Kenilworth Manor

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 inspection we rated this key question good. At this inspection the rating has remained

good. 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People told us staff knew them well and delivered care in a way that suited them. People had been involved in their care plans, and these were adjusted regularly as their needs changed.

The provider had received numerous compliments and thank you cards about the care provided and both people and their relatives described the atmosphere in the home positively. One person told us, “There is a very good atmosphere in the home.” Another person said, “I’m very happy here, there is a happy atmosphere.”

Staff understood the importance of providing care that reflected people’s personal routines and preferences. We observed staff adjusting their approach, to suit the needs of the person they were addressing.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider ensured that referrals to other services, such as speech and language therapy or dietitians were made when needed. Where people had received care and support from other healthcare professionals, their recommendations were recorded in people’s care records and used to enhance information available to staff.

Where possible people were able to maintain continuity of care through their preferred GP practice, dentist and optician. Relatives who wanted to retain a role in caring for their family member at Kenilworth Manor were enabled and encouraged to do so.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were understood and appropriate communication strategies introduced to enable people to engage in decisions about their care and support. We observed, and was encouraged to use these strategies, to effectively engage with people. One staff member described how they used physical as well as verbal prompts to promote communication with people. This staff member went on to say, “We have a person who uses an iPad, and I make sure I set up the room so they can talk to everybody. I am in pink, so I am visible."

An activity timetable was shared with people weekly, so they could make decisions about what they would like to do and emailed to relatives so they could plan visits. One relative told us, “Communication is good. They share information and newsletters but also go round to verbally inform people what is happening. It works well.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People told us they had a range of opportunities to raise concerns and felt assured that their views were listed to. People told us they knew the registered manager well and that she was present in the home. One person said, “I know who the manager is, she is approachable and every member of staff care.” Another person said, “I know who the manager is, she listens to me and comes into my room to see me.”

The complaints procedure was available to people and their visitors in the entrance to the home. One staff member told us how they would support and signpost people to the procedure if they expressed any complaints about care provision in the home.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The environment had been adapted to enable people to move around safely. Some people had specialist chairs, so they were able to sit comfortably when out of bed. The service had a range of equipment to move people safely and staff were trained in how to use this. One person told us, “I am hoisted, put into my chair and taken downstairs. I feel safe when this is done.”

Care plans provided staff with information of people’s needs and any potential barriers they might experience in receiving care. Staff were seen arranging the layout of furniture to suit people’s needs.

Where possible, action was taken to remove any barriers to equity in access to other services. A staff member who had received extra levels of training in moving and transferring people safely told us they generally supported people to dental appointments to safely facilitate the transfer into the dentist’s chair.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We saw staff effectively using communication boards, both paper and electronic, to listen to people who were no longer able to communicate verbally. This ensured all people living in the home had opportunity to be involved in making decisions about their care

Staff thought about where people sat in a communal lounge to give them greater opportunity to participate in activities and communicate with others.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s records reflected that end of life care had been considered and discussed, and people’s choices recorded so that their wishes could be respected. Staff reflected compassion and empathy when discussing end of life care. When we asked 1 staff member what was important to people in their final days, they responded, “To have people around you who have a rapport with you, who are kind and caring and who are making sure it is gentle, quiet and peaceful.” Another staff member told us, “People walk in through the front door and they go out of the front door. It is done respectfully and with dignity. The staff all line up by the front door and we respect them as they leave.” One person told us following a death, “There is a real feeling of communal loss and that someone will be missed.”

A relative, who’s family member had recently passed away at the home, told us, “The staff were all brilliant. They looked after her and us. I couldn’t fault them at all.”