The Glen Care Home

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.

Staff felt they delivered a high standard of care which gave people dignity. One staff member told us, “Some of the care I see is exceptional.” Another staff member told us, “We offer people dignity during personal care by explaining what we are doing and helping to keep them covered.” People told us they were well cared for, by staff who they liked. One person told us, “They [staff] have been wonderful with me.”

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. One person told us, “They [staff] ask me about my cultural and religious needs, and I do know there is a service [holy communion] every month.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. One relative told us, “My [person] likes their independence and they [staff] know what they are capable of.”

People took part in a range of individual and group activities which were person centred and promoted their wellbeing. One person told us, “I do like painting and drawing. Once we were dipping string in paint and dragging it across a piece of paper, it was really good.”

We observed people celebrating a person’s birthday which everyone appeared to enjoy with many people singing. Staff were supporting people to make choices about their food and drink and what games they participated in. Staff communicated with people in a respectful and joyful way.

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.

Although the provider had not been auditing call bell response times, the registered manager told us they would start to do this. We observed people were responded to straight away when they requested support. One staff member told us, “We manage to respond to people in a timely way and there are no delays. Staff are always available to assist.” People told us staff responded quickly to their requests for support. One person told us, “They [staff] come as quickly as they can, and I have no complaints.” Another person told us, “They [staff] may be a couple of minutes at night but there is always someone around in the day.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to always deliver person-centred care. All the staff members we spoke with enjoyed working at the care home and spoke warmly about the registered manager and how supportive they were. One staff member told us, “The [registered] manager is firm but fair and very supportive.” Another staff member told us, “The staff team is really good, and we support each other. Management was very supportive when I needed time off.”

Staff wellbeing and how to promote person-centred care was discussed in one-to-meetings with a senior or manager, and in team meetings. Handover meetings took place to ensure staff were up to date with people’s needs and risks.