The Glades

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 involved people in decisions about their care and treatment and responded to changes in their needs. Staff promoted person-centred care, offered choice, respected preferences, and understood how to raise concerns about changes in people’s health.

Care records were detailed, up to date and person-centred. People’s care was person-centred and individualised to their specific needs. People’s rooms were personalised to their own tastes and people who struggled with group settings had access to their own space and quiet area. People with sensory impairments had access to specialised equipment to support their engagement and stimulation alongside dedicated garden space which had recently been adapted to include a sensory area. Other plans were in place to further adapt outside areas.

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. The provider had good links with specialist community learning disability teams which ensured people’s care and support was joined up and integrated. The provider attended multi-disciplinary team meetings to discuss updates and changes to people’s care and support needs.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was displayed clearly around the care home. Information was provided to people in accessible formats which included easy to understand information.

The provider enabled people to share feedback, raise concerns, and contribute to decisions about their care. Staff involved people in discussions about changes and acted on feedback.

People told us they knew how to make a complaint and felt confident speaking to staff and the registered manager, who they described as responsive. Regular meetings were held with people to ensure their views were heard, recorded, and responded to. We observed members of staff engaging people in conversations about what activities they wanted to do and what choices they wanted to make. The provider had a complaints policy, and any complaints were investigated and responded to by the management team in line with the provider’s policy.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s care records evidenced people accessed support from external professionals when required. Staff adapted their support accordingly when people’s needs had changed.

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.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics. Staff had received training in equality and diversity and were aware of potential barriers people with a learning disability faced.

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. Where preferences were expressed, these were recorded within personalised care plans to help ensure people’s choices were understood and respected.