Kilfillan House Care Home

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 assessment we rated this key question good. This key question remains rated as 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 received personalised care that was tailored to their individual preferences, routines and changing needs. A staff member said, "Residents are treated with dignity, kindness and respect, and every effort is made to ensure their wishes, choices and preferences are considered."

Care plans contained detailed information about what was important to people, their interests, choices and how they wished to be supported. A person told us, “Staff are aware of my preferences,” while another care plan said, ‘[They] are able to make choices about their daily routine, clothing, meals and activities and should be fully involved in decisions regarding their care.’ We also observed during our assessment staff making reasonable adjustments and adapting support to reflect people's changing needs.

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.

People and relatives described receiving consistent, joined-up care from staff who knew them well and understood their individual needs. A relative said, “I couldn't ask for better care.” Staff feedback highlighted a balanced staff team that enabled continuity of care and helped staff identify and respond promptly to changes in people's health and wellbeing. Care plans and care notes evidenced regular involvement of families and healthcare professionals, with staff working collaboratively alongside GPs, specialist teams and other services to ensure people's changing needs were understood and met. This helped people experience coordinated care and support that reflected their individual circumstances and preferences.

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

Care plans included clear information about people's communication preferences and how staff should support understanding, choice and involvement in decisions. A person said, “Staff are aware of my preferences.” We observed staff taking time to explain information in a clear and appropriate way, checking people's understanding and offering reassurance where needed. Staff used a calm, patient approach and adapted their communication to meet individual needs, including giving people sufficient time to respond and make choices.

Records were maintained securely and there were established systems for the safe management, review and archiving of personal information.

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 and relatives told us they were encouraged to share their views and be involved in decisions about care and support. One person told us, “Staff listen and are very helpful,” while a relative said, “At the moment we are discussing if she needs the cot sides to her bed. I am involved in her care.” Records showed concerns and suggestions were listened to and acted upon, including reviewing arrangements following feedback about dietary choices. This showed the service valued people's views and involved them in decisions that affected their care and wellbeing.

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

The service provided 24-hour nursing and personal care through a stable staff team who knew people well. People said staff responded promptly, with one person stating, “If I call staff they always come very quickly.”

Care plans and risk assessments addressed mobility, communication, sensory and health needs. Staff worked with GPs, dietitians, community nurses and tissue viability services to support timely care and treatment.

Reasonable adjustments, specialist equipment and assistive technology reduced barriers and promoted independence. Assessments and care plans reflected cultural, religious and communication preferences, supporting care that respected individual circumstances and protected characteristics.

Overall, people received care and support in a way that reduced barriers, promoted independence and enabled timely access to healthcare and services.

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.

People experienced equitable access to care and support, with staff making reasonable adjustments to help them maintain independence, wellbeing and choice. One person told us, “If I call staff they always come… very quickly.” Care records showed people received timely support, regular wellbeing checks and personalised equipment to meet their individual needs. For example, specialist drinking equipment was sourced for a person with a neurological condition. Care records also demonstrated people had access to mobility equipment, hearing aids, visual aids and adapted environments, helping to reduce barriers and ensure people could access support on an equal basis 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 and relatives were supported to plan for the future and make informed decisions about their care, with care records demonstrating regular reviews, family involvement and collaborative working with healthcare professionals. A relative reflected on the care provided at the end of their family member’s life, saying, “You made the last few months of their life comfortable and gave them the support and care they needed. We are forever grateful.” Records also evidenced clear communication about changing needs, ongoing discussions about future care and treatment, and involvement of those important to people when planning care. This helped ensure people's wishes and preferences were understood, respected and reflected in the care they received as their needs changed.