Milton Grange

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

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. People told us staff were kind and compassionate and supported them to be independent if this was the choice.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People actively sought out staff to chat to and spend time with. Staff were friendly, respectful and attentive to people's needs. Staff supported people in a kind, calm way, reassuring people when needed and actively encouraging people to take part in activities they enjoyed. Staff spoke to people with dignity and respect, supporting people to maintain their appearance discreetly and appropriately.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Relatives told us communication was good and they were kept well informed about daily events and any changes to people's health and care needs. A relative told us, " I definitely feel listened to. I tend to direct my calls to the manager, I have an [electronic independant messaging application] which is brilliant. The manager gets back to me quickly. It's brilliant I have complete peace of mind." Another relative said, " They keep me informed. I'm very pleased with the home, this is the best one [person] has been in." One person told us, " They look after me well, they know how I like things done and I'm very happy here." People were supported to maintain their independence as far as they were able. People told us they chose what they were going to wear, how they would spend their day and felt well cared for and looked after. Everyone we spoke with commented postively on the service and care provided by the staff team at Milton Grange.

Staff understood the importance in respecting people's rights to privacy, dignity and in ensuring they were supported to maintain a level of independence. Staff spoke knowledgably about people, their likes and dislikes and how they preferred their care and suport to be given. A member of staff told us, " We always give people choice, we ask them what they would like and respect their decision. " The manager told us, " We allow people to be treated as individuals,that is important. They choose their wake up time, whether they would like a shower or bath and what activities they would like to do. They can choose if they would like to stay in their bedroom or join in the lounge. If the meals are not to their liking we offer a range of alternatives. We do as much as we can to keep their independence. We ask for their opinion and listen and act on them."

People's care plans and records had up to date information to promote and maintain their independence. Care and support plans covered all areas and included night time preferences, mobility, communication and relationships. Staff knew people very well and regularly met and spoke with their relatives to ensure they were all kept up to date with people's changing health and support needs.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.