Farway Grange Care Home (Nursing)

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 service met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good.

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 service 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. The provider ensured that people were central to all decisions regarding their care and treatment. Support had been planned and delivered in partnership with people, with staff responding to changes in needs flexibly and thoughtfully. People were assisted in ways that honoured their unique preferences, daily routines, and life histories. Staff expressed a strong commitment to delivering person-centred care and reported having sufficient information about people’s requirements. We observed care being provided in a personalised, respectful, and responsive manner, highlighting the service’s person-first approach.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider demonstrated a thorough understanding of the diverse health and care needs of individuals. This resulted in care that was coordinated, adaptable, and responsive to each person’s unique circumstances. Records indicated people experienced a seamless approach to care, supporting their choices, continuity, and positive outcomes. The registered manager described well-established partnerships with a wide range of external health and social care professionals, which facilitated timely and coordinated care delivery. Staff confirmed they regularly spoke to with professionals such as district nurses, GPs, and dietitians to effectively meet people’s needs. Feedback from external partners was positive, highlighting the service’s consistent communication and prompt sharing of relevant information. Records reflected regular involvement from professionals including social workers, case managers, pharmacists, and tissue viability nurses, illustrating a well-integrated approach to care.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service ensured people received accurate, relevant, and current information tailored to their individual communication needs. Staff demonstrated a clear understanding of how to convey information in accessible formats, following personalised communication preferences documented in care plans. The provider had established systems to consistently adapt information to suit people’s diverse requirements. This included using plain language, visual aids, and involving family members when appropriate. People and their relatives reported feeling well-informed and involved, noting that the service communicated important updates clearly and promptly.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The provider made it easy for people to share their feedback, suggest improvements, or raise concerns about their care, treatment, and support. The registered manager was always available, calm and relaxed which they found approachable. Staff consistently involved people in decisions about their care and clearly communicated any changes that followed from their input. Both people and their relatives expressed that they felt included and heard. The provider had effective systems to keep people and, where appropriate, their relatives informed and involved in planning and reviewing care. Care records documented people’s decisions, preferences, and the extent of support they wished to receive from staff. Staff confirmed that involving people in everyday choices and long-term planning was fundamental to the service’s approach. Relatives also felt reassured by regular updates and the open communication maintained with staff and management. The provider had a clear complaints policy, and any complaints raised were managed according to this policy, with outcomes recorded. People and their families knew how to make a complaint and felt confident their concerns would be taken seriously.

The service made sure that people could access the care, support and treatment they needed when they needed it. Adaptations and equipment had been provided to address a broad spectrum of needs, helping to eliminate barriers and encourage inclusion. For example, we observed that the environment had been modified to support fair access, including the presence of a lift for moving between floors and a selection of accessible bathing facilities tailored to people’s mobility needs and preferences. These modifications enabled people to preserve their dignity and independence in everyday activities. Staff reported having access to necessary equipment such as mobility aids and hoists, which they used with confidence and safely. Care plans clearly outlined any equipment requirements and gave guidance on how staff should assist people in using them. Feedback from staff and partner organisations confirmed that the service proactively ensured equitable access, making timely referrals to external professionals and regularly reassessing people’s evolving needs.

The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. People were supported by a culture of openness and transparency at Farway Grange. Staff recognised the importance of promptly and accurately reporting incidents and accidents. They felt confident raising concerns, knowing the registered manager had effective systems to review incidents and take action to reduce risks. All accidents, incidents and significant events had been logged through the provider’s electronic governance system. The registered manager was notified of each occurrence and carried out regular audits to identify any patterns or learning opportunities. Safety-related events were thoroughly investigated by the registered manager and used to inform improvements in service delivery. Staff described a positive and supportive working environment where ongoing training, supervision, and reflective practice were encouraged. They felt valued by leadership and were motivated to contribute ideas for service enhancement. Feedback from partner organisations confirmed that the service maintained strong lines of communication and worked effectively with external professionals. Partners praised the responsiveness of the service and its focus on continuous improvement, which supported positive outcomes for people. Relatives also reported being kept informed about significant updates or incidents. A relative told us, “They always ring me. I have confidence in how my loved one is being looked after.” The provider fostered a culture that prioritised learning and improvement, underpinned by openness and transparency. The registered manager and provider both demonstrated a willingness to learn from experience. They shared examples of recent learning, including a review of recruitment processes to strengthen values-based hiring.

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 been supported to plan for significant life changes in a manner that upheld their dignity, promoted informed decision-making, and honoured personal choice. This included arrangements for end-of-life care and other major transitions, ensuring that people’s wishes were understood, respected, and documented in advance. The registered manager explained that people were given opportunities to express their future care preferences, which were then reflected in their care plans. While no one was receiving end-of-life care at the time of the inspection, we reviewed comprehensive plans outlining individual preferences such as preferred care settings and key decision-makers. Staff were familiar with these plans and explained how they would apply them to provide sensitive, personalised support at the end of life. This forward-thinking approach helped guarantee that people’s needs, rights, and emotional well-being would be prioritised during periods of change.