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Inspection Summary


Overall summary & rating

Outstanding

Updated 16 October 2018

The inspection took place on 4 July 2018 and was unannounced.

The Glen is a ‘care home.’ People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. The care service had been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen. At the time of inspection there were six people living at the service.

The registered manager was not present on the day of the inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager for The Glen oversaw several services and a service manager was responsible for the day to day running of the individual service. The locality manager for The Glen was present during the inspection.

At the last inspection, we rated The Glen as ‘Good.’ Since that inspection, some elements of The Glen have remained good, while other areas have become outstanding. The provider had made some changes and improvements to the environment to help support communication and to help people feel more relaxed. Staff had developed and built on the good support previously provided, they had worked with healthcare professionals to increase people’s quality of life.

The Glen accommodates up to nine people. People living at The Glen had some complex health needs. Staff had to use creative ways to support people to live the lives they chose. Staff were determined to provide people with the best possible opportunities in life. Staff linked people to specialist health professionals who updated them on the latest research and supported people with the latest treatments.

People were given support to live a more active and meaningful life. It was clear that staff were very caring and committed to supporting people to live fulfilled lives. Staff shared the provider’s vision, that ‘everyone is unique, every day is special.’ Staff tried to make every day special by trying to ensure people had a good day every day. People smiled and laughed with staff and staff responded to people and colleagues with kindness and respect. Staff felt supported, included and valued by the whole management team, one stated “I would never do anything else .”

Staff worked innovatively with people, their families, friends and health professionals to overcome challenges, big or small. The staff team had an excellent working relationship with a range of professionals. These professionals told us how staff always valued their suggestions and created action plans to implement them. Relatives echoed this, praising the “amazing” relationship they had with staff had with people and praised the support staff provided to their loved ones.

Staff supported people to increase their skills, including cooking, cleaning and budgeting to enable them to live more independently. People had developed skills and grown in confidence and some had moved on to live more independently. The provider had adapted the premises to accommodate and adjust to people’s changing needs. Noise was a particular issue for some people so the provider had adapted the premises to reduce the amount of noise. This had led to one person becoming less upset and anxious.

Since the last inspection, the manager had worked with speech and language therapists to introduce assistive technologies. These technologies enabled people to explain their wishes and preferences more clearly. A tablet

Inspection areas

Safe

Good

Updated 16 October 2018

The service remains good.

Effective

Good

Updated 16 October 2018

The service remains good.

Caring

Outstanding

Updated 16 October 2018

The service was outstanding in the way they cared for people.

The relationship between people, staff, relatives and health professionals was excellent. Staff embraced a caring ethos, where every voice was valued and everyone was treated with kindness, equality and respect.

Staff knew people well and used a variety of methods to enable people to be involved and have a say, no matter how complex their needs.

Staff empowered people to build the skills and confidence to live as independently as possible.

Responsive

Good

Updated 16 October 2018

The service remains good.

Well-led

Outstanding

Updated 16 October 2018

The service was outstandingly well-led.

The registered manager and provider had developed and sustained a caring and positive culture where everyone involved was encouraged to contribute to the continuous improvement.

Robust auditing procedures were in place to assess the quality of care being provided. The provider had a clear strategy for developing and improving the service, which was embraced by staff.

Staff encouraged people to achieve their goals. Staff set themselves high standards and strove for excellence in person-centred care.

The provider was involved in national and local schemes to improve the support that people with learning disabilities received. They shared of best practice through contact and partnerships with local organisations and forums.