Kingston Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

The service had made improvements and people now received care and support that was more specifically tailored to their individual needs. Staff understood people at the service had diverse needs and made sure people received the care and support they required, in line with these needs. The service was responsive when people’s needs changed and ensured continuity of care was maintained in line with people’s choices and preferences. People were provided information that met their individual communication needs. There was an open and honest culture at the service where anyone could give feedback, raise concerns or make complaints. These were acted on and changes were made when needed. The service had arrangements in place to support people to plan for the future, including at the end of their life.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care and support tailored to their individual needs. When changes were needed to their care and support, people, and others involved in their care, were involved in decisions about this and their preferences informed how care and support should be provided.

Staff understood how to provide care that was tailored to people and their individual needs. Staff told us about the individual needs and preferences of people using the service and how they supported people to receive care and support in line with these. Managers said any changes to people’s needs were reviewed promptly to ensure that appropriate care plans and risk management plans were in place to meet these needs and keep people safe.

Staff followed people’s care plans and used people’s preferred methods of communication when engaging with people. They were observant to people’s responses and used this to guide them when delivering care and support in line with people’s preferences.

People’s diverse needs were well understood. People’s care and support was delivered in line with their individual needs and preferences for how and when this should be provided.

Staff understood the diverse needs of people using the service and made sure the care and support they provided was in line with people’s individual needs and preferences.

Partners told us the service supported people’s choices about their care. A healthcare professional said, “Kingston Care Home offers tailored care so that each resident is treated as an individual whilst involving their families and professionals.”

Arrangements were in place to ensure care and support was delivered in a joined up way and promoted choice and continuity. People’s records reflected these arrangements and showed the service worked with others to ensure people received appropriate care and support from everyone involved in their care.

People were provided with information in a way they could understand and that met their individual communication needs.

Staff were aware of people’s individual communication needs and knew how to provide information in a way that people could understand and respond to.

Systems were in place to ensure people received information in an accessible way that met their individual needs. This was assessed and recorded in their care plans and shared with staff to ensure these needs would be met. Information was available to people in accessible formats if this was required, for example in different languages or large print.

People knew how to give feedback and were comfortable raising concerns or making a complaint. One person told us, “I don’t suffer fools gladly and I wouldn’t stand by and watch any problem going on. It would depend on who was in the wrong, who I would tell. But I would say something.” Another person said, “I’ve certainly complained about the food. Straight to the person involved.” A relative told us, “I wouldn’t have a problem making a complaint. We let them know if we’re not happy about something.” Another relative said, “I have no problem letting them know if we’re not happy with things. They do listen.”

Staff understood how to support people to raise concerns and make complaints. The registered manager encouraged an open and honest culture at the service where anyone could give feedback, raise concerns or make complaints.

Arrangements were in place to investigate concerns and complaints about the service. The service had a complaints policy and procedure which set out in detail how concerns and complaints would be dealt with. Records showed complaints received by the service were investigated and people had been provided with a response about how these had been dealt with, including actions taken by the service to make sure lessons were learnt so that mistakes would not be repeated.

People received their care and support when they needed this. They received their care and support in line with their stated preferences. People were supported to access healthcare services when needed.

Staff understood people well and knew how and when to provide care and support to people, when they needed this. They supported people to access healthcare services when this was required.

Partners told us people had access to care and support when they needed this. A healthcare professional told us about one person who, as part of the treatment, needed to access the community regularly and they were supported to do so by staff on a weekly basis.

Systems were in place to ensure people could access the care and support they needed. Managers assessed, monitored and reviewed people’s care needs and used this information to plan care and support in line with people’s preferences for this.

The service had made improvements and people now received care and support tailored more specifically in line with their individual needs. The service had a dedicated staff team responsible for the delivery of activities, who planned and delivered a wide and varied programme of events in line with people’s individual needs and preferences. This helped to ensure people experienced greater equity in their experiences and outcomes. People were encouraged to take part in activities and events to reduce risks to them from becoming socially isolated. People’s specific dietary needs were catered for. People’s religious and cultural beliefs were respected and people were actively encouraged to practice their faith.

Staff understood people’s right to receive care and support that met their individual needs. The registered manager told us how people were supported to feel included and to have access to the same information and opportunities as others. They said, “One of the barriers can be communication. If people don’t speak English we try and make sure staff can meet some of their needs. One person speaks Punjabi and we have staff that speak that language so we make sure they work with the person regularly. With people with reduced mobility [staff] are very good at checking in with everyone and identifying their needs for participating in events and occasions. We have specialist chairs that we can use to take people out and we have arrangements with a local transport provider who we work with to take people out on outings. We have plenty of equipment to support people to go out. We also have a walking club and staff take people out for walks. We don’t leave anyone out unless they want us to.”

Systems were in place to obtain information about people’s communication, social, cultural and spiritual needs. People’s care and support had been planned in a way to ensure these needs could be met. Staff received equality and diversity training as part of their role to help them make sure people were not subjected to discriminatory behaviours and practices.

People, and others involved in their care, were supported to be involved in discussions about their future care needs, including their needs at the end of their life. Their preferences for this were documented in their records.

Staff understood people’s future care needs and preferences about what they would like to happen at the end of their life. They told us they had received relevant training to support them to do this.

Systems were in place to obtain information about people’s individual needs and in particular their wishes for the support they wanted to receive at the end of their life. This ensured people’s wishes and choices would be respected at the appropriate time.