CQC report explained · a residential care home
What the CQC found at The Glen
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were found to be safe, with risks assessed and managed without unnecessarily restricting activities. Medicines, recruitment, staffing, incidents and infection control were also managed safely.
- Effective?
- Good
- People's needs were assessed before moving in, and staff worked with health professionals to support complex health needs. Staff supported people's nutrition, mobility, decision-making and legally authorised restrictions.
- Caring?
- Outstanding
- Staff treated people with kindness and respect, knew their individual communication methods and supported them to have a say. People were helped to maintain relationships, gain confidence and become more independent.
- Responsive?
- Good
- Support plans were kept up to date and adapted to people's changing needs, wishes and beliefs. Staff supported activities, family contact, complaints and different ways of communicating.
- Well-led?
- Outstanding
- Inspectors found a strong, caring and inclusive culture. Managers used audits, feedback, data and links with other organisations to improve support and outcomes.
What inspectors found, October 2018
Rated Outstanding overall; inspectors found exceptionally caring and well-led support, with safe, effective and responsive care rated Good.
This was an unannounced inspection on 4 July 2018. Two inspectors observed care, reviewed records, medicines, staff rotas, training and recruitment files, and spoke with staff, relatives and health professionals.
The home supported six people with learning disabilities, autism and complex health needs. Inspectors found that staff knew people very well, helped them communicate their choices and supported them to build skills, confidence and independence.
The home was rated Outstanding overall. Caring and well-led were Outstanding. Safe, effective and responsive were Good. This means inspectors found a very high standard overall, with the three Good areas meeting the expected standard.
Kind and personal care
Staff understood people's individual ways of communicating and supported them with patience, dignity and respect.
“Staff continued to treat people and each other with kindness and respect.” from the report
Choice and independence
People were supported to make choices, learn everyday skills and work towards living more independently.
“People had developed skills and grown in confidence and some had moved on to live more independently.” from the report
Creative communication
The home used pictures, signs, sounds, voice activation and technology to help people express their wishes.
“Staff trialled different phone and computer applications, alongside other established forms of communication, including picture boards, movement, sound or Makaton.” from the report
Strong leadership
Managers encouraged ideas, learning and feedback, and used audits and information about people's health to improve care.
“Robust auditing procedures were in place to assess the quality of care being provided.” from the report
More detail needed in end of life plans
minorEnd of life care plans were in place, but the service manager said they could be more thorough and planned to add information from families and loved ones.
“The service manager realised that end of life care plans could be more thorough.” from the report
- 01How would you support my relative to communicate their choices, especially if their needs or communication methods change?
- 02What activities and opportunities would be available to help my relative build skills and independence?
- 03How would you work with our family and health professionals to manage my relative's complex health needs?
- 04How are end of life wishes recorded, and how would our family be involved in updating the plan?
- 05How do you make sure there are enough familiar staff if someone is absent?
This was an unannounced comprehensive inspection covering all five key questions and the overall service rating. This explanation was written from the published report of 16 October 2018 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Glen
2 rated inspections over 3 years: the service has improved, from Good to Outstanding.
- October 2018Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Outstanding
- January 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2014
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 28 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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39 live-in carers within about an hour of Kent
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,260 a week. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.