Kitwood House Care Residence Also known as 1-11337159380

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 we did not assess all quality statements to change the rating.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Person-centred care 2 The provider did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs. Where a person preferred a certain gender of staff to provide support with personal care, this was not always respected. One relative told us they had requested only female staff to provide support, however, they were told this wasn’t always possible due to staffing levels. Some people’s likes and dislikes had not been recorded for staff to be aware of when providing care. For people who had difficulties in communicating verbally, their care plans sometimes lacked essential details on how to effectively communicate with them to meet their needs. For example, one person’s care plan advised staff to see, ‘non-verbal cues’ however, there was no information as to what these were. The language used within some care plans and incident records was not always appropriate or person-centred. For example, one person’s incident record stated, ‘they were in a bad mood’, another person’s stated, ‘no-one paying attention to [person] so getting angry’. This type of language did not demonstrate a positive person-centred culture was always promoted. We saw people were spoken to kindly and treated with respect. An external health professional told us, “Staff treat the residents with care and respect.” The provider publishes a monthly newsletter on their website to update on events and developments within their care homes. One relative told us, “The home makes good use of social media so she can see what activities are going on ‘there is always something going on, I can see what is happening and talk to him about it when I visit.”

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.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. There were records of relative’s meetings however, when concerns were raised there was not always evidence of any actions being taken. For example, relatives raised concerns regarding people not being assisted with meals and the lack of interactions from staff at mealtimes. There was no evidence this was followed up. People and staff had mixed opinions on whether concerns reported to the management team were acted upon. One relative told us, “When we have had issues it has been dealt with really well, they let me know what they are doing to address it and then updated me.” However, another relative told us, “I have raised it (the concern), but it keeps happening.” The provider had implemented cue cards to enable them to gain feedback from people who did not communicate well verbally however, these were not always utilised frequently or effectively. This made it difficult for people who required an alternative method of communicating to raise concerns and share feedback. The provider runs a family forum group which allowed relatives to share how they were feeling and to speak with other relatives on their experiences. It enabled relatives to reflect on their own feelings.

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.

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

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.