The Grand Care Home

Technology was used to ensure people stayed in contact with their loved ones. This included using a large interactive tablet purchased by the provider, to help engage and involve people through social media platforms.

People received person-centred care and support. The service used a proactive approach to concerns and complaints. Investigations were comprehensive and included higher management to investigate to form an independent judgement and objective outcomes.

The service was particularly skilled at helping people and families explore and record their end of life wishes. They provided a tailored person-centred palliative care box, which contained sensory items such as hand creams, scent diffusers, sensory mitts and person-centred literature and music to be used when people received end of life care. Religious blessings were organised according to the wishes of people and their families.

The provider had a robust oversight to ensure people were kept safe. Good examples were shared with us, which identified good practice to ensure risks were minimal. Staffing levels were sufficient on the day of our inspection. The registered manager used a dependency tool to support staffing levels and safe recruitment processes were followed. The service participated in the government sponsorship scheme and safely employed staff from overseas.

People received their medicines as prescribed. Staff were trained and their competency tested to ensure safe management of medicines were adhered too. Infection control measures were in place and the service followed current guidelines for Infection control and visitors to the service.

People's needs were assessed prior to moving into the home. The initial assessment document had been reviewed and updated. The service used technology to record people's care and support. This gave staff

access to information in real time.

Staff were supported to ensure their knowledge and training was up to date. The service provided staff with a robust induction when they first started working at the service. Nursing staff were supported to keep up to date with their professional qualifications.

There were good examples of effective care and positive feedback from healthcare professionals. The home was purpose built and included signage for people and visitors to navigate around the home freely.

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.

Staff treated people with kindness and compassion. People were supported to express their views about the service and feedback was captured on the live digital reception feedback report along with meetings for people who use the service and surveys. Where people and staff's first language was not English, support systems in place to ensure everyone could communicate in a way they understood. People were respected and supported to be independent by caring staff that showed empathy and patience for people and their care needs.

There was an open and transparent culture throughout the service. Leadership, and governance of the organisation was well embedded. People and staff were complimentary about the registered manager and how the service was run. Staff were empowered and motivated. We saw improvement to quality management had been made. Legal requirements were adhered to. The service worked in partnership with others to develop joined up care.