Kenilworth Manor

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 that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question good. At this inspection the rating has remained good. 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.

People told us staff were kind and caring and always maintained their privacy. People shared comments such as, “When they administer my personal care it is private, and they are respectful.” Another person told us, “They speak to me when they are assisting me, and they make sure that it’s all private.” A third person said, “The staff are more than caring they are excellent. They would do anything for you.”

Relatives consistently described the staff as caring and 1 relative said, “It’s just all about the staff. They are amazing. They know [name] incredibly well. They make time to care. They know all about her, and even our stories, and she knows all about theirs. It’s like a family.”

Staff from all departments of the home, including kitchen and domestic staff were encouraged to get to know people and were involved in caring for them. One member of staff from the domestic team told us, “We all try and help each other out. Residents come first. If that’s what they need then that’s what we do. The registered manager encourages us to work like that.”

We asked 1 staff member what qualities staff needed to demonstrate a caring approach. This staff member responded, “Empathy is important, kindness and diversity. Respect is massively important to me and communication and listening. It is important we listen to residents, and that they are heard.” We saw these qualities demonstrated by staff during our inspection and people enjoying their company.

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.

Staff responses to people were reflective of people’s individuality. We saw staff continually using people’s names in conversations and acknowledging people as they moved around the home. One staff member told us, “Sometimes people can just see the condition but here you have time to get to know the residents." Another staff member told us how they enjoyed supporting people’s personal preferences around their appearance and commented, “Nothing gives me more pleasure than putting someone’s make up on for them and putting a curl back in their hair."

People’s spiritual and religious needs were explored and met. One staff member told us, “Representatives from all the churches in the local town come in. We have a church service once a month which can be for anybody. I work out what people’s needs are spiritually, so they are covered."

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us that they were encouraged to be as independent as possible, and that staff provided additional assistance where required. Care records reflected people’s abilities and promoted choice and independence. For example, we observed a staff member provide a person with a drink. The staff member explained they had half-filled the glass, so it was not too heavy, and the person was able to continue drinking independently.

People told us there was a wide range of activities to keep them interested, motivated and socially stimulated. One person told us there was an activity plan, “Which I pick up with real anticipation.” A relative told us how the activities were planned and adjusted to ensure that everyone could participate.

During our inspection people enjoyed a crossword, quiz and entertainment by an opera singer in the afternoon. The person facilitating the quiz new people well. They used the questions as an opportunity to introduce discussions about people’s individual histories, interests and achievements. One person told us, “One of the particular gifts of the activity organiser is nobody is left out, whatever their level of capacity.” Other planned activities included exercises, boules, a party and a visiting pantomime.

People’s rooms were personalised to their own tastes and people were encouraged to make choices throughout the day. People were able to spend time with others who were important to them, and staff supported those relationships. One person told us, “One of the pluses is that visitors are always made to feel welcome and offered a cup of tea or coffee.” We saw this reflected on the day of our inspection. Visitors were invited to join their family members for lunch during which there was a convivial and social atmosphere. Links to the local community were maintained with one person commenting, “The fete on Saturday was an example of the community being drawn in here.”

The provider 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.

People told us staff were available to assist them when they needed support. One person told us, “I have never had to use my call bell, I think that there is enough staff around.”

People’s needs were recognised by staff. For example, we observed a member of staff walk past a bedroom and recognised the person was not positioned comfortably in their bed. The staff member immediately went to the person and asked their permission to help them into a safer and more comfortable position.

The provider had arranged for lunch to be served over 2 sittings, which increased the availability of support available, for those who needed assistance to eat their meal.

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

The registered manager knew all the staff team well and staff told us they felt supported by their managers and safe to raise concerns. One staff member described their experience when they first started working at the home and told us, “The manager and the team were so kind. I cannot fault them.”

There was a sense of unity across the staff team and staff supported each other to deliver good care.

We saw information on a staff board encouraging staff to stop at the end of their shift, reflect on how their day had been and seek support from a leader if there was anything they wanted to discuss or needed support with.