Archived: St Lukes Place

The service had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were safeguarded from the potential of harm and their freedoms protected. People were cared for safely by staff who had been recruited and employed after appropriate checks had been completed. Care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare. Staff supported people with their medication as required.

Staff had received regular training and were knowledgeable about their roles and responsibilities. They had the skills, knowledge and experience required to support people with their care. The service worked well with other professionals to ensure that people's health needs were met. Where appropriate, support and guidance were sought from health care professionals, including GPs, district nurse and occupational therapist. People were supported with their nutrition and hydration needs.

Staff knew the people they were supporting and provided a personalised service. Care plans were in place detailing how people wished to be supported and people were involved in making decisions about their care. Staff were attentive to people's needs and treated people with dignity and respect.

People were supported with activities which interested them. People knew how to make a complaint; complaints had been resolved efficiently and quickly.

The manager had a number of ways of gathering people’s views including talking with people, staff, and relatives. They carried out a number of quality monitoring audits to help ensure the service was running effectively and to make improvements.

One person told us, 'They are unfailingly polite. They are respectful but like friends to me. They would never force me into anything and I trust them totally.' We found that staff had an awareness of the need to ask for people's consent before offering care.

We looked at the care records for six people. People's needs were assessed and care was planned to meet those needs and take their individual preferences into account. We found evidence that care was flexible and took steps to meet people's changing needs.

Where people required assistance to take their medicines, the level of support agreed was clearly identified within the person's care plan. We found that staff completed medication administration records accurately and that the manager completed regular audits of medication administration. We identified no errors.

There were effective recruitment and selection processes in place and appropriate checks were made to ensure that suitable people were employed.

The provider had a number of ways in which they monitored the quality of the service at St Luke's Place, such as, questionnaires, quality monitoring visits, spot checks, care reviews and audits. This demonstrated that appropriate steps were taken to ensure that a high standard of care was maintained.

People using the service told us that they had been in contact with management and that were able to express their views about the service. They had been made aware of the complaints procedure and received written documentation during the assessment process.

There were systems and procedures in place to help staff identify concerns and respond appropriately to the signs and allegations of abuse. Those spoken with added that they felt safe with the staff and that they considered them well trained.

People we spoke with were complimentary about the service and made positive comments. Looking at comments from the provider's quality assurance questionnaires these included; 'Very Satisfied,' 'All staff are very good,' 'All the ladies are very nice and very friendly,' and 'X' knows what to do, I don't have to be asked.' Those people spoken with during the visit were very positive about the help they received and were happy with the service.