East Croft Grange

People received support to maintain good nutrition and hydration in line with their personal choice and their healthcare needs. Staff worked collaboratively with other agencies and professionals to support people's health and well-being. 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.

The service was consistently focused on providing person-centred care and support and staff displayed kindness, caring and great empathy towards people and made sure their dignity was maintained, their beliefs upheld and their independence promoted. Staff had developed very trusting and mutually respectful relationships with people, knew them in detail, including their histories, families, likes and dislikes. Staff supported people to express their views and ideas and be actively involved in making decisions about their care and how their home was run. People's communication needs were thoroughly assessed and understood by staff

People received exceptionally responsive, compassionate and holistic end of life care at East Croft Grange from highly motivated and well-trained staff. People were supported to say what they wanted, be clear about expectations and able to be cared for by people they knew and trusted. There was an excellent range of activities and opportunities available to people and the service was exceptional at helping people achieve positive outcomes, build confidence, independence and help develop and pursue interests and social inclusion. Staff responded to the social and daily needs of people by providing meaningful activities, having regularly reviewed plans of care and by acting quickly upon any concerns raised.

Governance and quality assurance systems and monitoring were evident within the service. Quality assurance surveys were all very positive. Staff felt valued and respected by the management team, and consistently demonstrated high levels of commitment and morale. The leadership of the service promoted a positive, open culture. The registered manager was open and transparent throughout our inspection and it

was evident that the ethos of the home was to promote a transparent approach in all they did. The registered manager displayed knowledge and understanding around the importance of openness and working closely with other agencies and healthcare professionals to make sure people had good care.