Great Grace Services Ltd

Staff generally understood and managed risk but records did not always provide enough detail. Staff were recruited safely but there were some shortfalls in the documentation. Governance systems in place had not always identified shortfalls or actions for improvement. Medicines were generally managed safely, however, documentation for PRN and specific protocols required strengthening. Following our feedback, the manager took immediate action to rectify these issues.

There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training and regular appraisals to maintain high-quality care. People and family members knew how to give feedback and were confident the service took it seriously and acted on it. The provider, who was also the registered manager was actively involved in the day to day running of the service and created an open and inclusive culture for people, their family members and staff. Staff felt valued by the provider and were encouraged to give feedback. People and family members were central to assessments of their care needs.

The provider demonstrated a positive culture of safety and learning. Staff understood safeguarding responsibilities and felt confident to raise concerns. Systems were in place to investigate incidents and share lessons learned. Partnerships with families and professionals supported continuity of care, and staff acted promptly when people’s needs changed.

The provider was in the process of implementing an electronic care planning system and formalising governance arrangements. Leaders were visible and responsive, and staff described a positive, inclusive culture. Equality and diversity were promoted, and staff understood human rights and person-centred care.