Casa di Lusso

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care was personalised to their individual needs, staff knew people well and offered support to suit people’s preferences.

Staff confirmed they had access to the information they required to support people as they required but felt they could have more information. Comments included, “We have care plans on each of ourresidents where we can find details on how to support them”, and “Care plans can easily be accessed through the [electronic care system] which we have our own individual pin” and “Care plans are accessible to all; however, some require more in-depth information.”

The senior management team were working with staff to ensure care plans were outcome focused. We found care plans were descriptive and person centred, and people and relatives were involved with the process.

People and relatives confirmed they were involved in the care planning process. Comments included, “I was involved with her care plan and it is regularly reviewed, it is annually updated, they send me a copy by email”, and “I was involved with her care plan, and it gets updated. They come and discuss, I’ve seen the plan and they have given me a copy” and “I am attending a review of his care plan. I am very impressed with the home; he has settled in well. I know the manager and she is approachable. They keep me in the loop, if they have any concerns.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff worked well with partners and were able to source additional support when people’s needs changed. Health and social care professionals were positive about how the staff team worked with them. Comments included, “Communication is respectful and focused on the needs of the service users”, “The care staff will make an effort to try different approaches to care based on recommendations I make. These different approaches do not always work but staff are good at describing what has worked and what has not, so together we review the approaches staff use and come up with better solutions” and “The nursing and care staff are always knowledgeable, professional, helpful and friendly and clearly care about the people they support.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s individual communication needs were assessed, recorded and respected. Information was provided in accessible formats when needed. For example, Staff had a laminated picture menus that helped people to choose their meals.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives’ feedbackwas gatheredthrough surveys and meetings. Actionswere takenbased on feedback, including improvements in activity provision and cleanliness.

At a recent resident meeting, people discussed aspects of the service that was important to them, and action was taken when suggestions made on how the service could improve. For example, 1 person wanted their room locked and to have a key. This was arranged.

People are kept informed by a quarterly newsletter. Each service has a Facebook page which people and relatives can access if they choose.

The provider had a complaints procedure in place which was easily accessible to people if they needed it. The registered manager told us they would investigate any concerns and complaints received but hadn’t had any formal complaints in 2025. They said, “I meet with people and their family members all of the time, so they can raise anything with me.”

Relatives told us they could approach the registered manager and staff. One relative said, “If I go to ask the manager anything, she comes straight back to me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider’s senior management team had identified anticipatory care plans needed to be improved and were working to find ways to involve families. This included staff having discussions with people, so people have had the opportunity to make their choices known.

People were supported at the end of their life compassionately by staff who had been trained to do so and in accordance with their wishes.