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

Staff were caring in their approach and treated people with kindness and respect, and they promoted people’s choice and independence. Staff treated people with dignity, kindness and compassion, and there was a positive and friendly culture at the service. People were supported to live as independently as possible. People were encouraged to participate in activities of their choice. People were supported to maintain relationships and networks that were important to them, and visitors were welcomed at any time. Staff respected people’s independence and encouraged people to move as much as they could to maintain mobility.

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.

People were positive about the staff who supported them. Comments included, “The staff couldn’t do enough for you, I couldn’t wish for anything better” and “The carers are top notch, I very seldom get turned down whatever my request.”

Staff were knowledgeable about people and were able to demonstrate how they promoted people’s dignity.

Visiting professionals told us they observed that staff were kind towards people. One commented, “I find The Glen to absolutely outshine all the others. The main reason for this is the attitude of the staff and the relationships between staff and residents. The staff have a genuine care for the residents but also a genuine appreciation and enjoyment of them as individuals. They are entirely professional yet warm, friendly, approachable and with high standards for all they do. They really want the residents to have all they want and need as far as possible. Both in front of residents and when speaking with each other staff-to-staff, the staff are full of respect and care for the residents.”

Staff communicated well with people and were knowledgeable about their wishes and backgrounds. They ensured people’s privacy was respected, such as when personal care was carried out. People’s confidentiality was also upheld

People were treated as individuals and their care, support and treatment met their needs and preferences. One person told us, “I get on well with all the staff, male or female but I have female carers for personal care”

All staff we spoke with had a good understanding of people’s needs and knew them well. Comments from staff included, “Some people are nursed in bed, some people have a preferred routine…it's always people's choice…they decide”’

People were supported to be as independent as they could be. The premises were fitted with equipment to assist people with daily living tasks, for example, adapted baths and showers. Height adjustable beds, crash mats and pressure-relieving equipment were provided, where necessary. People were given choices, such as their choice of meals and where they wanted to have them.

Care plans provided information about how to support people to be as independent as possible and what their preferences were for being supported.

People were supported to be as independent as possible. They were able to receive visitors, access the community and participate in activities. We received positive feedback about activity provision at the home. One person told us, “I can’t grumble at all, I’ve still got some independence, I have help when I need it.” Another said they had been out in the garden throughout the summer but would like more outside activities. A relative told us, “I can visit anytime I like, It’s very homely.”

Staff who organised activities were enthusiastic about providing creative and enjoyable opportunities for people to promote their well-being and described a wide range of events they held at the home. Staff gave examples of how they gave people choice and control. They asked people what they wanted to wear or how they would like a wash.

We saw people’s visitors were greeted by staff and made to feel welcome at the service. There were no restrictions on visiting. Dogs were also made to feel welcome. Staff engaged with people in a gentle and sensitive manner. Staff spent time chatting with people and it was evident people were relaxed with staff.

Care plans contained good information about how people liked to receive support, including personal history and experiences. A range of activities and entertainment was provided for people. This included a llama’s visiting, church services, beauty treatments, celebrating international days and live music. People told us they enjoyed the activities at the home.

People’s needs were being met at the home and their wishes and views were taken into account. People had access to their call bells where appropriate and there were staff visible in the communal areas who were attentive to peoples’ needs.

Staff knew people well and were able to describe how they communicated with them.

Staff responded to people’s needs, such as answering call bells promptly, at mealtimes and supporting them to join in activities.

Staff told us they were well supported, valued and their well-being was promoted. They said they received regular supervisions and could make suggestions and raise issues.

The registered manager had worked at the home for many years and knew the staff team well. They ensured staff had regular supervisions and an annual appraisal to give staff feedback and development opportunities and give them the opportunity to make suggestions or raise any concerns.