The Glow Rest Home

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

The person living in the care home was treated with kindness and compassion. Without exception, we received only positive feedback from people about the registered manager and staff who lived and worked in the care home. A person told us, “The staff treat me well. I like the staff.”

The person looked at ease, comfortable and happy in the presence of staff who were supporting her. The way staff interacted with them throughout our onsite assessment was characterised by warmth, kindness and dignity. The registered manager and staff spoke about the person they supported in a respectful and affectionate manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated the person living in the care home as an individual, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to them and ensured care was delivered in accordance with their expressed wishes as set out in their individualised care plan. Their care plan contained detailed information about their strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The person living in the care home was actively encouraged and supported by staff to make informed choices where possible. They told us, “I can choose what I eat and drink.” This was confirmed by staff who added, “We always ask [name of person living in the care home] want she would like to eat for her lunchtime meal in the morning, so we have plenty of time to prepare the meal she has requested.” The persons care plans gave staff a good overview of their dependency levels, so they knew exactly what they were willing and capable of doing safely for themselves, and what tasks they needed additional support with. Staff understood the preferred ways they communicated and expressed their choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff supported the person to access external health and medical care services as and when required. Staff were aware of the person’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of them becoming distressed or unwell, emotionally and/or physically.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the registered manager cared about their wellbeing and had created a positive environment for everyone to live and work in. Staff told us they felt happy and safe living and working in the care home. A staff member told us, “This is a great place to live and work. It’s a very homely, caring and family orientated environment.”