The 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.

This is the first assessment for this service registered under a new provider in September 2024. 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.

People and relatives told us staff were kind, supportive and helpful. Staff recognised and understood people’s individual needs and encouraged people to be independent. People and relatives told us they would like to engage in more community activities. Staff told us they were well supported by the registered manager and the wider organisation.

This service scored 70 (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. Staff treated colleagues from other organisations with kindness and respect.

People told us they were happy living at the home and staff were helpful and supportive to them. They said staff were available to help them with their care needs and were available to talk to, if they wished to.

Relatives also told us they were happy with the care their relatives received. They told us staff were kind and considerate and understood people as individuals. Relatives told us, “Staff are very reassuring, know what they’re doing, and my [relative’s] quality of life is so much better – it’s been grand. Staff are very caring and kind – housekeeping too. They give them a cuddle every morning and they make a fuss of them” and “Staff are lovely and understanding – never criticise [relative] and they are warm, patient and supportive of them.”

Staff had a good understanding of people’s needs and the requirements of supporting people in the service. A staff member told us, “I genuinely enjoy helping others and being someone they can rely on for both practical assistance and emotional support. I also appreciate the variety and human connection in this role.”

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.

Care plans were personal to the individual and contained good information about people’s likes, dislikes, and specific needs. People told us staff understood them and supported them to maintain their independence and personal lifestyle.

Staff spoke about how they supported people to meet their personal needs and helped them feel at home in the service. A staff member told us, “I feel like the service works really well at The Grange, because all of us always work with the best interests of the residents. We always have respect for the residents and want them all to feel like this is their safe place.”

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

People were supported to be as independent as possible within the home environment. They told us they could spend time in their own room or join in group activities if they wished. One person told us about a group they had started at the home. They said, “I recently I’ve started a poetry group – about 6 came to the meeting. It is entirely voluntary. I make the choice of the poems. I’m hoping to go on with it.”

Relatives told us staff supported people as individuals, although highlighted there could be more activities that addressed people’s personal likes and needs. Overall, they felt staff at the home worked hard to keep people independent. A relative told us, "Staff have a great way of adapting to each resident and give the best care they can.”

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.

People told us they could approach the registered manager, or the deputy manager, if they had any concerns. Relatives also said they could address issues with the registered manager. Comments included, “I do have a nice feeling about the home, the manager has made lots of improvements and I know my [relative] is in the right place” and “The manager is nice, very approachable. I see them quite often.”

Professionals told us both staff and management worked hard at supporting people on a day-to-day basis, and tried to address their needs, as far as they were able. A professional spoke about how the service had supported an individual with particularly acute needs. They said, “[Registered manager] and the owner were very responsive and proactive in dealing with the risks. In my view, most homes would not have gone to such lengths, and they really did try their best.”

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

Staff told us they were well supported by the managers at the service and senior managers within the organisation. A staff member told us, “I have to say when it comes to management I don't have any complaints, as over the years, whenever I have had any personal issues, they have always been so accommodating and understanding. I also feel like if I had a problem or needed to say something I could say it straight away.”

Supervision sessions carried out by senior staff were undertaken on a regular basis. Whilst they were detailed, and staff were able to raise issues important to them, it was not always clear matters had been followed up and dealt with. Annual appraisal documents were of variable quality and did not always contain goals for staff to work towards in the following 12 months. We spoke with the registered manager about addressing this.