Archived: The Glen Care Home

The Glen Care Home is a residential care home providing personal and nursing care to 34 people aged 65 and over at the time of the inspection. The care home accommodates 52 people across three separate wings, each of which has separate adapted facilities.

People’s experience of using this service and what we found

People told us they felt safe and were happy with the service they received. They said staff were kind and they were treated well. Relatives we spoke to were also satisfied with the service. One told us, "I can't fault them, [Person] feels safe here. The staff are kind and hardworking."

Risks to people's safety were assessed however, more detailed guidance needed to be documented in some care plans. People received their prescribed medicines and medicines were managed safely. The service was clean and hygienic. COVID-19 government guidance was followed by staff. Infection control was well managed, and the home was clean and free from hazards. Staff assessed people's needs before they started using the service. People had been involved in the care planning process, and in identifying their support needs in partnership with staff.

The provider followed safe recruitment processes to ensure the right people were employed. Staff received an induction and ongoing training. There were enough staff to keep people safe.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff assessed any risks to people's health and wellbeing, and these were mitigated.

People and their relatives were happy with the way the service was managed and told us the manager was very approachable. People's views and opinions of the service were sought and acted on. The manager and staff team were committed to providing people with high-quality care. Staff reported good teamwork and found the manager supportive and open to ideas. The provider had systems in place to monitor the quality of the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 05 May 2018).

Why we inspected

This was a planned inspection based on the previous rating.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

The Glen Care Home is a “care home”. People living in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Currently there is no registered manager for the service this is a legal requirement. However, a manager has recently been appointed and is planning to make an application to be the registered manager of this service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The inspection took place on 31 January and 01 February 2018 and was unannounced for the first day and announced for the second day. This inspection took place because of change of provider. The home was previously owned by Bupa Care Homes however, since December 2016 is owned by HC-One Oval Limited.

Improvements were needed to ensure care plans provided person centred information and guidance about some people's care needs. We have made a recommendation for the provider to look at how to ensure this information is available to staff.

People and staff were positive about the change in provider. One person said, "I have not noticed a lot of change which is good. Hopefully they will decorate the home some of it is looking bit tired." Another person said, "There has not been major change which I like because it is all ok as it is." One staff member told us, "I am not anxious about the change they are talking with us about what they plan to do which is good."

The arrangements for supporting people with their medicines were good and people received their prescribed medicines at the times required and people's health and welfare were protected. However, there needed to be a review of how antibiotics were administered.

People told us how they felt safe living in the home. One person said, “I’m well cared for and I feel safe because the staff are helpful and will do anything for you”. Another person said, “I need a lot of help, I feel safe because the staff are always pleasant about helping me." A relative told us, "I leave here knowing (Name) is safe and well cared for that is a real comfort for me."

Staff were confident about raising any concerns about the safety and welfare of people and action being taken to address their concerns ensuring people were safe.

The service was responsive to people's changing care needs and had good arrangements for getting support from outside professionals such as tissue viability nurses and dieticians. A healthcare professional told us, "This is one of the better homes. They really care about their patients and are proactive and will always ask for advice." A relative said; “ They have given ( my relative) excellent care, during the flu they made sure everyone had extra drinks, medicines, and got the doctor in when needed, I'm sure that’s why they’ve all come through it so well because of such good care."

People spoke of a caring and welcoming environment. One person told us, "I’m very happy here, the staff are very kind and they look after me with great care.” Another person said, “I’m very well cared for, and nothing is too much trouble”.

There were regular activities and people were able to maintain their contacts with the local community. One person told us, "I enjoy doing different things." Another person said, "I do not always go to the activity but it is always there if I want it."

People were confident of having their views and concerns listened to by the manager. One person said, "(Name) is very good, always around and easy to talk too." A relative said, "You can go to the manager at any time and they will listen and do something if needed."

This report only covers our findings in relation to these requirements. You can read the report from our last comprehensive inspection, by selecting the 'all reports' link on our website at www.cqc.org.uk

The Glen Care Home provides nursing and personal care and accommodation for up to 59 people. At the time of our inspection there were 50 people using the service of whom 33 required nursing care.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us their choices and wishes about their daily routine in getting up were respected. One person said, "I get up when it suits me." and another said, "I woke up at 5.30am, thought it was a bit early but in the end I rang the bell and staff came to help me wash and dress." Staff were very clear people had the choice when they got up and it was not part of their routine to get people up unless they wanted to. They told us how for a few people it was their choice to get up early but for others it varied and "This is up to people it is their home and their choice."

People told us they received personal care when it was needed. Call bells were accessible to people. One person said, "I only have to ring my bell and staff come and help me." The environment was free of odours and people had received care to support their personal hygiene needs. Another person told us how staff came in regularly and said, "They are quite fussy about that (personal hygiene)."

People told us they felt safe living in the home. One person said, "Next best thing to home. I do feel safe here. I'm quite happy." Another person said, " It is safe here staff respect my wishes. I am very pleased with the care I receive."

Staff told us they would report any concerns about possible abuse. One staff said, "I would definitely report anything which concerned me." The registered manager had reported to the local authority safeguarding team action taken to protect people from abuse.