Christopher Grange Residential Care

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 the provider met people’s needs.

At our last assessment we rated this key question inadequate. At this assessment the rating has changed to 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. For example, people were encouraged to make choices about how they spent their time and were supported to take part in activities which reflected their interests and preferences. People were regularly asked what activities they would like to take part in, and their suggestions were used to help plan future events and social opportunities. The provider had developed communal spaces, including the ‘Market Place’, where people could spend time with family and friends in a more informal and private setting. Managers told us people who wished to go out into the community were supported to do so, including accompanying people to local shops if they wanted to purchase personal items. Staff had supported one person to visit a family member outside of the home. One relative told us, “The approach to my [relatives] care is very personalised and person centred.”

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. For example, staff worked closely with healthcare professionals to support people's health and wellbeing. Records reviewed showed agreed actions were followed up and important information was shared appropriately between services, helping to ensure continuity of care. Healthcare professionals confirmed staff followed clinical advice and recommendations and had observed positive improvements in communication, responsiveness and collaborative working.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. For example, staff took time to explain information in a way people could understand and checked understanding. The registered manager confirmed information could be provided in alternative formats where required, including picture menus, visual aids and Braille. Staff worked with families and representatives, where appropriate, to support people's understanding and involvement in decisions about their care and support. Information about making complaints, providing feedback and raising concerns was available in an accessible format and was discussed with people during meetings and day-to-day interactions.

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. For example, people were encouraged to share their views through regular meetings and feedback forums. People raised suggestions about food choices, activities, laundry arrangements and the environment, and records demonstrated concerns were listened to and acted upon. Records reviewed showed one person was supported to attend more activities after staff adjusted their personal care routine following raising concerns to managers. Family members were involved in discussions about care and service improvements. One family member told us, “We have meetings to discuss [relative's] care and are kept involved in all aspects.”

The provider made sure people could access the care, support and treatment they needed when they needed it. For example, the provider supported people to use on-site facilities, including hairdressing services, and arranged regular visits from healthcare professionals such as opticians and chiropodists. Records showed people were supported to attend external healthcare appointments, including dental appointments, helping to ensure they could access the care and treatment they needed.

Staff and leaders actively listened to information about people who were more likely to experience inequality in outcomes and adapted care and support in response. For example, care plans reflected people's individual health conditions, communication needs, risks and preferences. Staff tailored support for people living with conditions such as dementia, Parkinson's disease, diabetes, reduced mobility and sensory impairments. People at greater risk of poor outcomes received additional monitoring, including food and fluid charts, weight monitoring, skin integrity checks and repositioning records. Where concerns were identified, staff sought professional advice, updated care plans and adjusted support to help ensure people's needs continued to be met. One relative told us, “I have no concerns regarding [relative's] food, fluid intake or weight. It is monitored appropriately in line with [relative's] changing needs.”

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. For example, care records and multidisciplinary reviews evidenced Advance Care Planning (ACP) discussions and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions. Records showed people had discussed what was important to them at the end of their lives, including where they wished to receive care, the involvement of family members, spiritual or religious preferences, and their wishes regarding hospital admission. One person's records clearly documented their wish to remain at Christopher Grange wherever possible, to avoid unnecessary hospital admissions, to be kept comfortable and pain free, and to have family involved in decisions about their care.