Glen Pat Homes

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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we did not rate this key question. At this assessment the rating is 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.

People were treated with kindness, compassion and dignity. We observed warm and respectful interactions between staff and people throughout our visit. Staff knew people well, understood their individual communication methods and gave people time to express themselves and respond.

Staff adapted their communication style to people’s sensory and learning needs, including using sign language and other individual methods of communication. This helped people to be understood and to ensure meaningful interactions between people and staff.

Relatives consistently spoke positively about the care people received and the relationships they had developed with staff. One relative told us, “[family member] is well looked after, the staff always treat [family member] with respect and they genuinely care for [family member].”

People appeared comfortable and relaxed around staff, and relatives told us people were consistently well presented and cared for. This demonstrated that staff valued people as individuals and supported them in a respectful and compassionate way.

The provider treated people as individuals and made sure their care reflected their needs, preferences and what was important to them. Staff knew people well, including their individual routines, likes and dislikes, communication methods and how they expressed their wishes.

Staff adapted their approach to people’s individual communication and sensory needs. This was particularly important because most people were deaf and some people did not communicate verbally. One relative told us, “They take time to sit with [person] and understand what they want.”

They were also offered a range of activities and could choose whether they wanted to take part. Staff supported people to pursue activities and interests that were meaningful to them.

People’s cultural and personal preferences were considered when planning and delivering their care. This helped ensure people were supported in ways that reflected their individual identities, preferences and lifestyles.

The provider promoted people’s independence and supported them to have choice and control over their daily lives. Staff understood how each person communicated their preferences and supported them to make decisions in ways they could understand.

People could choose how they spent their time and whether they wanted to take part in social activities. They were supported to access activities and the local community in line with their individual interests. People were also able to personalise and decorate their bedrooms according to their own tastes and preferences.

Staff encouraged people to develop and maintain everyday skills and provided support where this was needed. One relative told us, “Since being at Glen Pat [family member] has gained much more independence.”

People were supported to make choices about their routines, food, activities and how they spent their time. This helped people maintain control over their lives while receiving the support they needed.

The provider made sure staff responded to people’s immediate needs. Staff knew people well and understood their individual behaviours, communication methods and usual presentation, which helped them identify when someone needed additional support.

We observed staff being attentive to people and responding when support was required. Relatives also described staff as knowing people well and recognising when they needed assistance. One relative told us, “They know how to give [my family member] the support when they need it.”

Staff understood when changes in a person’s wellbeing required further action and knew when concerns should be escalated to managers, relatives or healthcare professionals.

The provider supported staff wellbeing and enabled them to develop in their roles. Staff received regular supervision and had opportunities to discuss their work, raise concerns and identify any additional support or training they needed. Managers were available to provide advice and guidance when staff required this.

Staff spoke positively about working at the service and described a supportive working environment. One member of staff told us, “I’m really happy to be working here.” Staff told us they felt able to approach managers and discuss issues relating to their work.

The provider supported staff to develop the skills needed to meet people’s individual needs. This included relevant training and opportunities to improve communication skills, such as learning sign language. The registered manager also participated in this learning, which demonstrated a shared approach to developing staff knowledge and improving communication with people.

A member of staff said, “I have regular 1 to 1 meeting with the manager every 6 weeks. We also have group meetings.”

Staff worked together and were supported to maintain their skills and knowledge. The registered manager had also completed training as aMentalHealth First Aider, which supported them to provideadditionalwellbeing support to staff and people using the service. This helped promote a stable and supportive workforce that was able to meet people’s individual care and communication needs.