Glenside is committed to striving to provide the best possible standards of care for service users. It is a regulatory requirement that health and social care providers gather information about the quality and safety of services and use this information to make changes to practice to continuously improve.
Glenside gathers information about the quality services in a variety of ways.
Systems are in place to ensure that the information gathered from each activity is reviewed, and actions for improvement are identified and implemented.
Glenside Quality Account 2016-17
Quality and Governance Committee Terms of Reference
The recent inspection of the Salisbury Hospital and Horizon Close resulted in a “Good” rating. CQC inspectors commented “We saw that the majority of the hospital’s governance systems were robust and allowed managers to monitor performance and develop quality improvement plans to help ensure good quality care.”
The Farnborough site was most recently inspected in November 2015 and was rated “Good”. In the summary of findings the inspectors noted “Staff were highly committed to delivering high quality care. They listened to people’s comments, and worked with them to deliver the support they wanted.”
- Medicines management
- Catheter care
- Management of slings
- Tracheostomy care
- Care of feeding tubes
- Rapid tranquilisation
- Mental Capacity Act
Regular infection control audits also take place, facilitated by the Infection Control Links within the services.
Assessment of Compliance with Regulations
The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England, and inspect services to ensure they comply with fundamental standards of quality and safety. Glenside regularly undertakes mock CQC inspections at each of its sites, assessing compliance with the fundamental standards through staff interviews, observation of practice and reviews of records and documentation.
Please go to the CQC website to see the latest Inspection report for Salisbury undertaken in June 2016, which covered the Hospital and Horizon Close.
The inspection report for the Farnborough site, from November 2015, can be found here.
Sharing good practice and published guidance
Each month, the Quality and Governance Committee discuss examples of good practice from across Glenside and consider if these could be implemented in other services. The committee also reviews any published guidance to assess its impact on the organisation and any change that needs to take place to take the guidance into account.
Service User Feedback
Service users and their family members provide extremely valuable feedback about their experience of our services from a unique perspective. Feedback is encouraged from service users and their families through the use of twice yearly service user experience and family experience questionnaire and through service user forums or individual feedback meetings.
The results of the most recent service user and family experience questionnaires were published in September 2016.
The results of the service user questionnaire showed good improvements in almost all areas surveyed. The results of the family experience questionnaire were also largely positive.
84% of service users and 96% of family members agreed that they / their family member was treated like an individual and 81% of service users and 100% of family members agreed that they their family member was treated with kindness, dignity and respect by staff.
The friend and family test revealed that 72% of service users were either extremely likely or likely to recommend the service to friends and family if they required similar care or treatment, when thinking about their experience in the service.
A Salisbury service user stated:
“Personal needs for food, drink, help and individual care are met. I can talk to other people, it is a good place to be.”
A Salisbury family member stated:
“Excellent service and wonderful staff. My family and I are reassured that my husband is safe and well cared for at Glenside.”
A Farnborough based service user stated:
“All staff are brilliant and work very hard. The food is good. I like my independence..”
A Farnborough family member stated:
“The environment and staff ethos are positive influences to my family member’s wellbeing.”
Compliments and Complaints
Glenside recognises that there will be times when the service provided does not meet the expectations of service users or their representatives. There is a robust system in place to handle complaints appropriately and use the information gained as an opportunity for organisational learning and continuous improvement.
Glenside also regularly reviews compliments received to see whether the good practice identified can be shared with other services.
If you wish to compliment or complain about something in relation to Glenside, please contact us by:
- Speaking to a senior member of staff
- Emailing: firstname.lastname@example.org
We value your feedback as a way to improve our services. We will respond to all queries raised and aim to acknowledge all complaints within 2 working days and respond within 20 working days. Download our Concerns and Complaints Leaflet or our easy-read Compliments and Complaints leaflet.
Glenside is a member of ISCAS (Independent Sector Complaints Adjudication Service).
Incidents and accidents
Glenside recognises that there will be times when things go wrong. There is a robust system in place to ensure that all incidents, accidents and near misses are reported, recorded and used as an opportunity for organisational learning.