Kexborough House Care Home

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 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 70 (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. We observed positive and meaningful interactions between staff and people living at the service. Care staff knew people’s preferences. One relative told us, “All the staff here are good, and everyone being looked after seems happy. Everything they do is special, they are so caring."

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. People were able to decorate their rooms according to personal choice. Staff at the service knew people well and were observed tailoring their support to meet each person’s needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There was equipment in place for people to help maintain their independence. People were involved in decision making on a day-to-day basis and could request personal care and support to suit their own preferences. One staff member told us how they had supported a person to the play Bingo in the local community and how this had a positive impact on the person’s well-being. For people who were not able to access the shops, a staff member had put together items which people could purchase. This included personal care items, sweets and toiletries.

The provider did not always listen to and understand people’s needs or respond to people’s needs in the moment to minimise any discomfort, concern or distress. We received mixed feedback and reviewed conflicting information in relation to the service’s ability to respond to immediate need. We asked the provider to consider additional health professional involvement and more detailed guidance for staff on supporting one person who was experiencing high levels of pain. However, other people at the service told us staff were responsive to people’s needs. One person said, “I press the buzzer, and somebody comes along quite quick. I can have accidents, but staff tell me it’s okay. There’s enough staff to help me when I need it, and they always give me my tablets on time."

The provider cared about and promoted the wellbeing of their staff and supported staff to always deliver person-centred care. Staff were positive about the support they received from the registered manager. Staff told us the team morale was positive, and the registered manager listened and responded to any concerns. Staff received regular supervisions and team meetings which staff told us were impactful in promoting their well-being at work.