Glenmore Trust - Northumberland Street

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,dignityand 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People,relativesand staff consistently described a caring culture where staff treated people with dignity and respect and involved them in decisions about their support.

During visits we observed warm, natural interactions between staff and people. People appeared relaxed and comfortable in their homes and staff demonstrated a detailed understanding of their needs, preferences and routines. One member of staff told us, "The service users are treated with utmost respect, fully involved in decisions and choices." Feedback from people, observations and care records consistently reflected a caring culture.

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.

People received personalised support that reflected their individual needs, preferences and aspirations. Care plans included information about communication needs, interests, relationships, health conditions and goals. We saw evidence of support tailored around volunteering, community activities, faith, hobbies and maintaining important relationships. One member of staff told us, "Clients are at the centre of everything we do." Homes were personalised and reflected people's personalities and interests.

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

Staff encouraged people to make decisions and maintain as much independence as possible. Support plans promoted choice and identified opportunities for people to develop daily living skills, participate in community activities and remain involved in decisions affecting their lives. During visits we observed people making choices about meals, activities and daily routines, with staff providing support in a way that encouraged independence.

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 responded promptly to people's day-to-day needs and demonstrated a good understanding of how individuals preferred to receive support. During our visits,we observed staff providing timely assistance and adapting their approach according to people's communication styles, preferences and levels of independence. People appeared comfortable approaching staff,and staff responded in a patient and supportive manner. Care plans included guidance about people's routines, health needs, communication preferences and support requirements. Feedback from staff and our observations indicated people received support when they needed it from staff who knew them well.

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

Staff generally felt well supported by their peers and team leaders. Staff had access to training, supervision and competency monitoring, and recruitment records demonstrated ongoing workforce development. One member of staff told us,“The training is now very good. The core training that we do is relevant and up to date.”Staff also described positive team cultures and supportive local leadership.