Glenmuir House Residential Care Home

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• 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

People received person-centred care which respected their individual needs and their preferences. Staff knew people well and involved them in planning their care and support, and making decisions that would affect them. People were treated equally and given the same opportunities by staff who were knowledgeable about discrimination and inclusion.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People said they felt involved in planning of their care and support. One person said, “I have been involved in all decisions. They [staff] talk to me about my tablets and other health things.” People felt their care was personalised and felt able to ask staff to explain things if needed. One person told us, “I would ask staff – I know they talk to me about my health and look after me very well.”

Staff explained that it was important to them to get as much information as possible about the people they support. One staff said, “It really helps with them settling in and being comfortable.” Another said, “Person centred care is really important and I think we do it really well here.” Staff said they received training in person centred care.

We observed staff supporting people in the way they preferred. We saw care and attention had been made to people’s hair and nails and how they were dressed. People’s food preferences were considered and they were asked if they wished to make a choice. Staff always asked people how they would like things done, if they wanted help, and where they preferred to sit. We saw one person who wanted to keep moving and staff interacted with them about a topic they enjoyed, this made the person feel less anxious and more relaxed and they then sat down to talk with us and with staff.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People felt listened to and involved in decisions that affected them. One person told us, “They [staff] are very attentive and take time to listen to me.”

Staff described how they involve people and ensure they feel their views are heard. One staff told us, “Through chats we find out how they are feeling, sometimes we can identify that they are just not right.” They explained how this could lead them to carrying out a urine sample check to see if they have an infection. Staff said they hold resident meetings which families and friends can join, and that this is a chance for people to speak up. One staff said, “We have lots of different ways to get our residents feedback, but I think it’s knowing them well and chatting to them daily that gets them talking – because they are comfortable with us and know us well.”

People's feedback was regularly sought in resident meetings, and through surveys and conversations with the staff team. People were empowered to be involved in the making of day-to-day decisions, and for choosing how to spend their day.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they are treated equally and given the same choices and amount of attention. One person said, “They [staff] treat us with respect, even when we are being difficult.” People told us they had access to healthcare when they needed it, there were no barriers to age or health. People told us of dental appointments and of appointments with other health professionals. People were asked for their views on how the service was managed and most knew how to complain. There was also a post-box in the main entrance hall where people, visitors and staff could post comments, grumbles and compliments. This allowed people to remain anonymous if they so wished. Resident and family meetings were available for people and relatives to attend so their voice and opinions were listened to and heard.

Staff understood the importance of people's diversity, culture and sexuality to them as a person and to managing their care needs in a person-centred manner. Staff spoke respectfully to people and showed a good awareness of people's individual needs, their differences and specific preferences. This was confirmed by the people and visitors we spoke with. Staff told us, “Everyone is treated the same equally. No one is discriminated against. Some people are not able to join in things, but we still include them or go to them so they feel included.” Staff explained how they make sure people who are unable to talk can be included by communicating differently, such as using facial expressions or using certain phrases that they understand.

People’s care plans evidence how they and their families had been involved in reviews and on-going risk assessments to ensure people’s needs were met. The registered manager had been proactive in ensuring people felt listened to. Staff explained how they involved people in the care planning process and care plans were individualised to meet their needs and expected outcomes. Staff had received training in meeting people's communication needs and spoke of different ways of communicating. Equality and diversity were embedded in the principles of the service and the provider had an equality and diversity policy in place to protect people and staff against discrimination. There were organisational processes to audit care plans to ensure they were person specific to each person, up to date and reflective of their health, social and well-being needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.