The Grange

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.

This service scored 65 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A person told us, “We are happy with the care we receive.”

Staff were able to tell us about people's preferences and how they liked to be supported. A member of staff told us, ''I enjoy talking to people and understanding what they like or dislike. I love my work because of the people I support.”

The service did not always treat people as individuals or make sure people's care plan, support and treatment met people's needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. However, staff told us they worked hard to support people and meet their individual needs. Staff built relationships with people to provide support in a personalised way and how they wished to be supported. A person told us, “I go to the church every week for my lunch where I used to volunteer. Staff support me to do this.” Another person told us, “I have a keyworker, and I talk to them about everything. They are always encouraging me to do things and helping me.”

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. A number of care plans and risk assessments did not include all the relevant information needed to consistently support this approach. In these cases, details about people’s hobbies, interests, important relationships or personal history were limited or not fully recorded. This meant staff did not always have sufficient guidance about what was important to each person, which could reduce opportunities to promote choice, control and meaningful engagement.

However, people told us staff encouraged them to make decisions and respected their wishes. A person told us, “I can do whatever I want to do, and I can go out whenever I want to. Staff respect my choices.”

The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. The registered manager told us that while concerns and complaints had been raised, these had been dealt with promptly and appropriately. However, a relative told us they felt that on one occasion their complaint did not receive a response, and they were not always informed of the outcome. The registered manager told us they do follow up on all concerns; however, this was not always recorded. A relative told us, “I have never made a formal complaint. I have raised issues, but nothing ever gets done or comes to a conclusion.” Another relative told us, “I made a concern about one of the staff and I’m happy with that situation now.”

The service cared about and promoted the wellbeing of their staff. Staff felt well supported working at the service and found it to be a positive experience for them. Feedback from staff was positive regarding the support they received from the registered manager. A member of staff told us, “I really enjoy working for this company. The manager is very approachable, and I don’t have to think twice before sharing any feedback.” The registered manager had a number of systems in place to support and engage with staff. There was an open-door policy in the office and staff could access the office at any time to speak to management.

However, some staff told us they felt there were limited opportunities for growth, promotion and development within the service.