Glebe Villa

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 in October 2018, 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff described how they supported people in a person-centred way. People had their own routines of when they got up and went to bed. Mealtimes were flexible to suit meet people’s needs for example, if they were going out their meal could be eaten earlier or later. Individual preferences were catered for. One person chose not to eat meat and ate fish, this diet was catered for. Since our last assessment staff confirmed the person was making healthier choices on what they were eating and now chose salads as an accompaniment. This was positive outcome for the person.

People’s care plans were personalised and reflected their physical, emotional, cultural and social needs.

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. People confirmed they could receive visitors and there were no restrictions. Relatives confirmed they regularly visited the home, and the registered manager kept them informed of any changes and about any appointments that were happening.

People were supported to access the local community. The home was close to shops with good links to public transport. People told us they regularly attend a social club where they could take part in regular activities such as bowling, crafts and a disco.

The service worked with health professionals to ensure people’s assessed needs were met.Everyone was registered with the local GP practice who visited the home on a regular basis. Some people were supported to attend opticians and dentists in the local community. Two people received this service based on their preferences in the home.

A relative told us they felt the service had improved recently as there was very little turnover of staff, which had afforded people continuity. The registered manager told us bank and agency were not used, and shifts were covered within the team or from one of the other provider’s services. This ensured people were supported by staff that knew them well and were familiar and ensured continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had available to them easy read documents to support them to share their views about the service, such as making a complaint and raising concerns to the local authority’s safeguard team.

People had access to a service user guide for people. This was available in easy read and included photographs to help the reader. This supported people to understand what the service could provide and the expectations of living in a house with others.

People's communication levels were assessed. Care plans detailed how people were able to communicate their needs, and any support people would need to do so.

There was some information on a notice board in the communal hallway that assisted staff with planning the shift. This included personal appointments for the people living in the home. There was also literature stuck on the wall of a toilet about the support a person needed with their continence. This was discussed with the registered manager and was removed to protect people’s confidential information that they might not want to share with others.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People were consulted about their care and support through care reviews, meetings with professionals and house meetings. People told us they were asked about different topics at staff meetings including staffing, activities, menu planning and the refurbishment of their home.

Relatives confirmed that they were listened to and involved in their loved ones’ care.A relative told us, “(Manager’s name) always makes herself available during our visits and keeps in contact via telephone.” They said communication had improved with the location of the office to the garden as there was more room to hold confidential conversations.” This was because previously the office was extremely small and was next to the lounge.

People's views and those of their relatives were sought through an annual survey. Surveys were used to evaluate the service provided and make improvements where necessary. Comments from the recent survey were positive including, “All care needs being met,” “Homely atmosphere,” and “All areas doing well.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager promoted people’s rights to access the services they needed. People were able to access healthcare, treatment and support when they needed it.Adjustments were made to enable people to access the services they needed. For example, working with health professionals to meet in the home rather than attend the surgery where this was known to cause a person anxiety.

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 registered manager and staff had an awareness in respect of discrimination and inequality that could disadvantage people using their services. People were listened to and concerns acted upon. For example, one person was being charged for communication aids. The person was supported to access these via the NHS process to which the person was entitled to.

Staff completed training in equalities and diversity.

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.

People's end of life wishes was recorded in their care plan on what they wanted to happen if they became unwell and in the event of their death. Some people had told staff they would like to remain in the home and be supported by the staff team rather than go to hospital. Where people were unable to discuss this area, staff had spoken with relatives to ascertain their wishes.