The Glen Care Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Staff knew people well and how to meet their needs. People and relatives had been involved in care planning through the resident of the day process used at the home. People’s care was regularly monitored in line with their care plans and risk assessments. People were asked for their consent before staff provided care and support. People were supported to maintain their nutrition and hydration needs and had a choice about where they ate and what they ate and drank. People were supported to maintain good health and had regular reviews by GPs and community healthcare professionals.

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 told us, they and their families were involved in planning their care and felt well cared for as individuals. Relatives felt they had good communication about peoples’ needs from the registered manager, deputy manager and staff.

Staff told us communication was very good at the home and they felt informed. One staff member told us, “We report to the senior staff every day about people. We pick up patterns of behavior, they update the care plan with any changes. We have access to the plans, we can go and check care plans at any time.”

Care plan records on the providers electronic care system had been kept updated as people’s needs changed. This included records of weight and screening for risks, such as malnutrition. Fluid and diet intake monitoring and repositioning were accurately recorded and in line with people’s assessed needs. Arrangements were in place where people had specialist needs, such as dietary requirements related to diabetes.

People and relatives had been involved in care planning through the resident of the day process used at the home. People said that staff knew what they were doing. We observed staff using safe moving and handling techniques and preparing people to mobilise before offering support.

Staff told us about the resident of the day process. One commented, “Each day we do 1 person's care, resident of the day, we go through care plans, continence, skin integrity, bruises, new medicines. We update the plans, all the seniors and managers will do care plan updates. All staff can see care plans as they are online.” Staff had the opportunity to keep up to date with best practice guidance and competencies. For instance, registered nurses had training in suctioning and the use of syringe drivers. This ensured people received appropriate care by staff with the skills to ensure this was done safely. Staff felt they had enough training to follow good practice and maintain evidence-based standards. One staff member told us, “The training is good, it's a mix of online and hands on. Dementia training, we have had twice, this was really good and helped me understand so many things.” The cook was aware of peoples’ individual nutritional needs and ensured they had meals that they liked and matched their preferences.

The service worked in partnership with the GP surgery and other community healthcare professionals. We saw records of people being referred to a range of professionals, including tissue viability nurses, occupational therapists and speech and language therapists (SALT). A health care professional told us, “I find the registered nurses knowledgeable of individuals medical and specific general care needs and requirements.”

People had regular visits by the GP and community nurses. They were confident the staff would arrange for them to see the relevant health care professional if necessary. Comments included, “I was very ill when I arrived, I’ve definitely been well looked after here” and “I see a doctor when I need to but there’s always a member of staff with me.”

Staff said they worked well as a team and had enough information to meet peoples’ needs. A staff member told us, “The nurse practitioner comes in, the GP and the DNs (district nurses) are very helpful. If any wounds we cannot manage the TVNs (tissue viability nurses) support us.”

Feedback from healthcare professionals showed the home communicated with them in a timely manner and staff were able to provide clear and accurate information when required. One healthcare professional told us, “I have always found the documentation up to date and appropriate to the individuals care needs. I find visits to The Glen a pleasure as the team are eager to help and support their clients.”

Care plans were detailed, and person centred. Information was shared with the staff team to make sure people’s needs were met. Changes to people’s circumstances and ways to improve care were discussed in handovers, daily flash meetings and staff meetings. For example, a recent staff meeting minutes included reminders for all staff about people having a choice about what time they get up and go to bed; not rushing people to make menu choices; ensuring food was not served on cold plates and ensuring people’s feet were placed correctly when using wheelchairs.

People and relatives said they had received the support they needed when required. Relatives told us how their loved ones had seen GP’s when needed and were kept up to date about changing health. People told us the food was good and staff catered for their dietary requirements. They confirmed there was a choice of menu and alternatives were always available. They confirmed they had a choice of where they would like to have their meals. Comments included, “There’s a menu choice, I like macaroni cheese and fish, sometimes I go down to the dining room otherwise I have it here” and “The food is quite nice, I have no complaints. I usually eat in the dining room, but they bring it to my room if I’m having an off day.”

Staff spoke confidently about the people they cared for in detail and knew how to respond to their changing needs. They told us there was a keyworker system at the home, where staff were allocated individual people to support. One staff member told us, “I have 2 people I currently keywork, we make sure we keep in contact with families to make sure they are happy with the care. We check people’s clothes, toiletries, we chat to families who come in even if we are not a keyworker we chat to them.” People were encouraged to maintain good hydration and food intake. People who required modified diets were provided with them. Staff were knowledgeable about people’s dietary requirements.

People were supported to see appropriate health care professionals. Feedback was documented in care plans. Records demonstrated how staff recognised changes in peoples’ needs and ensured other health and social care professionals were involved to encourage health promotion.

People felt staff were attentive and knew when their needs had changed and involved health professionals appropriately. People told us they were happy living at the home. One person said, “I’m definitely well looked after here, I have improved enormously since I’ve been here.”

Staff were able to tell us about peoples’ care, for example about pressure care management showing they were regularly monitoring peoples’ needs and taking appropriate action.

The registered manager had processes in place to ensure peoples outcomes were monitored, and any changes were implemented. Staff reviewed people’s care plan as part of the resident of the day process. Care plans were audited to ensure reviews were completed and any identified actions were followed up.

People and their relatives told us they were involved in decisions about their care and staff always requested consent before providing support. Relatives felt they were kept informed and able to be part of the discussion when appropriate

Staff knew how to communicate with people. They knew how to give people as much choice as possible using visual clues if needed. One staff member told us, “I know each one (person) really well. I know how to talk to them, they enjoy it, they respond well.” We saw staff knocking on doors and asking people if they were ready to receive support. All staff spoken with expressed how important it was that people made choices. Comments included, “People choose what they do here, some people don't like to wake up early. For example, 1 person likes to get up before 6am every day: another not before 10am. We ask them, it's their choice. Depends on how they feel or what they want to do” and “It's people's choice what they do here, people decide what time to get up/go to bed. There are activities in the day, but people can choose what they do.”

Care plans were reviewed regularly to ensure any gaps relating to people’s ability to consent to care was identified and rectified. Any restrictive decisions were discussed as part of a best interest process and reviewed. Capacity was well documented and mental capacity was assessed showing supported decision making.