Glenroyd

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff were consistently observed to be warm, caring and responsive to people’s needs. A relative said, “The care here is fantastic; the whole family is made to feel welcome.” Staff acknowledged people respectfully and maintained dignity during personal care. We observed positive staff interactions and emotional engagement. People spoke fondly of their relationships with staff, and the atmosphere throughout the service was welcoming and inclusive.

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.

The provider always treated people as individuals and delivered care that reflected their personal preferences, interests and needs. Bedrooms were personalised with items such as themed bedding and memory boards. People and relatives confirmed that staff were attentive and responsive to individual needs.

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

The provider always supported people to maintain independence, make choices and exercise control over their lives. People were offered choices throughout the day, including meal options and where to spend time. A person said, “I can have a shower whenever I want.” Staff respected people’s decisions and promoted autonomy, including supporting self-medication where appropriate. Care plans were person-centred and reflected people’s wishes, with monthly reviews ensuring they remained current.

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.

The provider always responded to people’s immediate needs in a timely and person-centred way. Call bells were answered promptly, and staff were observed reacting quickly to emergencies. A relative said, “If there are any problems, the staff are very approachable, and things are sorted right away.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider always supported staff well-being and enabled them to deliver high-quality care. Staff described feeling valued and supported, citing the “open door” policy and daily huddles. Training was accessible and tailored, with competency checks in place. Staff praised the manager’s leadership and the positive culture within the service. A staff member said, “It is a really good home. Things have dramatically improved, and we are kept up to date.” Agency use had significantly reduced, and staffing levels had increased to meet people’s needs safely. Staff felt empowered and proud of the improvements made.