Kind Healthcare Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated good.

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

This service scored 80 (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 was exceptional at treating people with kindness, empathy and compassion and

in how they respected people’s privacy and dignity.

Staff made sure that people received compassionate support and took the time to get to know them, including having enough time to enable them to understand people’s care and support needs, wishes and choices.

Staff promoted people's dignity and told us they do this by “ensuring blinds are closed when doing personal care and covering them with a towel if they have a strip wash.”

People who we spoke to described the staff as kind and compassionate with genuine care for those being looked after.

One relative told us, “I can’t praise [carers] enough, [they] are so kind and considerate and understanding of [person] and [their] condition. They all are – they do more than just keeping [person] fed and clean, they care.”

Another relative told us, “They’re gentle and understanding with [person], they know [them] and they care for [them]. I mean that they have people who care. So much so, that I feel like they’re an extension of me, when I’m not there. They don’t just do the bare minimum and go.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People’s care plans contained information about the person and their likes and dislikes for staff to be able to tailor people’s support to their needs, wishes and preferences. Care plans documented how each person liked their support to be given and what they could do for themselves to maintain their independence.

People’s relatives told us that those receiving support were treated as individuals. One relative told us, “They see [person] as an individual, they know [them] and they know how to care for [them].”

When we asked staff how they support people’s individual needs and preferences, one staff member told us, “I take into account each person’s routines, preferences, and cultural needs, such as meals or religious practices.”

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

People’s communication needs were consistently met to enable them to engage in their care, treatment and support to maximise their experience and outcomes. Care staff offered people a choice of meals and did so by showing them options.

People told us staff tried to encourage choice and independence. One person told us, “[Person] is housebound now, as [they're] not as mobile, but I know they encourage [person] to do what [they] can and they do give choices. [Person] doesn’t get in the shower now, as [they] can’t, but [they] have a strip wash. If [they] don’t want to wash, [care staff] offer again later on. [Care staff] help [person] get dressed and [they] choose a nice dress – I went shopping and bought [them] new things as [they’d] lost weight. They initiated that, and asked me about it, so [person] could look nice.”

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.

Staff were alert to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. They found out how to respond in the most appropriate way to respect people’s wishes, needs and preferences.

People we spoke to described flexibility in the service, saying that one member of staff would stay on, or come back earlier if needed. One relative told us, “They’re very good at being flexible, so if [person’s] needs have changed and [they] need more personal care, [carers] rearrange the visits and break the time allowed up differently over the four visits.

If they notice that [person] isn’t well – for example [they] had [their] Covid vaccine and was tired and hot, they’ll let me know. The doctor was called out, and they kept a closer eye.”

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

Staff described managers as approachable and supportive, with regular supervision, open communication and access to training. They felt valued and able to raise concerns without fear.

Staff felt supported by the registered manager and the leadership team. Staff told us they spoke with management regularly and were encouraged to share their views. Managers explored the well-being of staff informally and formally in supervision meetings. One staff member told us, “Yes, we are encouraged to share views, and I feel listened to and valued here.”