Care Sante Kent

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

People and their relatives felt that care was person-centred, that staff knew people well and communicated with them effectively. Staff gave specific examples of how they supported people to use alternative communication methods.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives told us that staff took time to get to know them and their support needs, likes and dislikes. One person said, “The staff all know me well, they will all do anything I need them to, I can’t complain at all.” Another said, “Staff know us both very well.” As a result of building these relationships, people felt that staff treated them as individuals and tailored care to ensure all their needs were met. One person said, “Staff follow the care plan, ask me what I want to do. They take me to Physio. I like to go to certain groups and they support me with that.” Another person said, “All our needs are met, we can ask them to do anything we want and they will offer anything.” Relatives agreed that care was person-centred and gave examples of how staff demonstrated this. One relative said, “Dinners are a good one. My loved one’s favourite is chips and eggs. They always get their chips and eggs.” Another relative told us, “Staff meet all my relative’s needs that are required and adjust as necessary. They have poor eyesight and hearing so have the radio on loud, the carers turn it down to care for them then turn it back up and check the level is okay for them.”

Staff demonstrated knowledge of supporting people in an individualistic way and that getting to know them was key to this. One staff member said, “We know what people do like and what they dislike. We know about their family history and their history. We get to spend time with them and talk to them a lot.” Another staff member said, “Everyone is different they all require different things – a need to try different things – (It’s about) adapting to their needs.” Staff told us that this information about people was written into a tailor-made support plan. A staff member said, “In the care plan it says what people’s wishes are and what they expect from their care. I always give them the option for anything though as people can change their mind.” Staff also told us how they supported people who were not able to communicate by speaking. This demonstrated their understanding of ensuring everyone was given the same opportunities to share and be involved in their care. One staff member said, “People who are unable to communicate regarding their choices I would see their facial expressions. I would ask them questions and if they looked happy then I would know they are happy with that thing and we would go with that.” Another staff member said, “For example for a person who’s hearing aids broke I had to find a way to tailor their dinner for them. I couldn’t just make anything I had to find out what they wanted so I had to communicate with them by writing.”

We saw initial assessments that had been completed with people before their care package started. This information had been gathered from people and those that knew them well to ascertain their likes, dislikes and support needs. This was used to create a bespoke care plan. As part of audits, we saw that the registered manager reviewed these care plans and updated them when changes occurred. There was information in people’s care plans about their preferred methods of communication and whether they had any additional support needs.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.