Castle Grange

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 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.
Staff delivered personalised care responsive to people’s preferences and emotional needs. We observed staff supporting people to make choices about their daily lives, including where they wished to eat. Staff treated people with kindness and compassion, providing reassurance and comfort when people were distressed or experiencing bereavement. The provider promoted a person-centred culture, with staff taking time to understand individual preferences, including food choices, and adapting support accordingly. Relatives told us they were kept informed about their family member's care and any changes affecting them.
 

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.Staff worked proactively with a range of health and social care professionals, making timely referrals when needed to support people’s health and wellbeing. Feedback from healthcare partners was positive and described the service as collaborative, responsive to guidance, and committed to improving outcomes through effective multidisciplinary working and strong links with community services.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Some information was available in accessible formats, including easy-read and pictorial menus. People received information about life in the home through regular newsletters and resident meetings, where they were encouraged to ask questions and provide feedback. Leaders promoted clear communication through information boards and visual prompts and were responsive in identifying further opportunities to improve accessibility, including the development of easy-read or pictorial information about activities scheduled.

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. Staff understood how to respond to complaints and concerns in line with the provider’s procedures. The manager monitored feedback through regular audits to identify learning and improvement opportunities. One person told us, “The staff are lovely and the new manager is very nice, I could tell him if I needed to if things weren’t right.”

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff worked effectively with external healthcare services, including seeking timely clinical advice when required. One healthcare partner told us, “The provider works well with the appropriate partners and makes referrals when required. Staff are proactive in raising concerns and engaging with other healthcare professionals to ensure residents receive the appropriate support in a timely manner.” People received information to help them understand the home and daily routines, and those with specific healthcare needs had relevant documents in place, such as catheter passports, to support safe and consistent care across different services.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. The provider took steps to ensure people had the equipment and support they needed to remain safe and maintain their independence where possible. Staff received equality and diversity training, which helped them understand and respond to people's individual needs, preferences, cultural backgrounds and protected characteristics. Care and support were adapted where required to help ensure people experienced positive outcomes.

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.
Care records included advance care planning information that reflected people's wishes and preferences and, where appropriate, had been developed in consultation with family members. Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were clearly documented and accessible to staff. Staff received end-of-life care training to help ensure people received compassionate, person-centred support in line with their wishes and preferences at the end of their lives.