Kathryn's House

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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they worked in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People received care that was largely person-centred and reflected their individual needs, preferences and choices. Care plans contained information to guide staff on how people wished to be supported, and staff demonstrated a detailed knowledge of people's backgrounds, routines and personalities. We found there was an opportunity to further enhance some care records by including more detailed information about people's life histories, interests, achievements and passions. The manager told us, “I do agree with you that we're not really incorporating life histories and putting them properly into the care plan. That's something that I've picked up.” They told us they had already put plans in place to address this.

Despite this, staff knew people well and were able to describe what was important to them, helping to ensure care was delivered in a personalised and meaningful way that promoted people's wellbeing and quality of life. One member of staff told us, “One lady told me the roast potatoes were too big, so the next week I made her smaller potatoes, and she told me they were perfect, I was very happy.” An external professional told us, “Staff know their residents really well.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Care provision was coordinated to support continuity of care and positive outcomes for people. Care plans and daily records provided staff with information about people's needs and preferences, helping to ensure support was delivered consistently. Effective handovers and communication between staff supported the sharing of important information, and the service worked closely with external health and social care professionals to respond to changes in people's needs. Referrals, appointments and professional recommendations were recorded and acted upon, helping to ensure people experienced joined-up care and smooth transitions between services when required.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with information in a way that met their communication needs and helped them make informed decisions about their care and support. Care records contained information about people's preferred methods of communication, and staff demonstrated an understanding of how to support individuals to access information. We saw a positive example where one person's first language was not English, and key care information had been made available in their preferred language to help ensure they understood the care and support being provided. This helped to promote inclusion, choice and meaningful involvement in decisions about their care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they felt listened to and were able to express their views, which helped to promote choice, control and person-centred care. People were encouraged to share their concerns and be involved in decisions about their care and support. One person told us, “I did have a complaint once, and it was taken seriously.”

The provider sought feedback from people and their relatives through reviews, conversations and day-to-day interactions, helping to ensure care reflected people's wishes and preferences. Care records demonstrated that people had been consulted about their care where possible, and staff spoke confidently about how they involved people in decisions affecting their daily lives. One member of staff told us, “We give them [people] an opportunity to discuss their concerns and we have openness.”

Staff were also encouraged to share their concerns and views and contribute to the development of the service. Regular team meetings, supervision sessions and day-to-day discussions provided opportunities for staff to give feedback, raise concerns and suggest improvements. One member of staff said, “They [staff] are open to learning new things; we act like a team. When everyone wants different things, the team is divided but if we have a problem, we call an emergency meeting.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People had equitable access to care, support and healthcare services that met their individual needs. The provider took account of people's protected characteristics, communication needs, cultural backgrounds and personal preferences when planning and delivering care. Where people required additional support to access information or services, reasonable adjustments were made to help ensure they were not disadvantaged. We saw evidence that external professionals, including GPs, dentists, opticians and other specialist healthcare teams, visited the home when required, helping to ensure people could access the care and treatment they needed in a timely way.

Staff worked with healthcare professionals and other agencies to help people access the assessments, treatment and support they required. This approach helped to promote inclusion and ensure people received care and support on an equal basis with others.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People experienced equitable outcomes because the provider recognised and responded to their individual needs, preferences and circumstances. Care plans reflected people's diverse backgrounds, communication needs, cultural and religious beliefs, helping to ensure support was tailored to achieve the best possible outcomes for each person.

Staff worked closely with people, their relatives and external professionals to identify and address any barriers to good health and wellbeing. Where people's needs changed, care and support were adapted accordingly. The manager told us, “I think just having those person-centred assessments, and then understanding the residents' needs, because they're all going to be different and have different experiences.” This helped to ensure people had opportunities to achieve positive outcomes and experience a quality of life that was important to them.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

There was an opportunity to develop future planning further by capturing more detailed information about people’s wider preferences, goals, wishes and priorities for their future care and support. We discussed this with the management team, who recognised the benefits of a more holistic approach to future planning. Despite this, staff understood people’s needs well and care was delivered in line with the information available.

However, planning for the future was considered as part of people’s care and support arrangements. Records included important information relating to people’s wishes for future care, including decisions about resuscitation and hospital admissions where these had been discussed and agreed.