Grove Hill Care Home

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

Date of assessment: 30 June 2024 to 30 August 2024 We assessed the service due to concerns we had received from external agencies relating to people’s safety, risk management and governance. We initially looked at 7 quality statements, however, the assessment was later expanded to include a further 6 quality statements following concerns identified at our initial onsite visit. Risks to people were not managed effectively and processes for calculating staffing levels had not recognised the individual needs of people at night-time. Staff had not received appropriate training to meet people’s needs safely and effectively and as a result people were placed at risk of harm. Safeguarding concerns had not always been dealt with appropriately. The provider did not promote effective partnership working. Decisions were made for people who lacked capacity which did not follow national best practice guidelines and legislation. Leaders did not promote a culture where people’s dignity was respected. There was a lack of oversight within the service and leaders did not have the skills to ensure the service ran safely. Systems and processes to ensure people received safe care were not always effective. We identified 5 breaches of the legal regulations in relation to safeguarding, safe care and treatment, consent, dignity and respect, and good governance. In instances where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded. We have also asked the provider for an action plan in response to some of the concerns found at this assessment.

People's experience of this service

We received mixed feedback about people’s experience of the service. For example, one person told us they did not always feel safe and felt the activities available and menu choices did not meet their needs. Two relatives told us they had previously felt the service was very safe but this this had recently changed, due to witnessing staff letting people into the service without the appropriate checks or verification, and due to witnessing an incident at the service. Another relative told us staffing levels impacted their relative to spend time outdoors, in line with their preferences. One relative raised a health and safety concern with us. However, other people we spoke with told us they were happy living at the service and had no concerns. One relative told us: “My [relative] is happy, so I am happy too. They “get you,” which I really appreciate.” Another relative told us: “Every effort is being made to make [my relative] constantly comfortable, supported and very comfortable.” We observed staff to be kind and caring. We observed a group of people being supported to attend a pub lunch during one of our site visits. Staff spoke positively about the leaders within the service and felt supported.