Greville House

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. Staff treated colleagues from other organisations with kindness and respect.

We saw kind, caring and empathic interactions between all staff members at the home and people. Observations showed that staff knew people well and supported people how they wished and with dignity. We received consistently positive feedback about the caring nature of the staff team from people and relatives. For example, a relative told us, “Staff know my [relative] and her preferences well.” Another relative told us, “There is sincere fondness between [relative] and the carers. The carers are very approachable and are incredibly respectful.” A person told us, “It’s smashing here. The girls are lovely.”

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.

People received their care based on their preferences. People benefitted from a stable staff team who had got to know them well. We observed many occasions where staff supported people how they wished. A relative told us, “[Relative] loves the staff. They look after her well. They are so kind.” Another relative told us, “My [relative] feels appreciated and happy.”

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 remain independent as long as they so wished. We observed people using aids to retain their independence with mobility. Staff gently encouraged people whilst also making sure they were mobilising safely. A relative told us, “Staff respect [relative’s] independence and make her laugh.”

People benefitted from a structured and varied activities schedule. The provider employed activities coordinators who organised activities based on people’s interests. Throughout the inspection we saw people engaged in different activities in the home and people were encouraged with kindness and sensitivity. Where people did not want to take part in group activities, we were informed that people had 1 to 1 sessions with the activity coordinators.

Staff actively supported people to stay connected to family and friends who mattered most to them. For example, the home had enabled a relative who lived further away to stay at the home whilst their loved one was unwell. We saw families accessing the home throughout our visit. This supported people’s social needs to be met and respected.

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 had access to a call system they could use should they need staff support. This system indicated to staff the area of the home the person was in so they could respond quickly. During the inspection visit we saw staff responding promptly to people’s requests for support. A relative told us, “The care here is outstanding.”

As staff knew people well, they could quickly determine if a person’s health had deteriorated and could then seek medical attention. A professional told us, “Staff know the residents extremely well and are able to recognise and respond appropriately to changes in their health.”

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 felt well supported in their roles and that their focus was on people’s care and support. There were opportunities for staff to feedback to management both formally and informally. The provider valued the need for staff to have proper rest breaks during their working day and had recently built a dedicated staff room area to support staff wellbeing.

The provider encouraged development of their staff team by offering qualifications and promotions. One staff member told us how this had increased their wellbeing and spoke of the pride they had in being supported to do this.