Lumina Care Wigan & St Helens

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

Our rating is good. People were treated with dignity and respect Staffing was consistent, and people were supported by staff who knew them well. We were told how people felt staff treated them with kindness, and examples were shared which demonstrated staff understood the importance of promoting independence in aspects of people’s care. Some people had additional support to maintain relationships with families and friends and to access activities which were important to them.

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.

People told us staff were kind, and they were treated with dignity and compassion. One person commented, “I love them, they are my friends.”

People were supported by a staff team who could describe how they treated people with kindness and protected people’s dignity during care. Staff told us they would always make time to talk and listen to people. One staff member told us, “I think with the calls I do, 95% of it is having a chat with people. I support them with whatever they need and then I always have a chat.”

We sought feedback from partners about their views of how people were treated by the provider. We did not receive any information of concern with respect to this.

People felt they were treated as individuals and told us they were supported by a staff team with whom they had developed close relationships. One person said, “The staff are very good. They are great, they make me laugh.” Family members also felt valued and respected by staff. One family member commented, “The staff are wonderful. They’ve always given me and [Name] the time of day, they often talk to us.”

Staff demonstrated an understanding of the needs and preferences of the people they visited. One staff member told us, “I know people very well. I pretty much do the same run regularly.”

Information contained within people’s care plans demonstrated staff had consulted with them in terms of preferences in care and to ensure any cultural needs were being met. One person told us they would prefer more female staff. Staff were able to demonstrate they routinely discussed this with the person and were attempting to accommodate this request when planning future care visits.

People told us they were supported to maintain their independence and they were involved in the design and delivery of their own care. One person told us, “I have decided on my care plan myself. I have the minimum care I need.”

Staff described how they supported people to have choice and control over their care and understood the importance of assisting people to maintain as much independence as they could.

Care plans reflected people’s choice with regards to care. They also reflected those aspects of care where it was important to people to maintain their independence. For example, during personal care, when taking medicines or eating their meals.

People told us staff were responsive to their needs. We were told by a family member, “The staff and managers are absolutely brilliant. I know it’s not an easy job and can be hard at times. I get stressed out sometimes, but it’s been brilliant, and they’ve always understood. It’s changed our lives for the better.”

Staff understood people’s health conditions and knew how to respond in an appropriate responsive manner. Staff were able to describe how they communicated with people effectively and how they would respond to people in different situations. One staff member told us, “I would generally speak to the office in the first instance to see what they advised and then make any further calls to emergency services if need be.”

Staff told us their workload was manageable, and they were happy working for the provider. Staff described opportunities for personal development and career progression which were available to them.

Systems were in place to ensure wellbeing in the workplace and to recognise staff.