Glenavon Care Limited

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed 3 quality statements under this key question: Kindness, compassion and, Independence, choice and control and workforce wellbeing and enablement. Staff respected people’s privacy and dignity and encouraged people to remain independent where possible. People were supported by a caring staff group who respected their choices and preferences. People’s experience of the service was driven by a culture that normalised good staff wellbeing through inclusivity, active listening, and open conversations. This enabled staff to do their job well and to be well.

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 we spoke to told us they were treated with kindness, compassion and dignity in their day-to-day care and support. Comments included, “When I am getting undressed, they [staff] lay towels over me, and they wash me under the towels. I do my top half and they do my bottom half; I feel secure. That was my big worry about losing my dignity and I have no worries about that now,” “They certainly do treat me with respect, no question whatsoever they are a superb set of people.” And “The carers know my routine. I get on with them very well. I was asked if I was okay with a male carer when I first came out of hospital. They were so good. Very gentle and kind, so that did not worry me at all.”

Staff knew and understood people, staff we spoke to told us, “We read people’s care plan and communicate with people to find out what they like and don’t like,” “I respect people’s wishes. I also always encourage them to participate in their care whenever and wherever they can. By doing this, I respect their dignity as individuals capable of taking control of their lives.” And “I treat everyone the same, like my family members. I always speak softly to them and with respect because I understand that they depend on me for support. I always try to encourage them to do things for themselves whenever possible. When providing personal care, I always make sure I cover them and make sure all the doors and curtains are closed if possible. I give them privacy when they are using the commode or in the toilet, I always encourage them to participate in the care tasks. I love the people I support.”

Feedback we received from a professional felt that Glenavon Care provided safe care and support to people with a kind and caring staffing team.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Overall people we spoke to told us they were supported to have choice and control over their own care and were encouraged to make decisions about their care, treatment and wellbeing as much as possible. Comments included, “They [staff] allow me to choose what to wear, if the family are visiting, they help me choose something nice to put on. I choose what I want to eat and drink. They hand me my knitting and crochet,” “The staff do exercises with [person] and try to encourage them to talk.” And “The staff will hold the clothes, they hand [person] their underwear and then they do it up. They get their head and arms in the jumper. The staff support with the things [person] is unable to do.”

Staff spoke positively about their roles and how they promoted people’s independence and choices. Comments included, “When a person is having a wash, I give them the flannel to do the upper parts of their body where they can reach. A person I support puts on their upper clothing independently, and I support putting on the lower half as they have difficulty bending,” and “I want the people I support to be as independent as they can be. When supporting them with their personal hygiene I encourage them to wash where they can, and I assist when I need to. I include them in making decisions about their own clothes and what meals they prefer.”

The provider had effective systems in place to ensure people received care which promoted their independence, choice and control. People’s care plans reflected what they were capable of managing independently and what support they may require in other areas of their care. For example, we saw for a person who required specific equipment to manage their health condition, their care plan read ‘I am very organised and have all my equipment at the end of my bed ready.’

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff spoke positively about the support, praise and encouragement they received. Comments included, “During your birthday you get a present. We are sent messages for working hard, this is a good motivator,” “I feel supported and if I have any concerns, they take action and get back to me, the communication is very good.” And “The operations team are very flexible and are understanding with my requests for time off to rest. I get regular breaks and regular days off.” And “I feel supported, I get regular breaks and we can always speak to any manager, including the directors, to discuss any concerns. There is good diversity and a friendly atmosphere.”

People’s experience of the service was driven by a culture that normalised good wellbeing through inclusivity, active listening, and open conversations. This enabled staff to do their job well and to be well.