Glenavon Care Limited

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

This assessment looked at 4 quality statements: shared direction and culture, capable and compassionate leaders, governance, management, sustainability, partnership, and communities. Staff were clear about their responsibilities and roles and felt supported by the directors and management team. Staff spoke positively about the leadership and culture of the service. The providers quality assurance systems and processes ensured effective oversight of the service.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The managing director and management team were committed to providing high quality care and ensuring people received good outcomes. The managing director told us, "The team I have handpicked, and we share the weight between us." Staff spoke positively about the management team and the support they received and understood the vision and values of the service. A member of staff told us, “The company’s vision and values are dignity, respect and compassion. We are also trained to always promote the independence of all those we look after and to respect their choices. Overall, we are expected to always provide good quality care to the best of our abilities. These values were emphasised during my induction and stated in the staff handbook as well.”

The management team created opportunities for staff to understand the vision and values of the service and communicate this to staff, through the induction process, staff meetings, supervision sessions, telephone surveys and ensuring information is accessible in real time via the service’s digital platform.

The managing director was in the process of submitting their registered managers application to CQC. The managing director was present daily and fully involved in the day to day running of the service. They told us, “I am fully involved in the recruitment process, candidates have to have the right personality and the right outlook as to why they want to do the job. They have to genuinely care about the people they look after. I would and have delivered care to people. I do not expect anyone else to do what I would not do. We are a good and professionally managed service.”

There was a robust staffing infrastructure managing the day to day compliance of the service. We found the managing directors and management team to have the experience, capacity, capability and integrity to ensure that the organisational vision can be delivered, and risks were managed.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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 were positive about working for Glenavon Care. Comments included, “The thing I like about working for Glenavon is the fact that I always feel supported in anything I do and with any concerns I have. There is nothing I dislike about this job because I am passionate about the people I look after,” “Staff are friendly, it is a friendly environment. I like my job a lot. I like to feel I have made a difference to someone’s life; I am passionate about it.” And “I feel supported, the morale is good, the management have an open door policy. We are a diverse workforce; we are all treated fairly and get along together.”

The provider had systems in place to effectively monitor the quality and safety of the service. Audits were completed at regular intervals, and we saw evidence of where any actions had been taken in order to rectify any concerns identified. The staff team understood their roles and responsibilities and knew when to escalate things and to whom. Staff told us when they had any concerns, they could raise them and they would be listened to. Telephone surveys were undertaken regularly for people who used the service staff and relatives. A recent survey for a person recorded, “I am completely satisfied with the service, the carers are excellent.”

Most people we spoke to either accessed other health care professionals independently or with the support of their family members however told us, should any concerns be identified during their visit the staff would intervene and seek appropriate advice if required. People and relatives told us, “The carers were concerned about my wife’s sore skin, so they contacted the District Nurse and she visited and sorted it out,” and “Most times I do it myself, but they [staff] are helpful with the District Nurses. I do not have a number for the Nurse they do, and they have what is required of my medical records and can talk with my local surgery.”

The managing director told us the service worked in partnership with other agencies such as, District Nurses, GP’s, physiotherapists and community groups. The service worked closely with a local hospice who had provided training for staff in end of life care. People where possible were supported to access the local community to enable them to carry out daily living tasks. A member of staff told us, “I support a person to go to town to look around the shops, I push them in their wheelchair, they like being out and love the view. Another person I support likes to go shopping, and just enjoys being able to get out.”

Arrangements were in place to ensure staff had a good level of partnership working with other agencies and professionals. Information was shared to the relevant professionals as required with the core purpose being to achieve better outcomes for people. Partner feedback we received was positive in relation to how well the service communicates, the approach of the management team and felt the service was very well managed.

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.