Greville House

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

People directed their care so they received support how they wished. This was reflected in individualised care plans. We received mixed feedback about people’s and relative’s involvement in care planning and reviews. Whilst some parts of the care planning system described people’s involvement, we discussed with the registered manager that further clarity was needed to ensure people’s involvement was clear and evident.

People had opportunity to personalise their bedrooms and had access to their personal belongings. A relative told us about how their loved one’s bedroom and said, “It has everything she needs and has photos she has brought and a new chair which we got for her. It’s like her own little home in her bedroom.”

A professional told us about the caring nature of staff and said, “The staff at this care home are amazing and truly place residents at the centre of everything they do.”

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.

There were systems in place for handovers between staff teams. These handovers ensured information about people’s needs were shared to support continuity in care. We noted that some improvement was needed in the documentation of these handovers to evidence action and support had been provided to people where they may have been a change in need. The registered manager took immediate action to address this during the inspection.

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

People’s communication needs were identified and stated within their care plan. The registered manager gave an example of where a person moving into the home had a sight impairment. Staff had been provided in training around this and a local optician had been contacted to provide pictures of examples of what the person could see so that staff could understand further how to support the person. Information was available in different formats, such as large print, and staff understood how to adapt their communication to meet people’s individual needs.

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 had access to a complaints procedure and knew who to speak with should they have any concerns. A relative told us, “I know how and feel comfortable to raise a complaint.” We saw there were regular meetings between the people living at the home and the management team. People had opportunity to raise any improvements they felt were needed within the home and these meetings also served as an opportunity to raise any concerns they may have. Where suggestions were made these were acted on wherever possible.

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

The provider had ensured the home was accessible. Since the last inspection the provider had installed lifts at the property to ensure people could remain independent in their access around the building. People had appropriate mobility aids to retain their independence. People did not experience delays when requesting support.

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.

People felt listened to, respected and included. The provider considered people’s individual needs when planning and delivering care helping people achieve outcomes that were important to them. Care plans were tailored to people’s needs and detailed how to support with dignity whilst ensuring choice and control. We saw the staff team had training around equality and diversity which supported inclusive practice.

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.

Where people wished to discuss end of life planning, this was recorded in their care plan. These care plans detailed people’s wishes and who they wanted involved at the end of their life.