Glenmoor House Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The provider had comprehensive governance and assurance systems with clear lines of responsibility and accountability. These included audits and check on the safety and quality of the service. There had been changes in management and the home manager in post had begun the process of registering with CQC. The provider and management promoted a positive culture of support, learning and development. People and staff felt empowered to speak up and were confident their voices would be heard and acted on. Staff spoke of an inclusive and supportive environment with approachable seniors and management. The management were responsive to issues raised during this assessment. Management and staff worked with in partnership with the local authority and health professionals to share learning and help improve the quality of people’s experiences. Positive feedback was received from health professionals and the local authority about the management and staff approach to collaborative working to improve the quality of care provided.

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.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The manager told us they were well supported by the provider team which employed a team of professionals that were available to support the manager when needed. For instance the ‘Walking a talking’ initiative enabled a staff member and their manager or peer to walk and talk, share and be supported. There were opportunities for staff which included career promotions and additional training to support lead roles such as dementia champions. Staff felt supported in their role by their seniors and the management. A staff member said, “[Manager] works differently with staff and is more visible.”

The manager is in the process of registering with Care Quality Commission (CQC). They have previous experience of being a registered manager with the CQC and providing good care. The manager holds a recognised qualification in health and social care and demonstrated professionalism and was open and honest throughout the assessment. The provider maintained regular oversight of the home with regular visits from senior managers, they could also access records and reports remotely via an electronic system. The well-being staff rota had been amended to ensure people could engage in activities 7 days a week. Evening activity was being trailed for people whose health condition made them more active in the evening and may benefit from more focussed activity. The provider had a flexible working policy for staff to assist staff with managing a work life balance and we saw staff were able to bring dependent children to work while they completed training sessions.

CQC had received positive feedback from staff via our feedback on care service webform. A staff member told us staff can speak to management about issues and added, “They [manager] makes time for you and offer help and support; you do not feel uncomfortable asking.” The manager welcomed staff feedback and ensured there were opportunities for staff to do this safely and confidently. The manager was able to demonstrate knowledge and understanding in this area to the CQC assessment team, they had studied this area for their own personal development and told us how important it was to enable staff to “challenge without the prejudice of challenging”. They told us that they did not feel all of the decisions made in the home was their job and that staff should be involved in that as a team effort.

The manager promoted a positive culture and provided workshops to empower staff to play an active role in the positive culture of the home. The monthly quality walk around for observing colleagues includes asking staff if they feel there is a positive culture and if not what can be done to improve it. Staff were also asked if they feel their views are listened to. There were posters displayed around the home encouraging staff to speak up with any concerns they had. There were daily meetings where staff shared information and could also raise concerns or share ideas with their colleagues. There were mechanisms in place to enable and empower staff to speak up through individual supervisions and through staff surveys. The results from the staff surveys carried out in May 2024 were positive.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff understood their role and responsibilities and knew where to find guidance and seek support. The manager demonstrated a good understanding of effective oversight in the home and told us they were well supported by the provider. The manager gave an example of where further training need was identified they had contacted the provider who deployed one of the in-house professionals to deliver this.

Systems and processes were in place to monitor the safety and quality of the service. There was a schedule of daily and monthly audits that included observations, inspection and talking to staff and people. People's records were reviewed regularly and updated as and when required. The electronic systems in the home meant the manager and provider could access reports on the safety and quality of people’s care to maintain effective oversight. The manager maintained a live overall home action plan where items for action were allocated to the appropriate person to complete within a time frame. We saw evidence that actions were completed in a timely manner. Alongside the regular monitoring from the provider, they also completed a whole home annual review, this was completed more frequently if there had been a change of home manager.

People were supported by a variety of health and social care professionals to ensure their needs were met. For example, care records showed referrals were made to the speech and language therapy team to undertake assessments when people had difficulty with swallowing or eating. A person told us about their ongoing consultation to treat a medical condition and staff had arranged transport to take them to an out-patient appointment at the hospital. A relative told us that the SALT team had also visited their spouse. Another relative said, “[Name] recently had a chest infection, the GP came in and prescribed antibiotics they were better the next day. [Name] has been referred to the SALT team about their swallowing.”

The manager was keen to work in partnership with other services to share learning, knowledge and experience, they told us they were looking at opportunities to join any provider forums locally as they had found this helpful in a previous role. The manager told us the provider holds manager forums for homes within their group that are really useful, they incorporate learning, workshops and question and answer sessions. The manager spoke about the partnership with a local school and people in the home had helped raise money by hosting a summer fete and there were other seasonal events planned. Some people had been linked to the children as pen pals.

We received positive feedback from health professionals and commissioners about the management and staff commitment to people's safety, health and care needs and well-being. They told us staff were responsive, and well to make a positive difference to people's lives.

The management had worked in partnership and followed guidance from the local authority to improve Mental Capacity Act and Deprivation of Liberty Safeguards processes and this work was now completed.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.