Glentworth House

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 and their relatives were happy with the care they received. One person told us, “Very happy here. I’ve been here a couple of years now, but yes, I enjoy it.” A relative said, “It’s not just [my relative] who is lucky to be here, it’s me too. I know that he is safe and cared for and that means the world to me.”
Staff enjoyed giving care to people and it was clear from their feedback that providing good care was their aim. The registered manager told us, “We look at ways we can do things differently for people, so they can get the care they need and want.”
During the on-site assessment, the atmosphere at the service was friendly and welcoming. We saw and heard staff interacting with people in a meaningful way and heard lots of laughter from people, visitors, and staff.

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 and their relatives told us that staff knew them well and treated them as individuals. A relative told us, “The staff treat [my relative] very well, he’s known as the gentle giant, they all know him so well.”
Staff got to know people well, how they liked their care to be delivered and what they enjoyed doing. One member of staff told us, “The care plans have all the information, but we have got to know the residents as people. We talk and spend time with them, we enjoy our time together.”
People’s care plans contained details of people’s choices and preferences. These were kept under review and staff were aware of them.

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 staff supported them to lead independent lives, and the support provided helped them to create the lives they wanted. One person told us how staff support them to access the local community and attend events. We saw examples whereby several people, with the support of staff had attended events and parties in the evening. One person told us, “I can talk to the staff if I need to. I go out most days with someone. I go to [community activity] and really enjoy it. Otherwise, I go into the lounge, there’s always something going on. It’s nice because even though there’s a huge age gap between some of us, we all get on really well.” Staff gave us examples of how they promoted people’s independence, such as encouraging them to dress themselves and choose which clothes to wear. We saw activities were planned individually for people. One person told us, “There’s always something going on. We do activities all of the time.” Staff made time to sit with people and talk about their interests.

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.

Staff were on hand to support people when they wanted and needed it. They responded quickly to call bells, but also to people’s requests. A relative told us, “Staff are always on hand to help with anything. I’ve never had a time when we’ve needed to wait, or they weren’t sure what to do.”
Staff were aware of people’s needs and understood when people needed assistance. One member of staff told us, “We respond to people when they need us. We also recognise when people are not happy, even if they can’t speak, we can see through their facial expressions or gestures they make.” Feedback from people was monitored to ensure their needs were met and the registered manager regularly observed care and spoke with people to ensure they were happy.
 

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 the management fostered a positive work environment and looked out for their wellbeing. One member of staff told us, “[Registered manager] is very supportive, he is always asking us for our ideas and opinions. He listens to us.” The registered manager added, “We support staff and listen to them. On the more difficult days, we have a debrief for staff and support reflective practice.” We saw examples of staff being supported both at work and personally.