The Grange

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 service registered under a new provider in September 2024. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

Care plans had good detail and clear actions for staff to follow to support people, although lacked individual detail at times. The registered manager explained a new care planning system was being installed to address this issue. People and relatives felt staff and managers listened to them and acted on any concerns they may have. People felt more activities would be helpful, along with better access to the community.

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 contained good detail about their needs and how staff should support people to achieve the best outcomes. People told us they were able to make choices about their care, as appropriate. Staff had a good knowledge of people as individuals and how to support them on a daily basis. They were able to describe people’s care needs and care actions in detail.

Professionals said care at the service had improved over recent years and that managers and staff strove to make care person centred and individual. A professional told us, “Staff are attentive, skin care is good, nutrition and hydration is also good and there are positive resident outcomes. Staff know residents really well. “

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.

People’s care plans contained detailed information about their health needs and plans followed health professional advice. The service worked in partnership with a range of services. Staff had a good understanding of people’s individual health conditions and how these effected their day to day lives.

Professionals said the staff worked with them to support people. A professional told us, “Care standards are very good, including end of life support. I see it at the ward round on a weekly basis.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

A variety of information was available to people including accessible menus and a range of information on notice boards and displays.

People and relatives told us staff kept them up to date with information and they were able to seek advice and support from the registered manager or the deputy manager. Care plans contained information about people’s communication needs and how staff should support people to best connect with them and explore needs. Care plans were detailed and highly word based, so it was not always clear how this information was actively broken down for people when reviewing care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they were able to express their views to staff and managers, and they would be listened to. The service had received a range of positive comments about the care and the actions of staff. A few low-level complaints had been received by the registered manager. These had been investigated and responded to appropriately. Where necessary changes to care or practice had been instigated. One relative told us, “They always have time to talk to me, and they do listen.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff provided individualised care based on people’s needs and choices. Professionals said that staff made appropriate use of external services and followed health professional guidance when supporting people with their care needs. One professional told us, “They do follow up actions and when I do check-in, these are progressed.”

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 registered manager understood that the people supported by the service were at risk of inequality in care and support and were in danger of not receiving appropriate services. The registered manager advocated strongly for people’s rights, both within the health and social care system, but also in the wider community.

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.

Care pans contained information about people’s end of life wishes and the actions they wished to be supported with at this important time. Professionals told us staff were sensitive, kind and considerate during this sensitive time.

Where people had capacity staff supported them to maintain their current lifestyle and interests and to deal effectively with their day-to-day issues. People told us that staff supported them to make appointments with dentists, chiropodists, or other professionals when they wished to.