Tyne 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 outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Without exception people told us they were extremely happy with the care and support they received at Tyne Grange. Staff treated people with empathy, kindness and respect. This meant people’s mental health continued to be transformed to enhance their quality of life and wellbeing. People told us about how much they appreciated how staff tried to make them feel reassured and at ease. This in turn allowed them to flourish. Feedback about this was exceptional. A person told us, “It is like my only family (Tyne Grange). I want to stay here. It has changed my life being here. I was really depressed, my mind was in a bad place. I just needed a break. It is more like a fun care home.” Another person commented, “They have made me well in my mental health. I have never felt better. I don’t have to see the CPN (community psychiatric nurse) anymore. Living here has had a big impact on me.” Relatives had equally positive feedback about the service. A relative said many of the staff at Tyne Grange were “exceptional” and deserved praise for the way they cared for people.

Professionals echoed this feedback and were equally complimentary about the caring nature of the staff team. A professional described how the dedication and commitment staff showed people often went above and beyond expectations. They described how following admission to hospital, the registered manager and staff team worked in partnership with hospital staff to support the person so they were comfortable. Staff remained fully engaged with the person, despite the person no longer living at the home. Another professional noted how staff “really cared” about the people they worked with. They describe how staff used their knowledge of mental health to work effectively with people with complex mental health conditions. They described how this had benefitted people using the service, as well as external professionals.

Staff gave especially positive feedback about Tyne Grange and talked particularly fondly about the people they cared for. A staff member described Tyne Grange as, “The best place I have ever worked.” They said everything they did at the service was about the provider’s values and peoples’ wellbeing was paramount.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff were exceptional and skilled at providing individualised care to support people’s religious and cultural needs, respecting relatives’ wishes and building positive relationships with relatives. They spent time ensuring people’s views and wishes were understood and communicated with people in bespoke ways to reassure them and build trusting relationships. Staff used non-verbal strategies to communicate with people, when needed, to make sure they felt valued, respected and empowered. One person’s wellbeing had massively improved from being at Tyne Grange. They were now motivated to actively participate in activities and go out into the community, something which hadn’t been possible previously.

Professionals had equally positive feedback about how people were treated as individuals. A professional commented, “Tyne Grange provide a person-centred package of care and support. The staff have a good understanding of individual needs.”

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People had especially positive experiences from living at Tyne Grange, particularly in relation to independence, enhanced quality of life and promoting choice. Due to patient and compassionate care, many people had regained skills they had previously thought lost. This enabled them to successfully move into independent accommodation, or back to live with their family and regain their mobility.

People had only praise for how staff promoted their independence. A person said, “I can go out when I want. I like being independent, the staff support that. I find it nice living here, it is brilliant.” Staff understood the importance of promoting independence and the positive impact this had on people’s quality of life. Staff commented, “One service user loved to cook. We go out and do shopping with their own shopping list. They then cook their meals. They aim to move to assisted living.”

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.

People told us staff responded quickly when the needed support. Staff were visible around the service to help people when needed.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff were motivated and driven to support each other and provide the best care to people. The provider had excellent opportunities to enable staff to be open and feel listened to. There were regular listening forums for staff, which focused on using feedback to make positive changes. Posters around the home were displayed, which gave staff information about how to access the support available. This included the regional manager, home manager and mental health first aider drop-in sessions. A staff member said, “Teamwork, this is the biggest positive. I am happy and love to work here. Everyone is supportive, all willing to help.”

Staff described having exceptional support within the workplace. The provider had enabled some staff to develop into mental health first aiders. These were deployed on every shift and were available to offer support to people and staff. A staff member told us, “It is a lovely place (Tyne Grange). We have an amazing team, we support each other. There are mental health aiders on every shift.”