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 about the care their family member received, “On the whole I’m happy.”

Staff adapted their approach according to each person’s needs and preferences rather than providing the same support to everyone. 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.

Theproviderworkedwith relatives, health and social careandhealthprofessionals to make sure people received the support theyneeded,and relevant informationwas shared appropriately.

Staffsupported people to attend healthcare appointments and considered the individual support and communication they neededwhen accessing other services.They used accessible information to help people understand and prepare for different situations. For example, people were shown videos and provided with user-friendly information before attending breast screening appointments. Accessible information was also used to support people to understandsignificant events, such as the death of another person using the service.Relatives remained involvedwhereappropriate.

Staffmaintainedcommunicationwith those involved in people’s care and followed advice from externalprofessionals. This helpedprovide continuity and ensured people continued to receive care that reflected their individual needswhen 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.

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.

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.

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.

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.

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.

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 care plans were reviewed and updated when their needs changed. This helped ensure future care remained appropriate, person-centred and consistent with people’s individual needs and preferences.