Harton Grange

There was a well-established staff team who had worked at the home for several years. The whole staff team were incredibly enthusiastic and passionate about the services they provided. They were skilled and highly motivated and said they were proud to work at the home and deliver a high quality, caring service. One relative told us, "I think the atmosphere here is magical, I feel very much involved. I can leave here with the knowledge that [Name] is well-cared for."

Highly person-centred care enriched people's lives and led to extremely positive outcomes. A person told us, "Staff are there for you always. I have a better quality of life here." An extensive range of individual activities were available to promote all people's well-being. One person commented, "I have a banter with staff about football." Staff supported people to maintain people's links with family and friends. There were also very positive opportunities to connect with the community, including extensive partnership working with local schools and colleges.

People were extremely well-cared for, relaxed and comfortable. Staff had an excellent understanding of their support needs and their personal preferences. They were exceptionally caring and often went the extra mile to support people to a more fulfilled life. One relative commented, "Staff are outstanding, I'd live here myself. I'm here all the time and it's brilliant. More importantly [Name] is delighted with their home and the care."

There was clear evidence of collaborative working and excellent communication with other professionals to help meet people's needs and maintain their independence wherever possible. A healthcare professional commented, "I think it is an outstanding home. There are always staff around and the facilities, activities and equipment are excellent.

Feedback about the service from people and relatives was remarkably consistent and exceptionally positive. One relative said, "It's a very good friendly atmosphere here and the manager is fantastic, it's like a community." People, their relatives and staff were confident about approaching the registered manager if they needed to. They were extremely complimentary about the registered manager and the whole workforce.

The service was dedicated to ensuring continuous quality improvement to make a real difference for people.

There was a very strong and effective governance system in place. Processes were in place to manage and respond to complaints and concerns. People and relatives recognised that their views were valued and respected. One person commented, "I do feel listened to." A relative told us, "Management take an interest in you as well as the people who live here."

People's equality and diversity as unique individuals with their own needs was respected by staff. The service was entirely flexible and changes or adaptations were made to meet people's current needs and choices. The building and environment were well-designed to support the needs of people who may live dementia. It was also accessible, light and spacious for the comfort of people.

People and their relatives were involved and supported in decision making. 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; the policies and systems in the service supported this practice.