The Glades

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.

Staff were warm and compassionate in their interactions with people. We observed consistent and focused support. When staff were speaking with people, they gave them their complete attention to ensure they understood their needs and were able to support them appropriately. Staff worked together well, they were able to deliver an organised and structured service whilst maintaining a relaxed and homely atmosphere.

Staff were positive about the people they supported, 1 commented, “I have never looked back since working at The Glades. I wake up every day excited to come to work.”

The provider treated people as individuals and they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Although some community medicine routines were restrictive and impacted people’s freedom, people’s choices were generally respected in line with their needs. Individuals were supported to pursue hobbies and interests important to them. One relative said, “My relative is always supported by staff. It’s the same core staff who know all their needs very well. My relative is in the right place.”

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

Staff supported people to do what they could for themselves, and staff adapted their support to people’s abilities, strengths and confidence levels. This approach promoted autonomy and dignity. Records showed people regularly engaged in meaningful activities to them such as watching television, listening to music or drawing. A staff member said, “People have choices they pick what they want to do. For example, 1 person likes to go out walking and another person loves shopping. We have a shared minibus and a car for people to access.”

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 responded to people’s needs in a timely manner and there were staff available to assist when needed. We did not receive any negative feedback in relation to staffing levels. One relative said, “I trust staff 100% my loved one has a brilliant routine.”

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

Feedback from staff was they felt supported and respected. Comments included, “I’ve worked here for many years and it’s a good place to work” and “Staff morale recently has started to feel good; we are a strong team.” Staff received supervisions and yearly appraisals and were encouraged to attend regular team meetings.