Glendon House

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 provider involved people and treated them with compassion, kindness, dignity and respect.At our last assessment we rated this key question good. At this assessment the rating has remained 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed kind, caring interactions between staff and people. One person who was visually impaired was assisted by the activities lead with their meal. They described what was on the spoon for each mouthful, speaking to them and taking time so they enjoyed their meal. We also observed the use of modesty screens in a communal area to support a person’s dignity.

Relatives told us carers did not rush people, and support was provided in a calm and attentive manner. One said, ‘Absolutely kindness, dignity and respect and excellent care.’ Another told us how the care and kindness in their experience, extended to family members. When their relative had been admitted to the care home they had found it an extremely difficult time. They said the registered manager and team leader had, ‘Grounded me. Without that I don’t know what I might have done.’

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s rooms were personalised with their own photos and possessions. There were memory boxes outside people’s bedroom, which had been created with each person by the activities staff, helping people recognise their own space, promoting independence and supporting orientation and emotional wellbeing. Care was also personalised and staff knew people well. One person told us, ‘Your mood changes as your condition changes.’ They had found staff very good at responding to their moods, keeping a sense of humour and remaining good-tempered throughout.

Relatives felt personal needs were understood and respected, including individual preferences and interests. One person said, ‘I’m looked after admirably. It’s all very personal. You’re allowed to keep your own identity.’

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The service’s different communal areas allowed people to choose where they would like to be and allowed people to meet their families in quieter areas and share a meal together if they wanted.

The activities team organised a wide range of activities and events, including gardening, exercise sessions, and crafts, which supported people’s physical health, mobility, and ongoing engagement. Visiting animals such as guinea pigs, mini‑donkeys, and recently chicks were arranged, providing enjoyment, sensory stimulation, and opportunities for meaningful interaction. The home also welcomed local entertainers and celebrated occasions such as birthdays and Easter, helping people maintain social connections, cultural traditions, and a sense of community.

Sensory and reminiscence items were available for people to explore and use, supporting emotional wellbeing particularly for people living with dementia. For one person’s birthday, the activities team arranged for their favourite local singers to perform in the home, demonstrating a personalised approach that made the person feel valued and recognised. A weekly karaoke session took place, encouraging social interaction and enjoyment among people using the service.

There were visits organised to the local shops, shire horse centre and walks to the beach. Links with the community were encouraged including with the local church and school. One person attended weekly classes in the community. The activities team rang relatives to invite them to special events such as lunches, to help support relationships and family connections.

One relative told us, ‘[Person] enjoys music and I was surprised to see [person] singing along with the karaoke machine. [Person] enjoys sitting on the bench in the garden and watching rugby. The staff made sure [person] could watch the six nations [rugby tournament].’

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

There was a call bell system in place, which included sensor mats, so people could summon help or staff could be alerted to when support was needed. This were responded to in a timely manner. The staff used a white board in their office to record what care was needed for each person and when it was next due for such things as repositioning, to ensure people received the care in a timely manner.

At mealtimes, we observed an additional member of staff whose role was to identify anyone who was struggling to eat and provide timely support and encouragement. They also ensured people had everything they needed, such as appropriate cutlery, suitable cup sizes, and regular drink top‑ups, which helped people eat and drink safely, promoted dignity, and reduced the risk of malnutrition and dehydration.

One relative told us, ‘The staff seem to respond well. They have placed a crash mat in [person’s] room which I trod on by accident and they were straight there. I was embarrassed of course.” Another told us, “Nothing is ever ignored or delayed.”

The provider cared about and promoted the wellbeing of their staff supported and enabled staff to always deliver person-centred care. Staff spoke highly of the manager’s approach. They said there had been improvements since the current manager took up post. They felt they dealt with problems straight away. They felt listened to at monthly meetings and were able to speak freely. As a result, they felt better supported to provide high-quality care to people using the service.

There was an employee handbook which detailed support available to staff including a helpline. Staff were rewarded with bonus and treats especially at holiday times.