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. Staff knew people well, understood their individual communication methods and gave people time to express themselves and respond.

Relatives consistently spoke positively about the care people received and the relationships they had developed with staff. One relative told us, “Carers are nice and polite.”

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 care and support reflected their assessed needs, preferences and personal circumstances. Staff understood the person they supported well and were familiar with their communication needs, routines and the support they required.

Care planning took account of what was important to the person, including how they preferred to be supported and the things that contributed to their wellbeing. Staff used this information to provide consistent and personalised support, while respecting the person’s choices and individuality.

The provider also considered the person’s strengths and abilities when planning care. Support was provided in a way that encouraged the person to remain involved in decisions about their day-to-day life and maintain as much independence as possible. This helped ensure care was tailored to the person rather than delivered in a task-focused way.

The provider promoted people’s independence and supported them to have choice and control over their care and support. Staff understood the importance of involving people in decisions and providing support in a way that reflected their individual needs, abilities and preferences.

Care was planned to recognise what people could do for themselves and where they required additional support. Staff provided assistance when needed while encouraging people to remain involved in their day-to-day lives and make choices about how their support was provided.

This approach helped people maintain their independence and ensured support was not unnecessarily restrictive. People’s choices and preferences were considered as part of the delivery and review of their care.

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.

Staff were 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, “When I call the staff, they are always responsive.”

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. A member of staff told us, “I feel really supported 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. Staff worked together and were supported to maintain their skills and knowledge. The registered manager had also completed training as a Mental Health First Aider, which supported them to provide additional wellbeing 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.