The Granby

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We received mixed feedback from people and their relatives, if they felt listened to. Some people gave positive examples of people knowing them and listening to their needs, where others told us there could be better communication and feedback. Records were required to be more robust to show people had been involved in reviews of their care plans.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We received mixed feedback if people felt fully listened to. One person told us, “There is a very good person [Name] who will come in and change me to make me look better. I feel much better when she does this for when my visitor comes.” Another told us, “No [I am not listened to], I wish they would listen as I don’t know what is going on. They used to be a lot better than they are now.” A relative told us, “I would like to get feedback from them [staff]. Sometimes my [Name] tells me but she can get confused. It would be good if they let me know how she is and what has happened when the Doctor has been, as she can’t always remember.”

People were not completely sure if they had been involved in their care plans, and reviews of care plans did not evidence people had been involved.

Staff told us they felt listened to, and that people were listened to. One staff member told us, “I always chat with relatives when visiting the service and let them know how their family member is.”

Feedback was sought from people, their relatives and staff in satisfaction surveys. This was analysed and discussed in meetings but there was no robust action plans developed to use this to improve the service.

Meetings took place and staff felt confident they could raise areas for discussion. Relative meetings had not been held often but improvements were starting to be made to promote attendance.

The provider had policies and procedures for the management of complaints. However, some complaints did not appear to have been recorded.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.