The Glen Care 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 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. One person told us, “I was involved in planning my care.” Another person told us, “My [relatives] helped to do my care plan with staff. They get on well with the staff here.”

We observed staff making sure people were happy and comfortable with the care they received and listened to people’s thoughts and views. If people wanted to have their care provided in a different way, staff respected this and delivered this in line with people’s wishes.

Staff explained their role in respect of each person they supported without having to refer to people’s records. This was because they knew people well, their needs and preferences. One staff member told us, “For [service user], I know what they like and don’t like and always check with them when they would like support. For example, getting ready before or after breakfast, having a shower or bed bath and supporting them to do personal care themselves when they can.”

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 understood the importance of working closely with a range of other agencies including GP practices, specialist nurses, speech and language therapy and chiropodists.

One professional visiting the service told us, “The management team on the whole has been efficient and responsive to any issues. On one occasion a resident had an issue when they first moved in. The registered manager was proactive arranging to meet with myself and the resident to discuss the problem ensuring the matter was dealt with in a timely manner, so the resident felt happier.”

The provider worked particularly closely with the Care Home Liaison Team to promote good practice when supporting people presenting with distressed behaviours.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff understood people’s communication methods and styles and gave information in a way which meets people’s communication needs. One staff member told us, “We use picture cards to help some people make choices about their food and drink or show them the actual items if needed.” We saw staff communicate with people in an appropriate way, speaking clearly and taking their time where required.

The provider kept people, and their relatives informed of events using a newsletter and on their social media page.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. We saw evidence of the registered manager responding to and acting on complaints in a timely way and using the duty of candour. Residents and relative’s meetings took place in which people were able to give feedback about the service. Staff updated people on actions taken following these meetings. People told us they felt listened to and received good care. One person told us, “I am happy with the care. They [staff] know me well. If I want to eat in my room, they know I am not feeling well and ask what is wrong. I have a health condition people didn’t know about, so the [registered] manager printed out a booklet which is kept in in my room.” A relative told us, “Group meetings are held once a month where we can talk to them [staff]. They agreed to a suggestion I made which is now in place.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home was easily accessible for those with mobility difficulties.Mobility aids and specialist equipment was made available to people where required. The service contacted emergency services when required and knew when to involve specialist services in people’s care. One person told us, “I needed a [specialist equipment] to help with my mobility and the staff arranged this for me.” Another person told us, “When [person] is unwell, they [staff] call an ambulance and let us know.”

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. Staff and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities within the home.

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. Care plans included information about people’s end-of-life preferences and staff had received training in end-of-life care. One staff member told us, “Our nurses have a really good relationship with the GP practice. One of the doctors phoned us up recently to tell us how well we had supported a person with their end-of life-care.”