Kairos Community Trust

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

At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

Clients told us the staff consistently treated them with kindness, compassion and respected their privacy and dignity.

All clients were very positive when talking about the staff and the care they had received. They told us they felt safe, listened to and that staff were patient and supportive. Comments we received included ‘I don’t know where I would be without them, has given me a new lease of life and I don’t think I would be where I am today without them’, ‘I cannot fault the service at all; the staff were fantastic. I had never been in a treatment facility before, and I never knew what to expect but I felt safe’. ‘It was an experience that I will never forget. I say this to everyone the service truly saved my life.’

The service had a strong, visible person-centred culture. Staff were empathetic to the needs of the clients, particularly sensitive to times when people needed caring and compassionate support.

Clients told us that staff were compassionate and empathetic and supported them holistically with each step of the programme. They described staff and peers being ‘like a family’.

Staff supported clients to understand and manage their care, treatment or condition. For example, all clients told us the recovery programme only worked if they were prepared to attend groups, peer support meetings, counselling and how staff encouraged them to speak up and be themselves.

Staff we spoke to were highly motivated and offered exceptionally compassionate care and support. Staff cared for individuals and each other in a way that exceeded expectations. Staff treated each client as an individual. We also observed that when clients required additional external services such as support with family court proceedings staff went above and beyond to support the individual. Staff were dedicated to achieving the best outcomes for the people that used their services.

The service ensured that staff focused on building and maintaining open and honest relationships with people and their families; clients who had completed the programme told us they were supported to rebuild and maintain relationships with their families. Families were involved as part of the programme, and the team facilitated family therapy input to help support engagement and wellbeing. For example, one client told us with the support from Kairos they had reengaged with all their children.

Following discharge, clients were able to keep in touch and visit the service. This allowed clients to keep in contact, continue fellowship and stay in contact with staff and therapists this helped them to continue their recovery journey.

There was a strong, visible person-centred culture. Staff were highly motivated and inspired to offer care that was kind, compassionate and promoted client’s dignity. Staff spent time explaining things to clients and ensuring they had the information they needed to understand the treatment offered and how to remain safe and well. Client’s individual preferences and needs were always reflected in how care was delivered. For example, staff involved clients in care planning and risk assessment and actively sought their feedback on the quality of care provided. Clients said they could also access other services for support with addictions to drugs, alcohol and gambling.

Clients were active partners in their care and the running of their community. Clients were involved in deciding the day to day running of the premises and were responsible for maintaining in house rules outside of staff core hours. Staff displayed a range of information for clients around the service about other organisations and supported clients to access other support such as housing and benefits when needed.

Staff understood the individual needs of clients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards clients without fear of the consequences.

Staff maintained the confidentiality of information about clients.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds.

Clients were treated as individuals. Each person had a care and support plan designed around their needs. These were regularly reviewed and monitored with the individual. Clients told us the staff had a good understanding of their personal history, preferences, and what mattered to them as an individual. For example, a client told us, ‘They made me so comfortable and safe so that I could tell my story to the group’ and ‘You had to put your trust in the staff and the peers. It’s a really safe space to be in’.

The service was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service promoted people’s independence, so people had choice and control over their own care, treatment and wellbeing. All clients told us they felt they were involved and in control of decisions around their care, for example a client reported that their therapist had supported them to undertake a letter-burning ritual to address their past trauma.

The service was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Clients’ individual needs were recognised and met without judgement or discrimination. Clients consistently reported positive, supportive interactions with staff.

The service did not accept clients with severe presentations or mobility difficulties. New referrals were screened to ensure they could be safely supported, and unsuitable referrals were signposted to alternative services. The service could respond to people’s immediate needs. Staff were available and on site during the day and had a clear out-of-hour system in place.

Clients told us they felt supported and if they had any immediate needs staff were available to support them. Comments we received included ‘If you want anything staff are there’.

Clients told us they were supported with their emotional needs. They told us staff were calm and reassuring. They told us conversations were based on truthfulness and honesty. One client spoke about how a staff member had supported them with their anxiety when moving into the service.

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff said they felt respected, supported and valued. They told us the team worked well together.

Staff told us leaders valued them. They referred to the leadership team as having an ‘open door policy’. Staff said that all leaders were approachable, and they felt ‘valued’ and ‘listened to’.

Staff said they felt positive and proud about working for the provider and their team.