Grosvenor Court

The service had been registered before the development of guidance and values which are currently considered and underpin the Registering the Right Support. However, the values that underpin the guidance such as offering choice, promotion of independence and inclusion were evident in the support people received from staff so they can live as ordinary a life as any citizen.

People's experience of using this service: • At our last inspection in August 2018 people did not always receive the support they needed. • There was no registered manager in post, there were not always enough staff on duty and staff recruitment processes were not robust. • Guidance for people with epilepsy needed improvement and medicines were not always available or always stored in line with guidance • Records to reduce risks of dehydration were incomplete and security, fire and maintenance arrangements were not effective. • Management audits and quality improvement checks had not identified some areas of concern or addressed some issues previously pointed out. • After this inspection we issued two warning notices telling the provider the improvements needed and by when. The provider sent us an action plan setting out how they would they would do this. • At this inspection significant improvement had been made, a registered manager was now in post and the breaches in regulations identified at the last inspection were now met. • Systems to assess, monitor and improve the service were robust; the provider had invested in the maintenance of the service and the improvement in governance had impacted positively on the culture of the service. • The quality of care people received had significantly improved since the last inspection, records were up to date and reviewed, guidance was in place for staff to consistently support people. • Medicines practice had improved. The management team continuously reviewed medicines practice, including availability and storage to ensure people received their medicines safely. • There were sufficient staff and recruitment practice had improved. The provider had carried out suitable checks to ensure staff were suitable to work with people. • Feedback from a relative and our observation of the care provided were positive. • Communication from staff was good and we saw the registered manager and staff were approachable. People and relatives commented on the caring attitudes of staff. People and relatives felt able to raise concerns if they had them. • There was a positive atmosphere at the service. People were happy, and staff engaged with people in a

kind and caring way. People were busy when we visited and engaging in activities. • Staff were kind and caring, they had the skills and training needed to support people and were supported by the registered manager. People were encouraged to increase their independence and the service supported people to maintain relationships with family and friends. • The registered manager and staff worked with a clear vision for the service.

Please see more information in Detailed Findings below.