The Glen Private Nursing Home

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 we rated this key question good. At this assessment the rating has remained good. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.
 

This service scored 79 (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. Records evidenced that time had been taken to understands what was important to people and how they wanted to be supported. Where people’s needs changed over time, records and staff approach changed to accommodate this. Staff knew people well, and people were relaxed and comfortable in the company of staff.

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. Staff received daily handovers to share updates about people’s changing needs and these were clearly recorded in people’s care plans. Records evidenced the service shared information with professionals and made referrals to health and social care services when required. The service had fostered strong working relationships with health and social care professionals in their local area.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care plans contained information about people’s communication needs, important contacts and professional details. People and their relatives were fully involved in the care planning process and were kept up to date about any events or changes at the service.

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 and their relatives told us communication at the service was good. Staff felt supported and told us they would feel confident raising concerns if they had them. Records evidenced that when accidents or incidents occurred, the service was quick to inform people and put things right.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives were fully involved in the care planning process so that people were supported in line with their preferences. Where support from health, social care or community services was needed, the service ensured people could access this.

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 service had a dedicated protected characteristics champion in their staff team who worked closely with people to ensure they were not unfairly excluded from care, treatment and activities. Staff understood how to adapt their approach to meet the needs of the people they were supported, for example, a member of staff described how they looked for the meaning in people’s behaviour when a person may not be able to verbally describe what they needed so they could still meet the persons need.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. The service worked closely and sensitively with people and their relatives to discuss their future plans. Where people wished to regain independence and move on from the service, staff worked to promote this goal and records evidenced people had improved physical health outcomes and increased independence. Where people were approaching the end of their life or receiving palliative care, the service worked compassionately and proactively to understand what was important to the individual and their loved ones so that support could be tailored to their needs. Staff understood the importance of ensuring the care was delivered in line with people religious and spiritual preferences. Staff gave examples of having contacted religious institutions to check the correct end of life requirements and how to follow these. The service had built up a strong relationship with health services in their area. A professional told us, “People receiving palliative care who live at The Glen Private Nursing Home express feeling safe and supported by the service. Staff value our guidance in supporting people receiving palliative care.”