Glanmor

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.

People told us they were supported in a way that was personalised to their needs and wishes. For example, 1 person had just returned to the service from a stay in hospital. We saw staff discussing with the person their support needs and how they were going to ensure they adapted their support whilst they recovered. Another person told us staff were “really good” at supporting them in an encouraging way and knew how to ensure they completed tasks without feeling “nagged”. Another person told us they could leave their home when they wanted without having to ask permission to leave. They told us they felt this was person centred.

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.

Leaders and staff ensured people attended health appointments and reviews. The provider had established strong links with their local mental health team and worked proactively with them. Leaders spoke positively about their relationships with external stakeholders who supported them to deliver continuity of care for people. This was done by having regular meetings with other professionals and having a proactive approach when people needed support. One person told us “It’s great that I get the help I want when I need it”.

People were encouraged to attend appointments independently, but support was available if they needed it.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us information was shared in an appropriate way with them. They were able to ask for support form staff if they needed it.

At times when people’s mental health was poor staff would provide additional assistance to people to ensure they were able to understand their communications such as letters and emails. People confirmed this by telling us, “I can ask for help with information as and when I need it”. Peoples’s fluctuating support needs were detailed in care plans.

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 hem what had changed as a result.

People were involved in decisions about the home and had regular house meetings. People told us staff were approachable and listened to them when they raised concerns. We saw people were comfortable to talk to staff during the inspection. There was a complaints policy in place which people and their families knew about.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Leaders ensured all the people were supported appropriately in relation to their individual needs. The home spread over 2 floors. There was a downstairs bedroom should anyone have issues with accessing stairs.

People told us they were supported by staff to book and access medical appointment such as opticians and dentists as needed. Staff provided support to these appointments if people needed it.

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.

Leaders could demonstrate their knowledge of barriers people may face when accessing such things as health care support. Staff could tell us what they would do to ensure people were supported in a way to promote equitable outcomes.

People told us staff organised regular activities such as movie nights, pool tournaments and other trips out. While not everyone joined in with these activities, we were told “It’s great there are things on offer to spend time getting to know other people I live with”.

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 told us they were supported to make plans for the future. One person discussed their aspirations to find a job and to move to more independent support. They shared that staff were supporting them to do this at a pace that suited them. We saw some people had end of life care plans in place. Other people had Recommended Summary Plans for Emergency Care and Treatment documents (ReSPECT). This is a support plan to help people to make advanced choices relating to what treatment they want if they are very ill.