The Glow Rest Home

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

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The person living in the care home was treated as an individual and they received consistently good, person-centred care and support from the same small group of 3 staff who were familiar with their needs, preferences and daily routines. Their care plan contained detailed, person-centred information about the person’s unique strengths, likes and dislikes, and how they preferred staff to meet their individual care needs and wishes.

The provider understood the diverse health and care needs of people and their local communities, and ensured care was joined-up, flexible and supported choice and continuity.

Staff understood the persons care needs and that they worked well with external health and social care professionals to consistently meet those needs. The person received care and support from services that understood the diverse health and social care needs of their local communities.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The registered manager and staff were aware of their responsibility to meet the persons communication needs and to make information accessible to them. They worked well with people, their families and external care professionals to understand how the person preferred to communicate. Staff ensured information was shared with the person in a way they understood.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The persons relative had regular opportunities to speak to the registered manager and staff and they felt listened to and involved in making decisions about the care and support their family member received at the care home. People told us they felt comfortable raising any concerns they might have with the registered manager and staff. People were provided with easy to access and understand information about how they could report concerns and how these would be dealt with by the provider. The registered manager told us they were in regular face-to-face, telephone and email contact with the persons relative who regularly visited the care home.

The provider made sure that people could access the care and support they needed when they needed it.

The person had equitable access to the service, and support was adapted to ensure their needs, preferences and circumstances were met. Adjustments were made to promote inclusion, safety and choice. The person had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests. Staff told us they regularly supported the person to access the garden when the weather was nice.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

The registered manager assessed and planned for the person’s needs. They made sure barriers to providing care were identified and mitigated. Staff respected the person’s identity, personal routines and need for consistency. Staff knew how to protect the person from discriminatory behaviours and practices.

The person was supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The person and their families were supported to be involved in discussions and participate in decisions about their future care needs and end of life wishes. Their care plan included a section where a persons end of life care and support needs and wishes were recorded.