Ernest Luff Homes

People's experience of using this service: People who lived at the home, relatives, staff and healthcare professionals told us Ernest Luff had a homely atmosphere and a strong emphasis on the importance of family and community connections.

There was a positive atmosphere within the service. People and their relatives were enabled to be involved in the care and staff were motivated in ensuring people were treated as individuals and had an enjoyable life.

Risks associated with people's care and support had been appropriately assessed and managed. People told us they felt safe living at the service and with the staff team who supported them. The staff team were aware of their responsibilities for keeping people safe and had received the relevant safeguarding training.

Medicines were stored, administered and disposed of safely. Staff followed the providers policies in reducing the risk of cross infections and regular checks were undertaken to make sure people lived in a clean environment.

Staff had developed positive, respectful relationships with people and were kind and caring in their approach. People's privacy and dignity were respected by staff who worked to a set of values around providing care centred on each person. People were supported and encouraged to be as independent as possible in all aspects of their lives.

People told us staff concentrated on what was most important to them and made sure they received the care they needed and preferred. People were supported to take part in a programme of planned and spontaneous activities which they found interesting and fulfilling.

The staff team including the chef supported people to eat and drink enough which helped people to remain well. Staff anticipated people's care needs and responded to people swiftly, respectfully and with warmth.

People were valued for who they were and supported with compassionate care at the end of their lives in ways they preferred.

Staff felt a strong sense of ownership and pride in the service and felt well supported by the management

team. There were enough staff to meet people's care and support needs. Staff had been recruited safely and many of the staff team had worked at the home for several years which was valued by people living there.

Plans of care had been developed and reviewed with people and their relatives, and the staff team knew people they were supporting well. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible.

The registered manager was a positive role model and together with their staff team they had a passion to learn about and aim for best practice with people at the heart of their care. People who lived at the service and all staff were actively encouraged to contribute to the evaluation of the care provided and recommendations of where they could aim higher to drive through improvements. Regular quality audits and checks were completed so improvements were continually recognised and there was effective follow up action which made sure people received a good-quality service.