St Luke's Care Home

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 remained Requires Improvement. This meant people’s needs were not always met.

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. People’s needs were not always effectively assessed and monitored. People and relatives gave mixed feedback regarding their involvement in their care. Feedback included, “Yes we had a meeting with the regional manager before my [relative] moved in” and “I have not been involved in my care planning”.

The provider understood the diverse health and care needs of people and their local communities. However, care was not consistently joined up to support continuity. Systems and processes were in place to ensure people had access to health care professionals when they needed them. There was an understanding of the diverse needs of people accessing intermediate care. However, improvements were required in relation to accuracy of people’s records and information sharing to ensure that care was consistently joined up. Improvements were also required with regards to oversight of these records.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People did not always have information regarding their care and support available to them. For example, some people told us they had not had copies of their care plans and risk assessments.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. The home sent out surveys for people to share feedback. There were posters up in the reception asking people to give feedback and the signing in and out device also gave people the chance to share feedback. Complaints were logged by the provider, investigated and responded to with clear actions that had been taken to learn when required.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us the provider supported them to access care and support when required. Once person told us “It’s good to know that the GP practice is just next door. Staff are very good at knowing when [relative] is not themselves and get the GP”.

Staff and leaders did not always actively listen to information about people who are most likely to experience inequality in experience or outcomes. This meant people’s care was not always tailored in response to this. Some people’s care plans did not always tailor care, support and treatment in response to people who are most likely to experience inequality in experience or outcomes in relation to communication needs.

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. People were involved in making decisions about their transfer into the home.Staff told us they had completed end of life training and felt confident in supporting people at this time. People told us that staff at the home supported their relatives with dignity and compassion. One person told us “The home recently supported my [relative] at the end of their life. All staff were kind, caring and supported my [relative] with dignity and respect, they also treated our whole family with compassion, and we are very grateful for their care at such a difficult time”.