Archived: Kind Hearts Care Company Ltd

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 75 (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 decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us they received person-centred care in line with their needs and preferences. Their comments included, “If we need any changes, they are very good at accommodating us”, “The manager comes once a month or so and asks questions and checks that everything is alright and is still what I want” and “[Registered manager] comes out to see me and checks what they [care workers] are doing what they should be and how they can improve things. I’ve had no complaints; it’s a really good service.”

The whole staff team was dedicated to meeting people’s needs and enriching their lives as much as they could. A care worker told us, “I love my job, everyone helps each other. The clients are special to me.”

Care plans were written in a person-centred way which included details about the person and their individual needs and wishes.

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.

People told us they received good care, and their healthcare needs were met and relatives echoed this. There were regular reviews organised to help ensure any changes to people’s needs or wishes was discussed and care adjusted to meet their needs. People and relatives told us, “We have had lots of reviews; they are always checking on things”, “We have [Field supervisor] who reviews care every one to two months because of [family member’s] condition” and “We have had a review recently but [Registered manager] is always updating things if needed.”

People’s care plans described their healthcare needs and how to meet these. For example, if a person was living with a chronic health condition, there were clear instructions for staff to follow, so they could anticipate the person becoming unwell and take appropriate action.

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

People’s communication needs were sought during the pre-admission assessment so information could be made available to them in a format that suited them. People were provided with information about the service, what to expect and relevant contact details if they needed to get in touch at any time they had a query or a concern.

People's care plans detailed their preferences and any aids they needed to support effective communication.

People and relatives told us communication was effective, and they were provided with all the information they needed.

Staff understood the importance of ensuring people had information that met their preferences and in a way they understood.

People were listened to and involved in the planning and delivery of their care. They had the opportunity to discuss any wishes they may have. There were regular care reviews where people could discuss their needs and any changes necessary.

Complaints were listened to and addressed appropriately. People told us they knew how to make a complaint and felt this would be taken seriously. One person told us, “I have never needed to complain about anything, but I would just tell them”, and another said, “We can contact them by email or text if we have an issue, it’s only been minor things, like wet towels and such, we tell them, and it doesn't occur again.”

The provider received compliments from people and relatives, and these were displayed in the office.

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

People told us they had access to the care and support they required and were happy with this. Relatives stated they felt their family members’ needs were met because the staff cared and monitored them closely.

Care plans were regularly reviewed to identify any changes in a person’s care needs so the appropriate support could be found if needed. This included making appropriate referrals to external professionals as needed.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People told us they were consulted in relation to their cultural and spiritual needs.

The provider had an equality and diversity policy in place and was committed to creating a welcoming and inclusive atmosphere for all people and staff, regardless of sexual orientation, gender identity, or gender expression.

People’s care plans indicated they had been consulted in decision making, including whether they preferred to receive care from a male or female care worker. Their care plans reflected people’s physical, mental, emotional and social needs.

The provider and staff ensured people’s wellbeing was taken seriously. The registered manager told us, “A service user goes to a centre a couple of times a week, so we go and get [them] ready and drop [them] off there and pick [them] up at 3. We also take a [person] out for coffee, feed the birds, ducks and geese. We take people to appointments whenever they need it. They call us sometimes to ask to be supported with this. We took a [person] to the theatre recently.” They added, “We do whatever people want us to do. Whenever we can, we cater for it."

People were 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.

People and their relatives were involved in the planning and reviewing of their care including their end of life wishes. Information about people’s wishes in relation to end of life care was basic, but they had the opportunity to discuss these needs during the initial assessment and reviews if they wished to do this.

The registered manager had received training in end of life care, and although most staff had not, the registered manager had provided support for them to learn from them until they could complete relevant training.

The registered manager gave us an example whereby their intervention during a person’s end of life stage had improved their condition and wellbeing. They explained how they demonstrated to family members and staff how to support the person to keep them comfortable and prevent dehydration. The registered manager told us, “After a few days of this happening [Person] got [their] appetite back and started eating and drinking again. I honestly think without our intervention it would have been a very different story."