Glyn House

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

This is the first assessment for this service, we assessed all quality statements. At this assessment the rating for this key question is good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People were supported by kind and compassionate staff, who respected them as individuals. Relatives told us the staff knew people well and kept them informed with any changes. Relatives told us people’s independence skills had improved and we observed staff encouraging people to be independent.

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.

Relatives told us the staff team were kind and compassionate. One relative said, “The staff are kind, they always speak nicely to [my relative] and they respect their dignity.” However, one relative raised a concern over the treatment of one person’s clothes, explaining they were often returned to wardrobes and drawers inside out, this caused anxiety because the person may dress themselves in their clothes the wrong way round. We checked this person’s bedroom and found clothes hug up and folded away inside out. The registered manager spoke to the staff team and reminded them about the importance of ensuring clothes were stored correctly.

Staff told us they treated people with dignity and respect. One staff member said, “Each person is treated with dignity. During any personal care we need to make sure each person feels as comfortable as they can be. We make sure people have the privacy they deserve.”

Visiting professionals told us they had observed staff treating people respectfully and kindly. One visiting professional told us, “I have witnessed the staff and people engaging very well. Often giggles and laughter can be heard.” Another professional told us, “I do believe staff treat people kindly and try to support them the best they can.”

We observed staff treating people kindly and respectfully. We observed staff engaging warmly with people and taking part in daily activities.

Relatives told us staff knew their family member well. One relative told us, “They appear to have a 'salt of the earth' staff team. Staff communicate well with [my family member]. Staff know what [my family member] like and dislike and respect their choices.”

Staff told us they respected people as individuals. One staff member told us, “We respect people's own opinion, this matters, nobody should ever feel less than equal. We relate to them as the young adults they are and encourage and support them as best we can.”

We observed staff treating people individually. Staff asked people about their preferences and encouraged people to take part in day-to-day activities in accordance with their care plans.

People’s history, preferences, likes and dislikes were clearly recorded in care plans and risks were assessed for each person’s ability. One person had a dual heritage, the care plan recorded ways to support the person’s cultural needs, such as particular foods associated with their heritage.

People’s independence skills were promoted. One relative told us, “The staff have really helped [my family member]. [My family member] never used to take part in activities or carry out tasks for themselves. Now [my family member] helps to set the table and even helps make breakfast. It's a big change.”

Staff shared examples of how they helped to promote people’s independence skills. One staff member told us how they supported a person to develop skills to complete their own laundry and complete tasks in the kitchen. The staff member said, “It may seem like small steps but it's a large achievement for the person.”

We observed staff encouraging people to be independent. We observed people being encouraged to make their own drinks and complete kitchen tasks. Although, staff respected their choices when people declined to take part.

People’s independence skills were recorded in care plans. People’s goals were clearly set out and were achievable. However, recording of people’s progress towards the achievement of their goals was not always evident or consistent. The registered manager responded to our feedback and addressed this during a team meeting with the staff team.

Staff were responsive to people’s immediate needs. One relative told us how staff supported their family member during periods when they experienced heightened emotions or displayed distressed behaviours.

Staff shared examples of how they responded to people’s immediate needs. One staff member told us, “Sometimes people get upset or frustrated. We try to support them as much as we can. It's important to try to understand what they are telling you and let them know you understand.”

We observed staff responding to people’s immediate needs. One person experienced heightened emotions before a meal, staff explained this was usual behaviour for the person who often became anxious before a meal. This was clearly documented in the care plan. During this period, staff remained calm and provided the person with reassurance and support, the person's anxieties lowered, and they appeared to enjoy their meal.

Staff told us they felt supported by the provider. One staff member told us they received regular support in the form of supervision, another staff member told us how the provider had supported them during family life difficulties.

The provider shared several wellbeing initiatives aimed at improving and maintaining staff wellbeing, these ranged from health cover to staff rewards for going above and beyond. Staff told us about the reward system and shared examples of when they had received a reward.