Kilfillan 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.

At our last assessment we rated this key question good. This key question remains rated as 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 confirmed staff respected their privacy and dignity, including by knocking before entering bedrooms and supporting personal care discreetly. We observed warm, caring and respectful interactions throughout the assessment, with staff providing support sensitively during activities, transfers and mealtimes. Feedback from relatives and staff consistently reflected a caring culture where people were treated with dignity, kindness and respect.

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.

A relative said "Staff take the time to get to know residents as individuals, understanding not only their care needs but also their personal histories, interests, routines and what is important to them." Care plans reflected individual's histories, routines, interests and choices.

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

Staff took highly personalised approaches to overcoming barriers associated with complex health conditions and disabilities and worked creatively to maximise independence.

For example, staff sourced specialist drinking equipment to support a person living with a neurological condition to remain independent when eating and drinking. They also introduced voice-activated technology, smart lighting and a voice-controlled call bell system for another person with complex disabilities. These tailored interventions enabled people to exercise greater control over their environment, daily routines and personal preferences, supporting them to live as independently as possible.

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 informed us staff responded promptly when support was needed. A person said, "If I call staff they always come… very quickly." We observed staff responding quickly to requests for help and providing reassurance when required. Care records showed staff monitored people's wellbeing and acted promptly when needs changed

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

Staff described a positive workplace culture where they felt valued and able to raise concerns. Staff said, "We have meetings where we can raise any concerns." Staff also reported receiving regular training, development opportunities and support from managers.