Grosvenor House Care Home

Managers and staff ensured people were safeguarded from the risk of abuse, neglect and avoidable harm. Safeguarding incidents were managed appropriately, and any improvements to processes or practices were made when needed. People’s capacity to make decisions about their care was assessed and when they were unable to make decisions, their relatives were consulted to ensure the support provided reflected their best interests.

People and relatives told us staff provided safe care and we found risks to people’s health and wellbeing were managed well. When people needed specialist care from community agencies to meet their needs, managers arranged this.

The provider ensured staff were recruited safely and were suitable to support people in their homes. Staff completed appropriate training so they could support people well. They received regular support and supervision and told us they felt well supported and valued.

People were supported by a small team of consistent staff, which people told us was important to them. They told us staff were skilled and competent, visited them on time and stayed as long as they should. Staff knew people very well and provided them with individualised care which reflected their needs, risks, preferences and routines. People and relatives told us staff often went above and beyond their duties and responsibilities and we found examples of this. A community professional praised the consistency of staff and visit times and the professionalism of managers.

People and relatives told us staff were kind, compassionate and respected their dignity. Staff encouraged people to be as independent as they could be, to have control over their daily lives and to make choices when they could. The provider sought regular feedback from people about the quality of the service.