Archived: St Luke's Services- Pearn

We saw comments and copies of letters of thanks and the service regularly reviewed people’s views of the service they had received. This feedback demonstrated people were very satisfied with the support and guidance they received.

We looked at two care records for people receiving advice and support. We saw that people were offered support and guidance to assist them with aspects of their care and helped them to access the services and help they needed. Each record provided clear evidence of all input from both staff and people using the service and showed when actions had been completed.

Advice and support with medicines was provided by staff. Staff were regularly assessed to ensure they had the updated knowledge and competency needed to provide advice and support with medicines.

Staff spoken with had the knowledge and experience to provide the support and advice needed. Staff told us that whilst they were busy they felt they had enough time to meet people’s needs.

There were various quality monitoring systems in place, which we could see were effectively monitoring the quality of the service provided and people’s satisfaction with the service they received.

We saw information which demonstrated that people were very satisfied with the support and guidance they received. We noted comments from one person’s relative read, “Your encouragement has taught me how to cope, manage and more importantly move on.”

We noted from the care records that we looked at, that people were offered support and guidance which enabled them to make informed decisions about how and where their care should be delivered. The staff that we spoke with were knowledgeable about the options of care and support that were available to the people they supported. They demonstrated an empathy and understanding of the sensitivity required to support people in a dignified and respectful manner.

We could see from records that the staff were well supported through internal and external supervision processes, which provided opportunities for both individual and group reflective discussions.

There were various quality monitoring systems in place, which we could see were effectively monitoring the service provision and people’s satisfaction.