Grove Hill Care Home

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, this key question was rated good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 received person-centred care. The NI gave an example of how 2 people had recently moved to the service, whose cultural preference was to regularly eat a certain food with their meals. The NI explained how, they had offered this food with all their meals in line with their preferences and that these people were pleased about this. The NI told us they received feedback from other people living at the service through feedback forms and questionnaires. We observed staff supporting people in a person-centred way such as giving people their preferred meal for lunch and supporting people to access the garden when they wanted to.

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. Partners spoke positively about how the service worked with them, to aid continuity of care. The NI told us, “We promote continuity of care by trying to retain all our staff by good working relationships, strong support networks and a positive work environment. We promote continuity of care for people by keeping fee increases to an absolute minimum, unless there has been a significant increase in care needs, and we justify this to family members. We promote and facilitate community access for residents by attending community functions, day trips and outings on a regular basis in the summer."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The NI gave examples of how they provided information in accessible formats to people. For example, the NI explained how one person preferred to use a whiteboard to communicate and this was facilitated for them. People had clear information within their care and support plans and hospital transfer forms about how they like to communicate.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The NI explained how they gathered feedback from people, their relatives and professionals by conducting 6 monthly questionnaires and some relatives told us they had previously completed these. However, one person told us they had not been asked to provide any feedback. Some relatives were not aware of the service’s complaint’s procedure. There was a complaints policy in place at the service, which was detailed, however, we identified the process used to review and investigate 3 of the service’s most recent complaints had not followed the provider’s policy. For example, the provider had not provided an estimation of how long the investigation into the complaints were likely to take in any of the complaints reviewed. The NI told us they would review and update their policy in response to this feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to attend appointments. We received positive feedback from healthcare professional partners at the service. One partner told us, “If a [person] is unwell or has a fall for example, they act accordingly and get [the person] reviewed, contact community nurses for support and are good at identifying when a [person] may be deteriorating or not their normal self and they escalate as needed.” The NI explained how they had been in contact with the local authority to see if they could increase 2 people’s funded hours to enable them to access the community together, to promote equity in access.

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 NI told us, “We try to pay particular attention to people who are being cared for in their rooms, we ask why can’t that person come downstairs, just because a person’s done something for a long period of time, people’s preferences can change. We use an activity feedback form, which includes pictures of facial expressions to encourage feedback from people [who may find this more accessible]. We use Abbey Pain Scales (a tool designed to assist in the inspection of pain in patients who are unable to articulate their needs) to assess whether a person is in pain if they are unable to communicate with us. Staff told us they adapted activities to suit the needs of the people living at the service to promote equity in accessing activities. One staff member told us, “The activities are designed to suit the interests and needs of our residents. We offer music sessions, arts and crafts, bingo, gentle exercise, themed days or celebrations, memory games or hobbies they enjoy. These activities are adapted depending on [people’s] abilities and preferences and we try to involve everyone as much as possible even if it requires doing things one-to-one or in a small group."

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. People had Recommended Summary Plan for Emergency Care and Treatment(ReSPECT) forms in place, which is a process that creates personalised recommendations for a person’s clinical care in a future emergency in which they are unable to make or express choices. People’s relatives told us they had discussed end of life care planning with them when people were admitted into the service. A relative told us how a person’s needs had changed and that their end-of-life plan had been reviewed to suit the person’s preferences."