The Grange

The service ensured people received food and drink to meet their dietary needs. Staff felt supported and completed training to ensure they had the skills and knowledge to meet people's needs. People were supported to access health professional support to enable them to live healthier lives.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; there were policies and systems in the service that supported this practice. However, records were not always consistent relating to people's capacity and we have made a recommendation in relation to this.

The atmosphere within the service was friendly and welcoming. Staff were caring and ensured people were treated with dignity and their rights respected. People were involved in their care and staff promoted independence. People's privacy was respected, and records were stored securely.

People and their families had positive and caring relationships with staff. People enjoyed a range of activities which included visits from community groups. Complaints were investigated and responded to in line with the provider's policy. People's end of life wishes were recorded and staff worked with professionals to ensure people had dignified end of life care.

There were some systems in place to monitor and improve the quality of the service. The systems were not always effective. There was an open culture that encouraged the involvement of everyone and promoted a person-centred culture. Staff felt valued and listened to.