21 Lucerne Road

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

People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

This service scored 70 (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 Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Relatives told us staff understood the importance of enabling people’s independence, choice and control as far as possible. They demonstrated patience and sensitivity when providing support. For example, one person wanted to go shopping with their relative and to have lunch with them. Arrangements were made with the relative and the person was enabled to have the trip out as they wanted. Relatives said staff treated people with dignity and respect, recognising each person’s unique and individual qualities. One person said, “I am perfectly happy here, I would not ever want to move from here”. One relative said, “Staff treat my [family member] really well. He is so happy and we have never had to make a complaint. Staff are professional and kind, they all do their job, they have created a good family environment here for people.” Relatives agreed that people were supported to keep in touch with those who were important to them, and that they were made to feel welcome. One relative told us, “I can come any time I like here…I often come late and sit and watch TV with my relative, as if they were in their own home.”

Staff knew people well and were well aware of their likes and dislikes, what they enjoyed doing and what support they needed. Staff told us, "Wherever possible we help people to do things as independently as they are able. So for example, with personal care we encourage independence, and we support people to have a go themselves. Some people can do almost everything, but can be slow, we don’t mind, we help whenever it is needed." Some people like to choose their clothes and can be very definite about what they want/not want to wear. It's a pleasure to let people have that choice and control." People’s relatives were involved in their family member’s health care decisions as much as possible and with consideration given to their capacity to understand and retain the information. One staff member said, "We involve them as much as possible." Records evidenced people having regular and appropriate health checks, such as attending GPs, hospitals and dentists.

We noted that people were supported appropriately with their care and support. People were encouraged to do as much as was safely possible. Risk management plans assisted staff to help keep people safe while maximising their independence.

People and their relatives were involved with planning their care and support. Records reviewed contained person centred information which had been obtained through conversation with the person and their relatives. People’s records were reviewed and updated to ensure they remained accurate and reflective of current care needs. People were supported to follow their interests. This included accessing the community. Photographs showed that people’s cultural needs were considered too. Different events had been arranged to recognise people’s cultural backgrounds.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.