Kind Healthcare Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this

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’s care and treatment were effective by assessing and reviewing their health, care, wellbeing, and communication needs with them.

A pre-assessment process was in place for new people wanting to use the service. The registered manager told us they visited people themselves to carry out the initial assessment, and they liked to include other important people to the service users to help build a bigger picture. When they carried out an initial assessment, they collected background knowledge and included this in the care plans. Care plans were reviewed annually, or as and when needed, such as when there were changes in the care and support required.

One family member told us, “The care plan is updated whenever anything changes, so it’ll be changed a bit and sent to me to sign off and send back. I’ve been involved in the assessment and the plan, I’m happy with it and it reflects [person’s] needs very well.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff told us that they had detailed training and refresher training was in place to ensure that they were up to date with best care and treatment.

Staff worked with people to help achieve the best outcomes for them. Advice and support were sought from professionals who contributed to people’s support in specialist areas such as district nurses.

People who used the service told us that care staff were knowledgeable and kept them informed of any changes. One person told us, “They come in three times a day and do everything that’s needed; they do their duty it’s as set out fully. I haven’t seen the care plan, as I haven’t found it necessary to look, but I know everything is logged and recorded. I’m kept up to date with any changes, and I know they follow the plan.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. We saw people had their needs assessed prior to receiving care.

Timely referrals were made when making appointments for people or seeking expert advice. There was evidence of the provider contacting the GP for support and requesting referrals to other services, such as the falls team.

One family member told us, “[Manager] does really well organising [person’s] medical care; [they] arrange medical appointments and transport. [They] contacted the GP to ask for a dementia specialist reassessment because [person] has deteriorated. [They] keep me informed, so when we have the date, I can arrange to be there and ask [person’s relative] (who don’t live near), if they want to attend.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

People were happy with the choice and control that they received. People were offered meals and a choice of drinks. People felt that care staff took time to speak with them and did not rush.

One person was also being accompanied on walks and visits to the dementia club or other places of interest.

A family member told us, “They also take [person] out, to places of interest and arrange transport. [They are] actually at the Christmas party today, for a group where [they] meet other [people living with dementia]. So [carers] help to keep [them] active.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. There was a clear approach to monitoring the effectiveness of people’s care, treatment and support and action was taken to continuously improve it. This was done by the provider carrying out reviews, attending people's homes regularly to ensure that support was in place, and liaising with the relevant people if there were changes to people's health and care needs.

One family member told us, “They are very aware of changes in [person], they pick up anything that isn’t usual for [person] and act on it, and they let me know.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

We were told consent was obtained through encouragement and negotiation.

One relative told us, “They are considerate - they listen and will gain [person’s] consent before doing anything, but they do encourage and persuade too, to make sure that [person] gets the care that she needs.”

Another relative told us, “They are encouraging and I’ve noticed that they are positive but never have a strong arm approach. It’s negotiating- ‘let’s do this, let’s just change your undergarments. They will do [their] personal care in the afternoon, when [person] is more willing to cooperate. One carer has a way of encouraging [them], making it fun and a giggle, to get the necessary care done.”