St Lukes and The Oaks Care Home

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

People's experience of using this service: People benefited from the registered managers dynamic approach which inspired the staff team to engage with multiple projects and ideas aimed at improving people's quality of life. The service was very outward facing and there were strong links with many different organisations in the local community. This resulted in a wide variety of visitors to the service for people to meet and interact with. In addition to a range of initiatives run with local organisations for the benefit of people staff had initiated a variety of projects to increase people's mobility which had led to people experiencing less falls.

The environment was exceptionally dementia friendly. It was highly stimulating and interesting for people living with dementia. All people, including those with more advanced dementia had been consulted about what they wanted. As a result they had an enriching and fulfilling environment which reflected their wishes and preferences. People living with dementia were already benefiting from the provider's introduction of their, 'Rose model of dementia care.' Observations of people's individual dining experiences had led to improvements for people. Staff were highly attentive to people's needs during the lunch service and provided constant information about what was happening and reassurance.

The registered manager had identified through their audits of the service, not all staff were up to date with the providers refresher training. An action plan had been implemented to ensure this work was completed.

People were kept safe from the risk of abuse. Measures were in place to ensure any potential risks to them were identified and managed safely. There were sufficient staff deployed to meet people's needs in a timely manner. People received their medicines safely from trained and competent staff. The environment was kept clean for people.

Staff worked effectively with external professionals to ensure people's healthcare needs were met. People were provided with a balanced diet that met their dietary and fluid needs. People were supported to have maximum 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.

Staff were observed to treat people with compassion and kindness throughout the inspection. Staff ensured people were involved in decisions about their care wherever possible. People's privacy and dignity were

upheld during the provision of their care.

People received responsive care from staff who were skilled at responding to their needs. Processes were in place to seek, investigate and act upon people's complaints. People were appropriately supported at the end of their lives.