The Grange

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 inspection we rated this key question requires improvement. At this inspection the rating has changed to 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 service made sure people were at the centre of their care and treatment choices and worked in partnership with them to respond to any relevant changes in need. Care plans and risk assessments were regularly reviewed with people to ensure they remained reflective of their preferences and wishes. Where adjustments to care were required, the registered manager took prompt action, for example, ensuring people had access to appropriate equipment such as adjustable beds and walking frames to support their needs.
The service demonstrated a strong commitment to person-centred care, with people’s choice underpinning all aspects of service delivery. People were actively involved in decisions about their daily lives, routines and activities through regular meetings and ongoing engagement. For example, one person particularly enjoyed going out for pub lunches and was able to do this independently. Staff supported them with any necessary planning and risk assessments to ensure they could safely continue enjoying an activity that was meaningful to them while maintaining their independence. A person told us, “I have just been out to see [relative]. I can go out whenever I want and I like that I have that independence.”
 

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Healthcare professionals told us the service worked cohesively with them to meet people’s needs. The registered manager worked with commissioners and other stakeholders to ensure people received continuity of care whilst living at the service.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and understood by staff, so that communication could be shared effectively with them. Care plans were tailored to meet people’s individual communication needs.

The service 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 kept them informed about any changes made as a result. Feedback was also gathered through surveys and regular reviews of people’s care needs and preferences. People told us they were confident that if they raised concerns or complaints, they would be listened to.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their mobility, communication and health needs.

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. The registered manager and staff supported people to have equity in access to care to promote positive outcomes for them.

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 ‘do not attempt cardiopulmonary resuscitation (DNACPR) orders in place and their care plans informed staff or other professionals where it was kept in the event of a medical emergency. We saw that care plans were detailed and personalised to reflect how people wished to be supported at the end of their lives. Where people had made decisions on resuscitation and funeral plans, this was clearly recorded. Relatives’ views had been taken into account, and their wishes were also recorded.