The Glen Nursing Home

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 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Feedback from people and relatives was universally positive about the caring nature of staff. We observed extremely warm and friendly interactions between people and all groups of staff. The atmosphere was inclusive, and friends and visitors were welcomed. We observed staff engaging very positively with people. Staff spoke warmly about people and their role. Staff took time to ensure people had personal items that provided comfort with them. For example, one person liked to have baby doll with them. Another person liked stroking cats, and they had two companion cats on their knee. We saw staff engaging with them and petting and naming the cats which made the person smile and interact. Staff understood people’s histories and family connections and used this as a point of reference when engaging in meaningful and discrete conversations. This included chatting about people’s previous jobs, hobbies and interests and family members, such as grandchildren. The service had a comfortable seating area where there was a moving local train journey on the wall, which simulated sitting on a train. We saw staff talking to a person about the views and the journey. Throughout our visits we saw staff and people laughing, smiling and engaging in familiar and interesting conversations.

We received universally positive comments from relatives and people about the exceptionally caring nature of staff. Comments included, “They [staff] are very nice and friendly, and I cannot speak highly enough of them” and “Everyone is treated with respect. The care is kind and gentle.”

Allied professionals confirmed they were treated as valued partners in people’s care, and they were greeted and responded to with respect and kindness by staff.

The atmosphere within the service was caring, welcoming, and vibrant. Interactions between staff and people supported wellbeing, independence, and a strong sense of dignity. The caring nature of staff extended throughout the whole staff team, and we saw the provider, registered manager and ancillary staff also demonstrated a warm and kind approach towards people and their relatives. Relatives complimented the management team on their approachability and responsive caring nature.

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 were supported by consistent staff to live as individuals. Staff knew people’s needs and wishes well. Staff took account of people’s strengths, abilities, aspirations and protected characteristics, as well as their cultural and unique backgrounds.

We saw positive examples of staff recognising and respecting people’s individual preferences, identities, and choices. There were two dedicated activity coordinators and there was a varied programme of activities available throughout the day, including weekends. Alongside this staff knew people well and offered support for people to take part in person-centred activities which reflected their individual preferences. For example, one person who had a personal interest in art had visited a local gallery to see an exhibition. Another person had gone shopping to choose and but paint to decorate their bedroom. Feedback from relatives about the activity coordinators was very good. Comments included, "Such energy and enthusiasm, always happy and smiling."

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

People’s rights and independence were promoted, and this was reflected in feedback, our observations and people’s care records. Staff spoke warmly about people and told us about examples where they promoted their independence and encouraged them to make choices. People and relatives told us they were involved in writing their care plans.

The provider was exceptional in how they 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 to people’s needs in the moment and any changes they required in their support. There was a good staff presence around the home and staff were vigilant in recognising subtle signs people needed their support. For example, a person was becoming anxious, and a staff member immediately approached them to provide comfort and support. The staff member discretely used key phrases and a reassuring touch. This meant the person became calmer and reciprocated with a trusting hug towards the staff member. Another staff member observed a person becoming agitated. The staff member offered the person the opportunity to go outside for a walk around the gardens. We observed them having conversations about the person’s family and plans for the day. When the person returned to the lounge they were smiling and relaxed. People’s emotional wellbeing was a high priority.

Relatives confirmed staff were responsive to people’s needs and wishes.

We received consistently excellent feedback from allied health and social care professionals. Staff escalated changes in people’s needs and sought and welcomed advice and guidance. Comments included, “The care setting has been exemplary in delivering support that is flexible, coordinated and capable of being adjusted promptly in response to changing levels of need.”

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 they felt valued, and their health and wellbeing were actively promoted. They received good support from the provider and the registered manager. They told us they felt encouraged to participate in additional training and learning opportunities. Several staff told us how the provider had actively supported them through difficult circumstances and made reasonable adjustments to support them in their role. The provider promoted an ‘Employee of the month’ initiative, which recognised and celebrated outstanding contributions.