Care standards

Glenurquhart Centre staff

The General Manager is registered with the Scottish Social Services Council and works Monday to Friday 9am to 5pm. The Manager reports directly to the Glenurquhart Care Project.

The Centre Team consists of:

Centre Manager: Eileen Wield
General Manager: Pamela Poston
Staff: 20 full/part time and relief staff

All staff report directly to the General Manager.

The Glenurquhart Centre has a robust recruitment policy in place. This includes a selection process, references, PVG checks, cross referencing with registers of Scottish Social Services Council (SSSC), United Kingdom Central Council for Nurses (UKCC) or other professional organisations where appropriate. There is also a staff development and effective yearly training plan in place for all staff.


If you wish to make a complaint this can be done by speaking to the Centre manager and will be responded to by our internal complaints policy. A copy of this is situated by the notice board at the main door, or we can provide a copy for you. Alternatively you may wish to notify the Care Inspectorate of any complaints and this can be done by contacting the Care Inspectorate at 1st Floor Castle House, Fairways Business Park Inverness. Tel: 01463 227630

Care Inspectorate

The Care Inspectorate (previously known as The Care Commission) are set up by the Regulation of Care (Scotland) Act 2001 in order to regulate and inspect Scottish Care Services.

The Care Inspectorate has been set up to improve the quality of care services in Scotland and they believe an important way of achieving this is by listening to the views and concerns of Service Users. All registered care and support providers are inspected by the Care Inspectorate.

The Care Inspectorate carries out an inspection in line with Health and Social Care Standards

Each standard is graded against the following scale:

6: Excellent
5: Very Good
4: Good
3: Adequate
2: Weak
1: Unsatisfactory

The benefit of the grading system is to enable people to have a clearer idea of the quality of the services available.

A copy of the inspection report can be downloaded here …

Leaving the support service

If a Service User’s needs change and the support service can no longer meet their needs, the Service User and carer/representative/advocate will be fully involved in review discussions. The situation will be properly explained to you and your carer/representative/advocate and you will be told about any action you may take to appeal against the decision. Full support will be provided for a Service User to move to a new support service if this is appropriate and where possible the opportunity to keep up friendships.

Policies and Procedures

The Glenurquhart Centre has policies and procedures in place and these are available to any Service User/Carer/Relative who wishes to see them. Please ask a member of staff.


The Glenurquhart Centre is committed to the principles of the Health and Social Care Standards, My Support, My Life, My Care. Care which is compassionate, responsive and supportive.

The cornerstone of our objectives is the creation of Individualised Care Plans for all our service users. This Care Plan is compiled as far as possible in conjunction with the services user and reflects not only the service users referred needs but also as much detail as is possible of the service users preferences in terms of all aspects of their life. If appropriate close relatives will also contribute to this. This Care Plan will be reviewed on a regular basis in conjunction with the service user and may be adjusted accordingly. This document will indicate key contact people in the user’s life and also who has overall responsibility for their care within the centre.

Standard 1: I experience high quality care and support that is right for me.

The Centre offers a range of activities throughout the day for service users to choose from according to their preferences and abilities. Each day there is a co-ordinated range of activities including crafts and games. These activities are organised on a group basis with assistance or one to one involvement if required. The Centre provides daily newspapers and a variety of reading material is available within the library. Social outings and trips arranged. The Centre encourages integration with local and voluntary community groups. Volunteers are engaged with residents in poetry and storytelling groups. The centre engages with both Primary and Secondary Schools. The secondary school uses the Centre for job experience and has also been involved in activity projects. The Primary School have entertained the residents and spent time in activities. Local Churches have regular input to the Centre and will provide further support if required. A centre Newsletter is produced regularly with updates on local talks and community events.

Nutritional snacks are provided during the morning and afternoon and home cooked meals and fresh fruit and refreshments are available throughout the day. The kitchen caters for dietary requirements and can offer 1:1 support if required.

For those who wish privacy or a quiet place there are three smaller rooms which can be used for reading , listening to music, use of lap top or to receive visitors. Where appropriate Centre staff can assist to facilitate service users to undertake independent activities.

We place a high emphasis on user participation and consult them to ensure they have choice in their activities and reflective of their personal preferences as reflected in their Care Plan.

The Centre is committed to continuously adapting to the changing needs of our service users.

Standard 2: I am fully involved in all decisions about my care and support.

Service users are treated with dignity and respect through the support of staff who adhere to the SSSC standards of care. The centre promotes this by supporting users to take control of their own care according to their needs and ability. A range of information and guidance as well as practical support to accommodate each person’s needs. The Centre can provide an alternative venue for residents to meet visiting clinicians such as Social Work, Occupational therapy, GP, Pharmacy, Podiatry, and Physiotherapy. Arrangements can also be made for home visits from Department of Work and Pension and other benefit agencies or Advisory Groups.

Standard 3: I have confidence in the people who support and care for me.

The Centre has an employment policy which ensures all staff are PVG checked and follow a comprehensive induction programme supervised by a senior member of staff. Training is tailored to the specific area of work but the Centre adopts the standards of care produced by the SSSC for employees. Staff will undergo mandatory training as required including First Aid and Moving and Handling. All staff adhere to the highest levels of confidentiality. The Centre actively encourages staff to undergo further training.

All staff participate in a Development Programme which includes Staff Appraisal and personal supervision. All staff are issued with SSSC code of Conduct.

Each Service User is allocated a Key Worker who is responsible in ensuring Care Plans and information are updated. The Key worker is responsible for ensuring that reviews are carried out and that any necessary information is added when required.

