Grove Lodge

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.

Care plans were detailed and provided person centred guidance directing staff how to support people. For example, a person’s care plan detailed what a good day looked like for them. It also detailed what a bad day looked like and things that made them feel sad, angry and agitated. There was a plan in place to direct staff how to support the person when they started to feel anxious. Relatives told us they were involved in review of care plans.
 

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.

Staff recorded input from professionals. Professionals and relatives told us the staff knew people well and how to support them. This meant that people experienced continuity of care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Staff told us they were informed about changes to people’s needs and when care plans and risk assessments were updated. The provider had an Accessible Information Standard policy. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.
 

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.

Residents’ meetings took place during which people shared their ideas and made decisions about their care. For example, about activities, food and laundry. The provider actively sought feedback from relatives via a survey. This meant that people were involved in developing and improving the service. The provider had a complaint policy to manage any complaints.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it. Out of hours support was in place, covered by the management team, to ensure that staff always had access to support. Records showed people were supported to see healthcare professionals when they needed to.

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.

Relatives were positive about the care and support people were receiving and that people were supported with referrals to health professionals when needed. One relative told us, “Whatever my loved one needs they get it. They arranged for the Frailty Nurse to go in and I’ve spoken to them quite a bit. The Opticians have been in.” Staff told us they had enough information about people for them to receive safe care.
 

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 had end of life care plans which were personal to them and included their future wishes.
Relatives told us they had been able to plan for the future or make decisions about end-of-life care.