Kenneth 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 the provider met people’s needs.

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

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 ensured people were at the centre of their care and treatment choices and worked in partnership with them to respond to changes in their needs.For example, care plans were reviewed and updated when people’s needs, preferences, or circumstances changed, ensuring support remained personalised and relevant.The environment was adapted in response to people’s wishes.Plans were in place to improve the garden area following feedback from people.

Staffdemonstrateda good understanding of how individuals communicated and responded to unfamiliar situations, adjusting their approach to ensure people felt reassured, listened to, and well supported.

The provider understood people’s different health and care needs, which ensured care was well coordinated,flexibleand supported people’s choices and continuity. For example, there was an effective handover system in place so staff had up-to-date information and could provide consistent care. When people returned from hospital, their needs were reviewed promptly andcare plansupdated.Records showed people were supported to attend appointments with health professionals when needed, such as GPs,dentistsandhospital services. People had an advocate available if they required support to make decisions about their care, ensuring their views were represented.

The provider suppliedappropriate,accurateand up-to-date information in formats tailored to people’s individual needs. For example, easy read materials and visual aids were available throughout the home and wereobservedin use. We saw examples of these being used to support people to understand information and prepare them for our visit, helping to reduce anxiety and ensure people felt comfortable and informed.

The provider made it easy for people, theirrelativesand staff to share feedback, raise concerns and contribute ideas about care and support. People were involved in decisions about their care and were kept informed about changes madeas a result oftheir feedback. For example, regular meetings were held with people where they were encouraged to share their views and suggest changes to improve the service.Staff felt confident to speak up and told us they were listened to. One member of staff said, “Yes, we have regular meetings where we can air our opinions. Theylisten;that’sthe main thing.” Anotherstaff membertold us, “The organisation makes it very easy for us to speak up, there’s always someone to reach out to.”Family membersspoke positively about their involvement. One family member said, “I feel very valued, I know I can speak to any of the staff and I am listened to.”

The provider ensured people were able to access the care,supportand treatment they needed ina timelyway. For example, records showed people attended regular healthcare appointments, including dentists,opticiansand chiropody services, and received annual health reviews. Staff supported people to access these services promptly, which helped to promote their health and wellbeing.

Familiesconfirmed this support. One family member said, “The team will always look to support[relative]to access services in the community such as the barber and chiropodist. They support them to go to the GP surgery and the dentist.” Staff highlighted how people were supported to access a range of specialist services, with one member of staff tellingus, “We have support from physios andoccupational therapists too as well as social workers.”

Staff and leaders actively listened to people who may be at risk of unequal experiences or outcomes and adapted care and support to meet individual needs.For example,peoplewith sensory sensitivities or anxiety were supported in ways that reflected their needs.Staff adapted routines, environments, and their approach to reduce distress, including adjusting visit lengths or using alternative spaces during unfamiliar situations. The environment was adapted following feedback from people to improve access and enjoyment for everyone, including changes to shared spaces to support physical, sensory, and emotional needs.

People were supported to plan for important life changes, so they had time to make informed decisions about their future. For example, whereappropriate, people had plans in place that reflected their wishes, including arrangements discussed with those important to them.Staff worked proactively with people as their needs changed, ensuring these were regularly reviewed and future options were considered to support safe andappropriate care. This included planning ahead for potential changes in health or mobility, with alternative living arrangements explored where needed to ensure continuity and minimise disruption.People were supported to plan positively for greater independence. Staff worked with individuals to develop their skills and confidence, with clear pathwaysidentifiedto help them move towards more independent living whereappropriate.