Great Grace Services Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated 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.
People’s care plans reflected their individual needs and preferences, and staff understood what mattered to them. Care was person-centred, and staff encouraged people to make choices about their daily routines. A relative told us, “The carers are respectful. Care is definitely person centred and individually focussed.” The provider had recently implemented an online care management system which staff updated when required. Staff confirmed they could access relevant information via the app which ensured people received person centred care.
 

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. Care was coordinated with families and health professionals, and people experienced continuity in staffing. Relatives told us their loved ones usually had the same carers, which helped build trust and familiarity. This continuity ensured staff were able to identify when changes occurred and escalate concerns. Staff worked with community nurses and occupational therapists to support people’s health needs and equipment provision.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff explained care and treatment in ways people could understand and used care plans to record people’s communication needs. The provider told us how they assessed people's communication needs, met Accessible Information Standard requirements and adapted information where needed. They told us they were able to provide information in a range of formats including large print, audio explanation or face to face support.

People and their relatives felt able to raise concerns and give feedback. The registered manager and management team periodically visited people in their homes to gain peoples’ feedback. They also conducted observations of staff practice which acted as another means of receiving direct feedback. Staff told us they encouraged people to share their views and that complaints would be taken seriously. One staff member said, “When people give feedback, the service takes it seriously. Care plans are updated, staff are given extra training, and any issues raised are followed up quickly.” There had been no formal complaints, but systems were in place to respond promptly if concerns arose.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had full access to support when needed, there was a 24 hour on call service for emergencies. The registered manager also visited people at home to ensure they had management support if required. Discussions with the registered manager and staff showed they understood how to access specialist health or social care support should this be required.

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 provider and staff made sure people had access to health and social care professional support. Training records confirmed staff were supported to access information and training about specific health conditions.

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. Information was held by the service detailing any specific wishes people may have as to the actions staff should take should resuscitation be required. Staff understood the importance of respecting people’s choices and involving families in decision-making.