Castle 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 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.
Staff were kind and caring with people and showed interest in their stories and life histories. A person told us, “The staff are lovely and very kind.” A relative told us, “The new manager is a breath of fresh air, the staff are always very welcoming towards me.” One healthcare partner told us, “It’s always such a lovely place to visit, and staff are welcoming, caring and very committed to their residents.” We noted some people’s care needs were displayed in their bedrooms, which did not support people's privacy and dignity. We raised this with the manager, who acted promptly to remove the information.
 

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. The provider recognised and respected people's individual backgrounds, beliefs and preferences. People were supported to maintain their spiritual wellbeing through links with local faith groups and opportunities to participate in communion, prayer and hymn singing. Where communication needs differed, the provider took steps to ensure support was tailored to the individual. For example, following a multidisciplinary review for a person whose first language was not English, their communication support plan was updated to reflect the languages they spoke and understood. Communication aids were being developed in their preferred language, and those important to the person were involved to help ensure information accurately reflected their needs and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People had opportunities to take part in a range of activities both within and outside the home and chose to participate at a level which was suited to them. Staff understood people's individual preferences and recognised when some people did not enjoy group activities. They spent time with people on a one-to-one basis to ensure their preferences were respected and their social needs were met. People could choose which staff supported them with different aspects of their care.
 

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.
Where appropriate, people had access to call bells in their bedrooms, and staff responded to requests for support in a timely manner. Staff were attentive to people's preferences at mealtimes and recognised when changes to seating arrangements could cause anxiety or distress. They gave people time to choose where they wished to sit and provided reassurance and support where needed to promote their wellbeing.
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Staff spoke positively about working at Castle Grange and described a collaborative team culture and supportive, approachable leadership. Many staff had worked at the service for a number of years and told us they enjoyed their roles. Staff said the manager provided the guidance and opportunities needed to make a positive difference to people's lives and made them feel valued and respected. Staff were supported to develop their skills and knowledge to carry out their roles safely and effectively. They told us their opinions and contributions were listened to, and they were encouraged to share ideas to support continuous improvement. Staff described a strong culture of teamwork, strengthened through regular team meetings, supervision and day-to-day management support.