Glanmor

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 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 told us staff were kind and treated them in a way then enhanced their lives. One person told us how they were supported in a compassionate and dignified way that enabled their independence. We saw staff treating people in a kind and caring way.

Staff could describe how they supported people in a way that ensured they were treated with dignity.

Professionals shared leaders and staff engaged proactively with them and worked in a respectful and collaborative way with them.

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.

Care plans reflected people’s choices and preferences. One person told us they had recently moved to the home and felt very well supported by staff who treated him as an individual. We saw people came and went from the home as they chose to pursue their own activities. Care plans confirmed detail about people’s wishes and how they preferred to receive their support.

The provider promoted people’s independence, so people knew their rights and had choice

and control over their own care, treatment and wellbeing.

People told us they were supported well by staff and were positive about the staff and leaders. Comments included “The staff are great; they give me choices and always ask me to make sure I am happy” and “I am lucky to live here…. staff are helpful and encourage me to be independent”.

We saw staff supporting people with choices and enabling them to make independent decisions.

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.

People told us the provider was responsive to their urgent needs. Several people had complex health issues which had necessitated calling emergency services. We saw leaders and staff had called for assistance in a timely way to ensure people received appropriate medical support. When 1 person returned form a stay in hospital leaders ensured their support plans were adjusted to reflect their needs during a period of recovery. Another person required more intensive support and the provider evidenced they had initiated contact with the local authority. The person told us “Staff have been excellent in giving me more dedicated time”.

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 leaders were approachable and open to ideas. Staff were confident they would be listened to and any required actions would be taken by leaders.

We saw staff had regular supervisions. The supervision notes we reviewed showed detailed records of discussions, issues and ideas staff had for improving the service. Staff told us leaders positively acted upon suggestions for improvements and developments within the service.