Great Grace Services Ltd

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. This is the first assessment for this newly registered service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, compassion and respect, ensuring their privacy and dignity were upheld at all times. Staff spoke warmly about the people they supported and demonstrated positive, caring interactions. We heard staff speaking with people and this evidenced staff knew individuals well and communicated in ways that suited their needs. One family member told us, “The carers are respectful, observing privacy and dignity. They are very kind and compassionate, never rushed and never show signs of being under pressure.”

The provider always ensured people were treated as individuals, with care plans reflecting their personal, cultural and social needs. Staff understood and respected equality characteristics and adapted support to meet communication needs. Care plans included what was important to people including their religious beliefs, routines and hobbies, and staff used these to encourage engagement. For example, one person’s plan included memory aids and consistent routines to reduce confusion, and staff followed this guidance. A staff member told us, “I make sure I am familiar with each person’s support plan, which includes information about their cultural background, social preferences, religious beliefs, communication needs, routines or any customs that are important to them.”

The provider supported people to have choice and control over their care and promoted independence wherever possible. Staff encouraged people to make decisions about their daily routines and empowered them to do tasks for themselves safely. Care plans detailed how to support people to maintain their independence. One staff member said, “We involve people as much as possible in every decision about their daily life.”

The provider always responded promptly to people’s immediate needs and health concerns. Staff were alert to changes and escalated issues quickly to ensure timely support. For example, when a health concern was identified, staff contacted the office, which liaised with health professionals to provide appropriate intervention. Relatives were consistently positive about how Great Grace Services Limited responded. One relative told us, “I have found the staff very responsive, both carers and the company in general. I have open communication with all and appreciate their quick response.”

The provider supported workforce wellbeing and created a positive culture that enabled staff to deliver person-centred care. Staff described managers as approachable and supportive, with regular supervision, open communication and access to training. They felt valued and able to raise concerns without fear.