Gleberry Support Hinckley

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 spoke positively about the care and support they received. One person said, “They are good hard workers, they are always so jolly and smiling. I never feel like a burden to them. We are really happy with them.” One relative told us, “Nothing is too much trouble and they will even pop in with a paper if needed. It was [Person’s] birthday and the managers came and sat with them in the evening and brought a birthday card.”

Staff described practical steps they took to protect people’s privacy and dignity when providing personal care. For example, staff told us they closed doors and curtains during personal care to maintain people’s privacy and provide support discreetly.

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.

Relatives told us staff understood people’s interests. One relative described how staff engaged their family member in activities they enjoyed and followed their lead about how they wished to spend their time.

Staff described how they adapted their approach to each person. One staff member said, “Clients tell us what they like to talk about, we have a joke with them. There are different individuals with different needs who need different approaches. We make them feel part of the conversation.”

Care plans recorded people’s likes, dislikes, personal histories and how they wished to receive support.

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

People received support that reflected their individual abilities, with staff providing assistance where required. For example, one person was encouraged to transfer independently to their wheelchair, whilst staff provided minimal support with selected aspects of dressing. Another person received support that complemented the care provided by their relative, helping them remain independent within their home.

Staff described how they supported people to maintain their independence. One staff member said, “If clients use a walking stick or zimmer frame, I make sure I encourage them to use it when walking.”

Care records described people’s routines, what they could do for themselves and where they needed support.

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 had systems in place to respond when people’s immediate needs changed or in an emergency. This included a 24 hour lifeline and call out service, which connected people directly to senior staff who could assess the situation and visit where required. The provider had arrangements in place to ensure more than one senior staff member could respond to lifeline calls when needed. During the inspection, we observed a senior staff member respond immediately to a lifeline call. They checked on the person’s wellbeing, listened to their concerns and provided reassurance while establishing whether further support was required.

Relatives also gave examples of staff responding when people needed immediate assistance. One relative told us, “Last night the carer phoned me, [Person] had tried to get themself to bed and fell but didn’t hurt themself. Another member of the care team came to the house with equipment to get them up from the floor safely.”

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

Staff spoke positively about the support available to them and felt able to share their views. One staff member told us, “They do questionnaires with us and always encourage us to speak.”

Staff surveys and newsletters showed the provider sought feedback from staff and shared information about wellbeing initiatives, mental health awareness and employee welfare. Staff were also reminded that management were available to provide support and were invited to contribute ideas about improving working practices.

The provider operated an ‘above and beyond’ staff recognition scheme, where staff could nominate colleagues for their contribution. One staff member was selected each month and received a gift in recognition of their work.

The provider had a lone working policy and an out of hours procedure in place, which staff could use to seek support or advice when needed.