Martin 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 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

Feedback from people and families was overwhelmingly positive. One relative said, ““Staff, I cannot fault them, not one of them. They go above and beyond, nothing is too much trouble for them. Day, night as well as weekends. I've had a lot to do with the staff, and as I say, I really can't fault them. They really stepped up after they had an injury, and we've both got to know them all very well. They are the sort of people who take the job home with them, they really do care.”

People and their relatives consistently told us that staff treated them with exceptional kindness, compassion and respect. Care was delivered in a way that upheld people’s dignity and ensured they felt valued and respected at all times. One relative said, “All I can say is that they're brilliant. Caring, kind and extremely compassionate. [Person] is a very proud lady, always immaculately dressed. Knowing this, if they ever makes a little spillage on her top, they will say very sweetly and tactfully, ‘I think you maybe ought to change your jersey today, then you will be smart to go out and see your friends’, they really appreciate this, especially as it's done with such kindness and dignity. I’ve nothing to say but praise.”

Staff demonstrated genuine compassion and pride in their work. One staff member said, “I like making a difference to their (people who use the service) day, whether this is a smile, a joke or just a cup of tea and a chat. I am proud of working well with a good team.”

Staff 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.

People and their relatives spoke positively about the care and support provided. One relative told us, “We all discussed his care plan when he arrived. He had been living totally independently and hadn't had help before, but he settled into it all very well. There was a little issue at first with his medicines because he was used to doing them himself, and he went slightly off piste with that, but now all that has been ironed out and he's very happy to be given his medicines on time when they come round in the morning.”

People’s personal, cultural, social, and religious needs were understood and respected. Care plans provided staff with clear guidance on how to support these needs, ensuring care was delivered in a way that was meaningful and appropriate for each individual.

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

Care plans were person-centred and clearly outlined the care and support people wanted, as well as what they were able and preferred to do independently. They provided clear evidence of people’s active involvement in planning and shaping their own care and support. One person told us, “I can be independent, but I know there is always someone I can ask for help.”

When asked how they support people to make choices and decisions about their care, one staff member told us, “By asking [people], by getting consent, letting them decide what they like, what they want, giving them freedom of choice. Person-centred care driven by the person.”

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.

Relatives we spoke with said the service was quick to respond to their loved one’s needs, ensuring timely and appropriate support. One relative told us about when their loved one was discharged from hospital. They said, “They spoke with the hospital several times before her discharge. They have adjusted care to ensure [Name] could come home, and this kicked in as soon as she was discharged from hospital. They are very responsive.”

Staff demonstrated a clear understanding of people’s needs and told us they actively monitored individual’s health and wellbeing during care visits. They explained that any changes in condition or emerging concerns were promptly recorded and reported to management to ensure appropriate action could be taken.

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

People were supported by staff who reported feeling valued and respected by the management team. Staff spoke positively about the support and guidance provided by managers, highlighting how this contributed to their wellbeing and enabled them to carry out their roles effectively. One staff member told us, “Yes, they (management) are very helpful. Always there to give us clear instruction if we don’t understand. They help explain when we don’t understand. They are easy to talk to, very nice and make the job go well. It’s comfortable, they are always there, the help is there to help us.”

The registered manager and care team leader outlined the processes in place to support staff wellbeing. This included access to GP appointments, counselling services and staff discount schemes. Staff had access to regular supervision and team meetings, where they had the opportunity to raise concerns or share feedback.

There were appropriate arrangements in place to support staff to remain safe at work. There was a lone working policy to ensure clear guidelines were available to staff that worked unsupervised.