The Grove

Visiting healthcare professionals told us they had seen recent improvements in the service provided. They told us, "They take advice and carry out any care required. We have no concerns" and "Things are definitely much better. They always email us if they are concerned about anything in a timely manner."

There were enough permanent and agency staff on duty and rotas showed staffing levels were adequate. People and staff confirmed that staffing had been a challenge during a recent Covid-19 outbreak but the dependency on agency staff had reduced and recruitment was going well. Staff confirmed there were generally enough staff available to support people living at the service and to meet their individual needs.

There were walkie-talkie handsets in place to support staff to communicate when working throughout the service. There were still occasions when handsets were either not working or not being used by some staff. This was being closely monitored by the manager and office manager. The provider acknowledged this issue at the last inspection and told us they were looking at replacing the current system with a more reliable one. This had not yet taken place. We have made a recommendation about this in the well led section of this report.

The service had completed moving people's paper care plans to an electronic care planning system. This had improved how people's needs, risks and reviews were recorded. Whilst not all staff had completed specific formal training on line to use the new electronic system, we were assured that all staff were using it to some extent at the time of this inspection.

Handover records had improved and contained information on people's health conditions and needs. This included where people needed their nutrition and fluids monitored.

People received their medicines as prescribed. Paper medicine administration records were being used. There were regular checks and audits of aspects of medicines management and this monitoring was identifying further improvements which were being implemented.

People were relaxed and comfortable with staff and had no hesitation in asking for help from them. Staff were caring and responded to calls for support from people in a timely manner.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. Policies and systems in the service supported this practice.

Accidents and incidents were recorded and monitored. Regular audits of these records showed the service had taken action to support people where patterns and trends were evident.

People were supported to access healthcare services, staff recognised changes in people's health, and sought professional advice appropriately. Staff were informed about people's changing needs through shift handovers and records of the care provided for people.

People told us they felt safe and happy living at The Grove. Comments included, "Everything is really fine now," "I tell the (staff) if there is anything wrong, and they sort it all out" and "We looked at a lot of places before I came here and we knew immediately that this was the one, and I am very happy here. The food is good and I am fussy, but I always have something to eat that I like offered to me."

Staff morale had improved and they were happy working at the service. Staff told us, "I left when things were bad last year but as soon as I heard things had improved so much I came back. Several of us did this," "It is so much better now. I love it here" and "The manager and the office manager are amazing they have really made a difference here."

The service had found it challenging to recruit to a vacant chef post. People told us they had been aware of changes in the kitchen staff and some said changes in the quality of meals had been noticed. However, the manager assured us that a new chef was about to commence work in the coming weeks.

The service had just come to the end of their first outbreak of Covid-19 since the pandemic began. We were assured that risks in relation to the Covid-19 pandemic had been managed appropriately. Staff had access to appropriate PPE and hand washing facilities, which they used effectively and safely. The service was following current guidance regarding testing and visiting arrangements.