Kingsman House 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

People and staff worked in partnership to achieve their care needs. The home worked to ensure everyone received information in the way they preferred. Barriers to communication were challenged and addressed. Equality and diversity were considered, and the principles embedded within the homes policies. Feedback was requested and listened to in a formal and an informal way throughout the home.

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 told us they received care which was person centred. Relatives said their loved one’s needs and preferences were considered by staff. A relative had left feedback about their experience of the care provided, we read, ‘They are thriving since they have been here. They are healthier, more engaged and sociable. They engage in the activities and trips.’

Staff told us they had enough information about people’s needs. Staff knew people well. Care was delivered in line with the care plans and people’s preferences at the time.

We observed individual interactions with people and staff, offering choices and observing their preferences.

People told us they could access the care and support they required. This included seeing their doctor or chiropodist. Relatives told us they were impressed with the providers commitment to ensuring all needs were met by enhancing the access to medical support.

Staff and managers told us how important it was to work with external professionals to ensure care for people was holistic. Staff felt supported by the professional’s advice and guidance, for example, with nutritional needs.

Health and social care professionals were complimentary about working with the home, they told us in recent months communications and working relationships had improved. They were confident in the care provided. One professional said, “Communication is incredible.”

The providers electronic care planning system was used to ensure continuity with care records and interventions. Records showed input by various health and social care professionals. This meant everyone could have access to each other’s treatment plans, therefore this helped streamline the care and treatment for people. Information about care and support was given through daily handovers.

Where people had an accessibility or communication need this was met by staff and the home. For example, where people were living with a hearing impairment, information was provided in writing or staff adjusted their tone to suit the person.

Staff told us they knew how to communicate well with people. This included understanding of people’s needs.

Information about how a person communicates was detailed in their care and support plans. This information was highlighted where there was a problem and shared between relevant health and social care professionals as needed.

People told us they felt involved in the home, and relatives confirmed this with us. Everyone told us they felt comfortable speaking with the manager or any of the staff if they had a concern or any feedback. People and their relatives knew how to make a formal complaint if they needed to and were confident it would be taken seriously.

Listening to people and getting their feedback and ideas was essential for all staff working at Kingsman House Care Home. They told us they would always ask people what they wanted and how they wanted their day to go.

Systems were in place to ensure people could feedback on the care and support they received. A formal complaints procedure was in operation and records showed concerns had been dealt with to the satisfaction of the complainant.

People told us they received care and support, which was accessible, timely, and considered their individual needs.

Staff had received training in equality and diversity and told us they would care for someone regardless of their beliefs. Staff understood and appreciated we lived in a diverse society.

Health and social care professionals told us they were assured every person had access to the best care possible.

Policies and procedures underpinned working practices within the home, and this was supported by training and ongoing monitoring. At the core of every process was consideration of equity and accessibility.

People and their relatives were confident they were treated fairly and their rights were fully respected.

The manager, provider and staff exercised a zero tolerance to discrimination. Staff had access to various ways of raising concerns about treatment which discriminates. Staff training, guidance and monitoring meant staff were always reminded of their responsibilities to always ensure inclusivity.

Policies and procedures underpinned working practices within the home, and this was supported by training and ongoing monitoring.

People and their relatives told us they felt at home living at Kingsman House Care Home. For some they were reassured by staff presence and for others they had made firm friends within the home. People told us they were happy and felt they could just concentrate on living their lives.

Staff and managers supported people to live their best lives, in the way they wanted. This included consideration of planning for the future and especially how they wished to spend their final years, months and days.

End of life care planning and advanced decisions were considered. These plans were part of the ongoing development work which was taking place during our assessment. Communication and discussions with people and family members meant plans were developing into a tailored plan for the future.