Glenmore Trust - Northumberland Street

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 outstanding. At this assessment the rating has changed to 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.

People received support that reflected their individual needs, preferences and aspirations. Care plans included information about communication, routines, interests,relationships and goals. During visits, staff demonstrated a good understanding of the people they supported and adapted their approach according to individual needs. Although some records contained generic wording, the overall evidence demonstrated people received personalised support.

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

People benefitted from coordinated support involving staff, healthcare professionals, housing providers,advocates and local authority teams. Staff described positive working relationships with partner agencies and care records evidenced multidisciplinary involvement in supporting positive outcomes. Continuity of care was generally maintained through established staff teams and effective information sharing. Staff said they also worked well alongside external professionals, which supported coordinated care and continuity for people.

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

People were provided with information in ways that supported their understanding and involvement in decisions about their care and support. Care records contained information about communication needs and preferred methods of engagement, and staff demonstrated a good understanding of how to adapt communication to meet individual needs. Staff supported people to make choices about their daily lives and to understand decisions that affected them. Staff meetings, reviews and involvement of families, advocates and professionals helped ensure information was shared appropriately.

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.

People were involved in decisions about their support, daily routines and future plans. Records demonstrated people were consulted about matters affecting their lives,and staff promoted choice and involvement. During visits, people appeared confident expressing preferences,and staff responded appropriately. Families, advocates and professionals were involved where required. Staff meetings also provided opportunities to share information and discuss people's changing needs.

The provider made sure that people could access the care, supportand treatment they needed when they needed it.

People were supported to access healthcare, community activities, employment, volunteering opportunities, faith activities and social networks according to their individual preferences and circumstances. Care plans demonstrated efforts to reduce isolation and promote inclusion. The provider worked with advocates, healthcare professionals, housing providers and local authorities to help people access services and opportunities important to them.

Staff told us people were “treated with kindness, dignity, fairness and equality.”

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

People were supported to access opportunities within their local communities and maintain relationships that were important to them. Records demonstrated support for volunteering, faith activities, social groups, community access and maintaining family relationships. The provider worked with advocates, healthcare professionals and local authorities to reduce barriers and promote inclusion. However, records did not always robustly evidence people’s progressover time.

People were 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.

People were supported to work towards goals around independence, community involvement, meaningful activity and future living arrangements. The provider worked with people, families and professionals to support tenancy planning and transitions to greater independence where appropriate. However, records did not always clearly demonstrate how progress towards long-term goals was measured and reviewed.