Luke's Place

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last inspection under the previous provider, we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff showed that they were kind, respectful, and supportive. Staff took time to get to know each person and understand what mattered to them most. Staff spoke with people in a dignified way.

The registered manager ensured they were a role model to the staff team to ensure they were aware of the culture of kindness and respect between people and colleagues.We observed the registered manager positively challenging staff where needed and having meaningful discussions with people.

Staff took time to build meaningful relationships and showed genuine interest in people’s wellbeing. Staff got to know people and understood their interests. One person enjoyed the feeling of being on the grass, due to the weather changes staff brought sensory items which match the sensation for the person to enjoy. A relative said, “I find the staff very caring and they are very attentive to her need.” A staff member said, “I chose this job because I enjoy supporting people to live meaningful, safe, and fulfilling lives. I find it rewarding to help individuals develop independence and achieve their personal goals.”

Staff celebrated people’s achievements and supported them to build confidence and self-esteem. We saw staff promoted people’s independence, so people knew their rights and had choice and control over their own wellbeing. For example, where a person’s preferred communication was not verbal communication, staff were communicating with the person by using an electronic system. We saw the staff member was patient and considerate to ensure the person had time to process where and what they wanted to do. Feedback from everyone involved was that the person was able to have their voice heard which was the most important thing to them.

People were encouraged to express their views and were involved in decisions about their care and daily routines. People were involved in key worker meetings which allowed them to express what they wanted to improve or what they felt was going well.

Where people requested support, we observed staff being responsive in supporting the person.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt well supported and respected by the management team. A staff member said, “The management team provides support through regular staff meetings, we have team handovers, supervision every 8 weeks, and training if needed. Advice and guidance are available when needed, and staff are encouraged to discuss issues and share feedback in an open door ‘policy’.”

All staff had the opportunity to participate in meetings and supervision. They confirmed these occasions provided them with opportunities to ask questions and provide feedback on their experiences.