The Grange Care Centre

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

The service was responsive. People received personalised care which met their needs and reflected their choices. People's diverse needs were identified and respected. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received personalised care which met their needs and reflected their preferences. They told us staff knew them well, understood their needs and provided the care and support they needed. One person told us, ''I can have a shower whenever I want.''

People using the service looked well cared for. They had clean clothes, hair and nails. They were offered choices and staff were attentive to their needs. People were treated as individuals. People did not have to wait for care and staff provided person-centred care in a timely way.

The staff carried out assessments of people's communication needs. They developed care plans to show the level of support people needed to understand information. The staff team spoke a range of languages and were able to communicate with people using these when people needed information in their first language. The provider offered large print versions of information for people who needed this. They involved relatives to help communicate with people and provide information in different languages and formats. The provider had picture cards, large print menus and translation sheets to help staff communicate with people and provide the information they needed.

People were able to get information and advice that was accurate, up to date and available in a format they understood. Menus, information about activities and signs about the environment were on display. People could use pictorial menus to make choices about food and drink.

People felt involved and that staff listened to them. The multilingual staff team helped people feel heard and able to express themselves. Staff talked with and listened to people. They knew people's preferences and needs and were able to ensure their communication with them was personalised.

There were opportunities for people using the service and other stakeholders to contribute their views through regular surveys, meetings and opportunities to meet the management team. The provider acted on the feedback to develop the service.

People received care and support that was coordinated and met their individual needs. People were able to make choices about their care and support. Staff from different cultures and backgrounds worked at the service and together they had a good understanding of how to meet people's cultural needs. People participated in a range of different cultural and religious festivals and celebrations. People's birthdays and special events were celebrated. The provider had links with local schools and places of worship to help provide diverse activities and opportunities for people to spend time with community members.

People's diversity needs were recorded in their assessments and there were clear plans about how they needed to be supported and cared for. Staff completed equality and diversity training and there were procedures to help ensure people received support to meet their individual needs.

People received personalised support at the end of their lives. The staff worked closely with palliative care teams. They planned people's care according to their individual needs and wishes. Staff worked closely with families to make sure people’s end of life wishes were known and respected. System were in place which ensured people were comfortable and pain free.