Grange Court

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 requires improvement. At this assessment the rating has remained requires improvement: This meant people did not always feel well-supported, cared for or treated with dignity and respect.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We saw staff and leaders worked hard to ensure people were treated with kindness and compassion. The substantive staff clearly knew people well and were motivated to ensure they had a good day. They were kind, they used humour to distract people at times of distress, and they knew how to support people in their preferred way. Despite the high numbers of people in the home, the atmosphere was calm. We observed staff remaining focused on the people they were allocated to support. Relatives we spoke to also shared they felt people were being supported by staff who were kind and compassionate.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities and aspirations.

Due to the challenges of lack of permanent staff and a significant lack of drivers the provider could not ensure people were being treated as individuals. People had to compromise on their identified activities. Records demonstrated people often went for walks from the house rather than going on activities that would need their car. Further, when people were in the house they did not have the freedom to freely come and go around the shared rooms in house because of the complex needs of others living in the home. This meant people were not free to do everyday activities the same way as other people could do in their home and is not consistent with the principles of Right Support Right Care Right Culture guidance.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

The provider had taken some steps since the last inspection to give people more independence choice and control. People were able to access the kitchen when staff were with them, and some had started to make themselves drinks and snacks.

However, some changes had still not been made, for example 1 person’s flat had had no significant changes, and they could still not access a kitchen to begin to learn some independence skills. This meant they continued to be restricted in developing their ability to make choices about their day-to-day life.

There was a set menu for people who did not have the choice of what they wanted to eat and when they wanted to eat it. This meant people were still not having real choice and control in many aspects of their lives. Since the inspection the provider has introduced measures to ensure people are supported to have a choice of their evening meal.

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.

We saw people being supported by a core team of staff who knew them well and who could identify when people were getting anxious. We saw staff using techniques identified in people’s their care plans to redirect and reassure them when they became distressed, helping to ensure peoples distress was minimised.

The provider cared about and promoted the wellbeing of their staff. Ther were strong processes in place to support staff with managing their wellbeing should this be needed. Staff told us they were able to request adjustments to their working pattern if needed. Staff told us leaders were supportive of their wellbeing.