Standard 4: I have confidence in the organisation providing my care and support.

The previous Reports from the Care Inspectorate are available and information leaflets on the current services provided by the service is available. Initial queries will be dealt with by the Centre Manager who will provide as much information as is required. A visit by the potential user and their family or friends may be arranged to match suitability and allow familiarisation with the centre. Staff will be available to answer any queries about any aspect of care provided. Attendance at the centre will be agreed with the user dependent on frequency required, whether or not transport is required and availability of places.

On confirmation of a place the user will be issued with the Health and Social Care Standards and steps to be taken if these Standards are not met. This includes informing users of the complaints system.

The Centre holds regular Service Users meetings usually every three months and also carries out surveys regularly or when it is felt necessary. Participation of Users in decisions about changes to service delivery is encouraged.

Centre Staff will be sympathetic to changing needs of Service Users and will involve the Service User and their relatives or Advocates in any review caused by the Centre no longer being able to meet the required needs.

Standard 5: I experience a high quality environment if the organisation provides the premises.

A Regular Environmental Audit is carried out and a schedule of maintenance which meets statutory and regulatory standards is kept. Health and Safety factors are considered including meeting statutory Fire Regulations. The Centre is a No Smoking facility.

The Centre is open plan which makes itself amenable to a variety of uses. Homely furnishing create a homely atmosphere with adjustable chairs available.

There are facilities within the Centre for personal care. The building has full wheelchair access and adapted toilets are situated close to the communal area. The toilets have alert systems

The Centre aims to maintain a bright and airy feeling. The building is on one level with access to outside areas and workshop. The outside areas are fully utilised in the summer with BBQs and other activities.

Aims and philosophy of the support service

  •  Rights: The maintenance of all entitlements associated with citizenship
  •  Choice: The opportunity to select independently from a range of sustainable options
  •  Independence: Opportunities to act without reference to another person, including opportunities to incur a degree of risk to self
  •  Fulfilment: The realisation of achievable personal aspirations and abilities in all aspects of daily life
  •  Privacy: The right of individuals to be left alone undisturbed and free from intrusion or public attention into their affairs
  •  Dignity: Recognition of the intrinsic value of people regardless of circumstances by recognising their uniqueness and their personal needs; treating with respect

The Glenurquhart Care Project participation strategy

The Glenurquhart Care Project continually strives to provide a quality service to people who use and are involved with the service. It recognises the importance of encouraging Service Users, Carers/ Relatives/ Friends, Staff, Volunteers and other Professionals to participate in the ongoing development and quality analysis of the service. The Glenurquhart Care Project aims to achieve this through the following:

Service Users Questionnaires

  • Questionnaires will be sent out 2 x annually.
  • Questionnaires are formulated taking into account the National Care Standards relevant to the day care service.
  • Service Users will be encouraged and supported, if appropriate, to complete these.
  • Emphasis will be on how Service Users’ comments, suggestions and opinions are important to the continuing development and improvement of the day care service provision.
  • On receipt of completed questionnaires, the services will action any requirements where possible or respond appropriately to the contents.

Service User & Carer Meetings

  • These meetings will provide an opportunity for a two-way flow of communication for anything that is brought forward for discussion. They will be held quarterly and all are welcome to attend. The meetings will be minuted and any requirements actioned where possible.

Service User Support Plan and Reviews

  • All Service Users will have a review of their support plan on a 6 monthly basis. The support plan is designed using the Health and Social Care Standards and provides a format for Service Users to let the service know what their needs, wishes and choices are and how they will be met by the service.
  • The review process will also provide an opportunity for one-to-one open discussion with regard to all aspects of the service provision.
  • Carers, Relatives, Advocates or others who wish to attend Service User reviews will also be encouraged to provide feedback of the service.

Carer/Relative Questionnaire

  • Carer/ Relative Questionnaires will be sent out 6 monthly.
  • Questionnaires will be as per the Health and Social Care Standards.
  • Carer/Relatives will be encouraged to complete the questionnaires and emphasis will be on how their comments, suggestions and opinions are important to the continuing development of the service.
  • On receipt of completed questionnaires, the service will action any requirements or respond appropriately to the contents.


  • Volunteers follow an Induction and Training programme.
  • Each volunteer is subject to PVG checks and regular supervision
  • Volunteers will be asked to complete questionnaires on an annual basis and the service will action any requirements and will respond appropriately to the contents.

Staff Meetings

  • All staff are subject to PVG checks
  • Staff who are on duty meet twice daily to discuss day to day service provision and all staff are encouraged to provide feedback on a daily basis.
  • Full staff meetings are held once per month and all staff are invited to attend.
  • An agenda will be available before the meeting and all staff are encouraged to contribute to it or put forward any items at the meetings.
  • Format of the meetings is one of open discussion and information sharing.
  • Minute of meetings are taken and records kept.
  • All requirements are actioned where possible.
  • Staff will be given training on participation and how we encourage this within the service.

Staff Questionnaires

  • Staff will be encouraged to complete questionnaires on an annual basis in an open and honest way providing valuable feedback to GCP.
  • Any requirements from the questionnaires will be actioned where possible.

Joint working with other Professionals

  • Regular integrated meetings are held with other professionals to review community support for Service Users.
  • GCP arrange formal Stakeholder meetings via current ongoing changes in local community and services. This enable other professionals to contribute to the development of the service.

All of the above will form part of our quality audit system and encourage participation from all involved in the service provision.