Grove Place Retirement Village

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.

People said staff were very good and told us they were, “Treated really well.” People also felt staff were respectful. We saw people enjoyed positive relationships and interactions with the staff who supported them. Staff respected people’s homes when they entered and spoke with them in a friendly, warm tone.

The provider had a dignity and respect policy and staff received relevant training. Staff were able to describe to us the steps they took to ensure they provided care which promoted people’s dignity. The provider’s policy stated that during periods of increased vulnerability for people they worked closely with them and their families to provide compassionate support, which relatives confirmed to us was provided.

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.

Staff were familiar with people's care plans which contained relevant information about their care needs. Staff were aware of and considerate of people’s protected characteristics. We observed staff understood the impact of a person’s sensory impairment upon them and took relevant measures when speaking with them. We saw staff ensured people’s mobility aids were located within their reach.

Staff knew people well and care delivery took account of their preferences. A person confirmed staff knew what they liked in relation to their care. For example, how they liked their breakfast. Another person told us how staff supported them to live their ‘best life’.

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

Staff understood the importance of involving people in decisions about their care at each visit, as well as following the guidance in people’s care plan. Staff told us they always asked people what support they wanted and how.

People’s care plans documented what tasks they could do for themselves, to retain their independence. The registered manager also ensured they collaborated with health care professionals to ensure people had the required equipment they needed in order to retain their independence.

People told us there were a variety of both on-site facilities and activities, including concerts and talks which staff supported them to attend, if they required support. People felt there was plenty for them to do within the retirement village if they wished. Staff were also able to support relatives by providing ‘companion calls’ to enable them to go out.

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.

The provider had a designated staff member each shift to respond to emergencies. People told us staff responded very promptly if they required urgent assistance. People could also contact staff via the office phone if they needed extra help in addition to their scheduled care, but it was not an emergency.

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

Staff felt valued and safe at work. They told us although they were busy at times, the workload was manageable. Processes were in place to assess potential risks to staff when working either alone or at night to ensure staff's safety. Staff had access to an employee assist programme which they could use to seek any support they required with their well-being.