well, which helps provide consistent support.” A professional told us that they were always welcomed and that the staff had a caring manner towards people.
 

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

People’s life histories, preferences, interests, aspirations and culture were recorded in their care plans. A relative told us “they adapt to where my loved one is and that is important. They are very engaged with them, and staff know how to jolly them on in an appropriate way.” Another relative told us “they have been brilliant, they have some difficult stuff to deal with. Staff have been able to build a relationship with my loved one and my loved one enjoys a natter with them.”
 

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

Grove Lodge had a visiting policy. However, the policy was out of date and did not include current restrictive practices around visiting. Information about visiting was inconsistent between documents, such as newsletters and the guide. This meant the provider did not respect the rights of each person to receive visits. We received mixed feedback from people about the visiting arrangements in place.
Care plans contained detailed records of peoples’ preferences and wishes. We observed people were engaged in activities independently, on a 1:1 basis and as part of a group. A staff member told us, “Residents come first, I gauge how people are feeling as to what activities we do. I always ask people and give choice; this may be the last chance of control in their lives.”
 

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.

People had access to call bells and staff responded to them in a timely manner. We observed staff respond quickly to reassure a person who started to become upset.
 

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

We received positive feedback from staff. One staff member told us, “The management of Grove Lodge is very good. When I have any ideas for improvement, my wishes are heard, and it gives me the feeling that management is doing everything necessary for the workers to work comfortably.” Another staff member commented, “I enjoy working here because the team is supportive, and the residents’ wellbeing is always the focus.”