21 Lucerne Road

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

At the last inspection we found people were at risk of not receiving the care and support they needed because sufficiently detailed care plans were not in place for them. This issue contributed to the breach of Regulation 17 (Good governance) of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Since that inspection the provider introduced a new format for care planning, integrating people’s needs and risk assessment into those plans. The registered manager told us regular annual reviews of people’s care plans were scheduled unless their needs changed first and this would trigger an earlier review. We saw evidence of these measures. This means there is good guidance in place for staff to follow about for people’s care and support and the provider is no longer in breach. People were in control of their care and support. Staff knew people well and supported them to follow their interests, including those related to their spiritual beliefs. There were systems in place to obtain regular feedback. People received care, treatment and support that promoted equality and protected their rights.

This service scored 57 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People received care and support that was personalised, coordinated and worked well for them. Relatives told us staff listened to them and their family members. They said they were confident in the management of the service. One relative said, “My family member is very happy. Staff are marvellous. I don’t have to tell them anything, they know what’s needed for them [service users]. It’s a great weight off my mind to know they are supported like that.” Another relative spoke about the improvements they had noted in their family member since moving to the service. One reason for this was the quality and presentation of the food. They said, “My family member was so overweight. Now they really like the food they get and they have lost weight and are now much healthier and happier for it.”

People were treated equally and without prejudices and all staff receive training in equality, diversity and inclusion. Comments from staff included, " We treat everyone equally. No one is discriminated against." "People are given the time they need, but it depends on their mood and if they want staff to be with them. Each day is different," Staff receive training in meeting people’s communication needs and spoke of different ways of communicating. Staff told us," We have people who are nonverbal, so it's important use methods they understand. We speak slowly and face them so they can read our lips, we also write things down, we use large print for those that struggle with normal print, and pictures for people who can’t read anymore." Another staff member said, "If someone is upset, we try to distract and reassure. There is a calm atmosphere here, which residents respond to." Staff understood the importance of people's diversity, culture and sexuality to them as a person and to managing their care needs in a person-centred manner.

Regular meetings took place which provided people, relatives and staff with opportunities to raise concerns, share ideas and be involved in decisions relating to the home. The provider had quality assurance systems in place which have recently been revised and upgraded. These to check the quality of service provided to people. Throughout our inspection the registered manager and their deputy were open to feedback, taking swift action to drive improvement across the service. They told us, “We will continue to strive to improve our service and resident’s experience, and to consider any feedback an opportunity to succeed.”

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.