Luton Borough Council Supported Living Service achieved a Good rating across all five key questions at its first inspection, supporting 18 people with personal care across 8 shared houses. The service demonstrated consistently person-centred, compassionate care with strong governance, innovative community partnerships, and an inclusive culture embracing diversity and individual identity.
Strengths
· Exceptionally kind and compassionate care with staff knowing people very well and responding to individual needs
· People were fully involved in recruitment, care planning, and decision-making, maximising choice and control
· Strong cultural competency including support for gender identity, heritage, and use of preferred pronouns
· Robust governance with continuous improvement plans, quality audits, and learning from incidents shared across the service
· Innovative community partnerships enabling people to access events, volunteering, and social activities
Quality-Statement breakdown (25)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Supporting people to live healthier lives, access healthcare services and supportGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Engaging and involving people using the service, the public and staffGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving careGood