All case studies
Supported living
PROVIDER
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LOGO
Lumina Supported Living
Feedback that fits each person.
The challenge
Standard forms didn't work for everyone Lumina supports; feedback depended on keyworker relationships and was rarely recorded.
What they did
Simple, mobile-friendly forms with accessible question formats [accessibility features, confirm]; keyworkers logged conversational feedback with consent; themes reviewed monthly with the people who raised them.
What changed
24 more people supported now share feedback directly; small everyday changes (activity choices, kitchen routines) are visibly linked to what people asked for.
“The small stuff is the big stuff here, now it gets written down and done.”