Kenneth House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence the provider involved people and treated them with compassion, kindness,dignityand respect.

At our last assessment we rated this key questiongood. At thisassessmentthe rating hasremainedgood.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.For example,one person told us,“Ifeelsafe andI amtreated with kindness by staff.”People appeared relaxed and comfortable, and staff interacted with people in a calm and reassuring manner, particularly when supporting someone who became distressed by unfamiliar visitors.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.For example, people told us they were involved in choosing décor and furniture for the home, including recently selecting new garden furniture. One family member told us, “[Relative]is treated as an individual and the staff team always show respect and dignity.” Staff understood how best to communicate with people and used methodsappropriate totheir needs, such as pictures,signsand symbols. Anotherfamily membersaid, “The staff team know[relative]so very well.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. For example, people had choice and control by independently planning and funding their own holiday, including selecting the destination, transport, budget, and activities. One person told us, “I enjoyed planning my own holiday and will be doing it again soon.”

The provider listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment andtook action to minimiseany discomfort, concern, or distress. For example, staffdemonstratedawareness of how individuals respondedto unfamiliar situations and adjusted theirapproach,accordingly, including minimising the length of the visit whereappropriate toreduce distress.Prior to visitorscoming to the home theregisteredmanager prepared visual guide to allow people tofamiliarise.

The provider cared about and promoted the wellbeing of their staff and supported and enabled them to deliver person-centred care. For example, there were systems in place for staff to reflect on their work through individual supervision and regular team meetings. Staff told us they felt supported by the management team and gave examples of how they were enabled to work flexibly whenrequired.Staff spoke positively about their working environment. One member of staff said, “We are a lovely supportive caring team, and it’s a positive place to work.” Another told us, “We’rea very happystaff team, we work closely.It’sa good place to work, a good organisation, they listen to us.”