Cantley Grange

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 65 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We witnessed some positive interactions from staff during our assessment, for example re-assuring 1 person who wanted support with toileting and appeared anxious, staff supported this person in a person-centred manner. People told us staff were kind and caring. Relatives had mixed feedback and told us, “Some staff are more welcoming than others, most are good, the odd few are not as warm as other staff members.” However, another relative commented, “I’ve found staff are nice and friendly when I visit."

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’s care records included their diverse needs and their preferences including their likes, dislikes, life histories, and their previous employment histories.When assessing or reviewing a person’s needs, staff spoke with families and friends to learn more about those they cared for.One staff member told us, “I support people to make decisions about their care, respect their preferences, and record choices in their care plan.” During the assessment, activities were carer led due to absence within the activities co-ordinator role. Some people and relatives told us that social stimulation was lacking at that time. However, the service had employed a new activities co-ordinator who was due to start soon at the service.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s choices about things such as what they wanted to do and what they wanted to eat were listened to and respected. During an observation of 1 dinner service, people were offered alternative food if they did not eat what was initially served. People’s rooms were decorated to their own choosing, and they had personalised information on their doors about their preferences for care and support. People were able to socialise outside of the home and staff were aware of people’s hobbies and lifestyle choices.

The provider listened to and understood people’s needs, views and wishes. Staff often responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed some positive interactions from staff responding to people’s needs. During 1 mealtime, a person appeared unsettled. Staff sat next to this person, reassured them and showed this person the food options. However, at times during the assessment, communal areas where people were sat, such as the lounge did not have any staff presence on occasion. People provided us with mixed feedback around staff responsiveness. One person commented, “Sometimes I wait a while to be helped to the toilet. Staff will see to me when they get the chance.” However, a relative commented “When [relatives] health declined, staff were supportive in ensuring their care plan was updated to include regular well-being checks. This eased my anxiety.”

We received mixed feedback from staff around the provider’s ability to promote staff well-being or enable staff to deliver person-centred care. Staff received regular supervision and appraisals. One staff member commented,“I have regular supervision and appraisals every three months, which allow me to reflect on my practice, discuss any difficulties, and plan my development. I feel supported by my [registered] manager as they listen, offer advice, and help me improve.” However, other staff commented that sometimes their breaks were compromised due to work demands, which hindered on their ability to provide effective care. Some staff felt they were not always listened to by leaders and more recognition was required to improve staff morale.