St Lukes Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

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 service had a shared vision, strategy and culture. The ethos, values, attitudes and behaviours of managers and care staff ensured people lead confident, inclusive and empowered lives. People were treated with respect and dignity and staff treated people as equals. Managers embedded a culture that enabled individually designed support that embraced people’s human rights. This meant people were able to live a good, ordinary life as part of their community.

The provider implemented a shared direction and culture for the staff team based on the principles of person-centred care, promoting independence and respecting people’s human rights. Staff were very positive about the management team and complimented them for how supportive they were. The manager said, “We have an ethos of person centred care and we expect our staff to be caring, enthusiastic and hard working.”

The service had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Managers had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The service was managed by a home manager, registered manager, and nominated individual who oversaw the management of the service on behalf of the provider. The manager told us they were well supported and had daily discussions with the registered manager to ensure the service followed were compliant with CQC regulations. They said, “I am very happy, we have good staff and we all work hard. It’s a lovely team that works together. I can trust my staff to use their initiative. We are open and transparent with our residents.”

People and relatives spoke positively about the service and the management team. They told us they were treated with respect. Staff were also positive about the management team and told us they were compassionate and cared for the staff and people they supported. A staff member said, “I can talk to the manager about anything. They are very kind, supportive and approachable.”

The service fostered a positive culture where people felt they could speak up and their voice would be heard. There was regular engagement with people and their representatives and a strong focus on supporting people to thrive, develop skills, have new experiences and live the life they choose. Staff said they were able to speak with the manager or registered manager to discuss any concerns. Staff felt they would be listened to respected. A staff member said, “Yes, the managers always listen and give us opportunity to feedback and give our opinions. They listen and take action.”

People and relatives could contact the service at any time to speak with managers. The provider worked with local advocacy services which helped people get their voices heard, secure their rights, and access services. The manager said, “We make sure professionals and advocates play a big role so that people’s rights are upheld. When we make best interest decisions for residents, we invite advocate to come and assess our best interest decisions.”

There were processes for staff to follow should they wish to speak with external agencies such as the local authority, the CQC or the police, if they were unable to report concerns about people’s safety to the provider or if concerns were not acted upon by the provider.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them. Staff felt they were treated fairly by managers, and worked well with them as a team. Staff completed training in equality and diversity and had an understanding of what it meant. Recruitment and disciplinary processes were in place and ensured there was no disadvantage based on staff's specific protected equality characteristics. The provider had processes to ensure an inclusive workplace where staff were treated and supported as individuals. A staff member said, “The managers treat us very well. They are very good, very professional.”

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They act on the best information about risk, performance and outcomes, and share this securely with others when appropriate. Leaders in the service were aware of Right support, right care, right culture guidance and had put measures in place to ensure people received high quality person centred care.

At our last inspection, we found audits were not effectively identifying concerns. The provider had since made improvements. There were systems to monitor the quality of the service people received, which helped to identify if any improvements could be made. These included observations of staff competency, internal audits and team meetings. The management team worked with the nominated individual to complete quarterly and monthly care audits. Safety processes were also checked so they could be assured people remained safe.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contribute to safe, effective practice and research. The model of care was in line with current best practice guidance right support, right care, right culture.

Managers worked with people, their representatives and staff to build a culture that focused on enabling people to enjoy a full life. The service used technology to ensure people’s care records were up to date and accurate and the system was easy for staff to use.

Staff attended team meetings with the management team to discuss various matters such as accurate record keeping, communication and involving people in activities. An internal action plan had been developed by the provider to help drive continuous improvements. The provider also had plans to arrange for some new furniture and refresh the interior of the home to make it brighter and more colourful.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The model of care was in line with current best practice guidance right support, right care, right culture.

Managers worked with people, their representatives and staff to build a culture that focused on enabling people to enjoy a full life. The service used technology to ensure people’s care records were up to date and accurate and the system was easy for staff to use.

Staff attended team meetings with the management team to discuss various matters such as accurate record keeping, communication and involving people in activities. An internal action plan had been developed by the provider to help drive continuous improvements. The provider also had plans to arrange for some new furniture and refresh the interior of the home to make it brighter and more colourful.