Glen Pat Homes

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 service met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating is 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 received person-centred care which reflected their individual needs, preferences and routines. Care plans included information about how people preferred to be supported, their communication needs and the things that were important to them. Staff knew people well and used this knowledge when providing day-to-day care and support.

People were supported to maintain their individual interests and established routines. One relative told us, “My [family member] has activities to go to every day, [family member] has always enjoyed going to the cinema which he has continued to do every Saturday.” This demonstrated that staff supported people to continue doing things that were familiar and meaningful to them.

Staff adapted their approach according to each person’s needs and preferences. Relatives told us people were settled and that staff understood how they preferred to be cared for. Care was reviewed when people’s needs or circumstances changed to help ensure the support continued to be appropriate and personalised.

The provider supported people to receive joined up and coordinated care. Staff worked with relatives, health and social care professionals and other services to make sure people received the support they needed, and relevant information was shared appropriately.

Staff supported people to attend healthcare appointments and considered their individual and communication care needs when accessing other services. Relatives remained involved where appropriate. One relative told us, “If there’s any appointments coming up, they will let me know. I will take my [family member] on appointments, but the staff will support [family member] if for instance for some reason I could not go.”

Staff maintained communication with those involved in people’s care and followed advice from external professionals. This helped provide continuity and ensured people continued to receive care that reflected their individual needs when accessing different services.

The provider made sure people received information in ways they could understand. Staff adapted their communication to people’s individual needs and used sign language, pictures and other visual methods where appropriate. This supported people to understand information, express their preferences and make choices about their care and daily lives.

The provider also arranged for interpreters to attend the service several days each week to support communication with people. Staff told us information could be provided in different languages and formats when required. This helped reduce communication barriers and ensured information could be made accessible according to people’s individual needs.

Information about meals and other aspects of daily life was presented visually to support people to make informed choices.

Relatives told us they were kept informed about people’s care, wellbeing and relevant changes. One relative told us, “They are very good, they phone me to keep me up to date. It’s nice to talk to them, they tell me what [family member] has been doing and so on.” Another relative said if they had any concerns they were “promptly” addressed.

This helped ensure people and those important to them received relevant information in an accessible and appropriate way.

The provider listened to people and involved them in decisions about their care and the service. Staff used people’s individual communication methods, including sign language and visual information, to help them express their views, preferences and choices.

Where appropriate, relatives were also involved and had regular opportunities to provide feedback about people’s care. The provider maintained regular contact with families and sought feedback through discussions and surveys. One relative told us, “The home does ask for feedback, they take your opinions onboard and listen.”

Relatives told us they knew who to speak with if they had concerns and felt confident these would be considered and addressed. This helped ensure the views of people and those important to them were considered when care and support were reviewed.

The provider supported people to access healthcare, community services and social opportunities in ways that reflected their individual needs. Staff considered potential barriers to access, including people’s communication and sensory needs, and provided support to help people use services safely.

Staff supported people to attend healthcare appointments and worked with relatives and professionals to make sure appropriate support and reasonable adjustments could be planned when needed. People were also supported to access shops, leisure facilities and other opportunities within the community.

Relatives described people being supported to take part in activities outside the home that were meaningful to them. One relative told us, “My [family member] gets great pleasure in going shopping for Zumba clothes, staff will take [family member].”

This helped ensure people were not disadvantaged because of their disability or communication needs and could access services and opportunities that were important to them.

The provider supported people to have equitable experiences and outcomes. Staff considered people’s individual communication, sensory, cultural and religious needs when planning and providing care. This helped ensure people were not disadvantaged because of their disability or other protected characteristics.

People’s cultural preferences were recognised and accommodated. For example, a relative told us they had raised the importance of their family member receiving halal food and confirmed the provider had responded to this and continued to meet this need.

The provider also considered the different ways people communicated and adapted support accordingly. Staff knew people well and understood that individuals experienced and expressed their needs in different ways. This helped people receive care and support that reflected their individual circumstances and promoted equitable outcomes.

The provider supported people and those important to them to plan for future changes in their care and support needs. Staff reviewed people’s care regularly and involved relatives where appropriate so that changes in people’s health, wellbeing or circumstances could be identified and planned for.

Staff considered people’s individual communication, sensory and support needs when planning ahead. Where appointments or changes in care were anticipated, staff worked with relatives and relevant professionals to make sure appropriate support and reasonable adjustments could be arranged.

People’s future care needs, including any wishes or preferences relating to end-of-life care, were considered as part of care planning where appropriate.

People’s care plans were reviewed and updated whentheir needs changed. This helped ensure future care remainedappropriate,person-centredand consistent with people’sindividual needs and preferences.