Grove House Home for Older People

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 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, empathy and compassion and respected their privacy and dignity.

Everyone we spoke to was positive about the care they received. A person said, “The staff are wonderful; they care for me so well.” A relative said, “You couldn't fault the staff here. My [relative] just loves them. The care given to him is excellent by compassionate and loving people. I just know how well he is cared for because I see how others are looked after. It just lovely to see.” Another relative told us, “The care my mum receives is exemplary. It just couldn't be better. She is supported and treated with dignity.”

We observed staff always knocked on doors before entering and explained what they were going to be doing before carrying it out.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

A relative said, “As a family we are delighted with [relative’s] care. His care is good because the staff know him and understand his needs. We all work together and that is great because I feel very involved. We are going away on holiday, and I am completely confident [relative] will be well cared for.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

“My English is not very good, but the staff are very patient and explain everything to me. The carer always tells me about the medication I am taking. That is very reassuring to me.”

A relative said, “[My relative] has never had a fall at the home. The home do support [my relative] allowing her some independence but also keep her safe”.

A person said, “The food is ok and there is some choice. We are asked about our preferences.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

A relative said, “Because the team know [my relative] well they can give him the right care for a good outcome. I feel what is being done is in his best interest. He has a gluten free diet which is excellent, and [my relative] enjoys it. The weight has been taken off my shoulders and gives me peace of mind.” Another relative said, “The staff are very quick to pick-up on things. Whether it is a health matter or just something different. This means problems are dealt with sometimes before I see them. [My relative] can be distressed at times; I am very pleased with how quick they are to respond to her needs.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff benefitted from the provider’s employee support programme which was open to all staff and easily accessible. We received positive feedback about this service from staff. The provider adopted an employee of the month scheme and staff received rewards for their hard work. Staff told us that managers were approachable and supportive which supported their wellbeing at work.