Glenfield Woodlands Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Staff were very thoughtful about how and when they interacted with people. Staff were very knowledgeable about people's needs and wishes and were able to understand what people were communicating. People received person-centred care and support that was developed around their individual preferences.One relative told us, “The quality of care is excellent.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff ensured people had access to healthcare and to family and friends. Relatives and friends were free to visit the home without restrictions. We saw family members were involved in escorting their relatives on days out.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were identified and respected. Signage around the home was clear making it easier for people to navigate around the home.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People were invited to provide regular feedback through satisfaction surveys. There was a system in place for responding to any concerns or complaints.People told us they felt confident raising concerns. Records of complaints showed that these had been investigated, responded to and learnt from. One staff member told us, “We can always help them [people] raise anything with the manager. People are listened to by all staff.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Managers and staff showed they understood how to access specialist health or social care support people might need. The provider promoted a culture of empowering people to live their life as they chose, whilst ensuring their safety.One relative told us, “I’m confident everyone knows what [person] needs.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff had training in equality and diversity. People’s care plans included information about their culture, religion, sexuality, and lifestyle. People told us their individual needs were respected. For example, where specialist chairs were used people had space to sit with others in communal areas such as the lounge and dining room and partake in activities.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. They discussed people’s choices and needs with them and supported the person and their families during this time.All staff received training to understand about providing good end of life care. One staff member said, “I don’t like the thought of people dying on their own, I go and sit and talk to them, I hold their hand, making sure they're comfortable and getting the best care.”