Glenholme Residential Care Home

There were sufficient staff to support people safely. Staff had received safeguarding training and were clear on how and when to raise their concerns. Where appropriate, actions were taken to keep people safe. Staff followed effective processes to assess and provide the support people needed to take their medicines safely.

People's diversity as unique individuals with their own needs was well-respected by staff. A relative told us, "[Name] is vegetarian and they say the food is wonderful, and along with every activity on offer they are having a wonderful time." The staff team knew people well and provided support discreetly and with compassion. A relative commented, "The care and staff, all of them are champion. People's privacy was respected, and people were supported to maintain contact with relatives and friends.

Records provided guidance to ensure people received safe, person-centred care and support from all staff members. Risks were assessed and mitigated to keep people safe. Staff contacted health professionals when people's health needs changed. A relative told us, "It is the care received that has allowed [Name] to be mobile again. When [Name] arrived they were bed bound, now they are getting around and enjoying themselves."

Staff spoke very positively about working at the home and the people they cared for. Relatives and staff said communication was effective to ensure they were kept up-to-date about any changes in people's care and support needs. A relative commented, "The managers are always available and are happy to field questions at any time of the day. We can also ring anytime."

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There was a strong and effective governance system in place. People, relatives and staff were confident about approaching the registered manager if they needed to. They recognised that their views and feedback

were valued and respected and used to support service development. Strong processes were in place to manage and respond to complaints and concerns.

Staff followed good infection control practices and the home was clean and well maintained. A relative commented, "The home is always clean and tidy and has a fresh smell at all times."