Kind Tailored Care Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 making 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.

Health professionals praised the service and said people were at the centre of the provider’s care and effectively allowed people to feel in control of their lives, while holding agreed boundaries. They told the staff and managers had an excellent understanding of how to support people with complex needs at their own pace and in partnership with people and their relatives. They consistently sustained people’s care and support where other providers had struggled to support people. One professional said, “They [staff] have adopted a ‘doing with’ [people] rather than ‘doing for’ role very effectively.” Another professional said, “The management of Kind Taylor care do try and provide high-quality care that's based around this [person] needs and will advocate for that and expect all to do. They instil Person-centred care.”

The registered manager provided many positive examples of how they had worked with people to develop their confidence and explore new opportunities. One person has been supported to achieve a full and meaningful life, having been successfully supported by staff to overcome traumas and previous limitations in their community. For example, they have now overcome barriers and go on holiday and visit attractions in the community.

Staff and managers successfully used their positive behaviour and therapeutic approach and training to help reduce the need for physical intervention or chemical restraint by implementing proactive strategies to support people.

Continuous advocacy and social stories were provided for people transitioning into the service. A dedicated staff team supported people to transition into the service and build relationships with staff based on trust and consistency They were supported to make choices about decorating their home and the handling of their personal belongings.

Each person’s care was adapted and tailored to meet their needs to create an environment for people to reach their potential at their own pace based on people’s wishes and choices. One person said, “Good things living here I have my own freedom to do what I want and eat anything I want. I pick my own food, staff cook it.” They had been supported to build on their fitness and had started to explore shops and cafés. People were supported to purchase personal items and access digital devices to engage with things that were important to them. People’s homes had been decorated and furnished in a way that met their preferences but also their needs.

People’s protected characteristics were acknowledged and celebrated. People had been supported to express their sexuality and are planning to attend festivals that align with their personal beliefs and preferences.

People were supported to maintain a good relationship with their families. Staff supported people to visit their family homes and take part in activities with their families. Relatives were overwhelmingly positive about the service. One relative actively shared their personal experiences and insights on navigating the complexities of the adult social care system while supporting a family member with a learning disability across various social media and literary platforms. Through these media, they acknowledged the exceptional support of Kind Tailored Care,

One relative said, “With help from Kind Tailored care, we took [name of person] on two holidays to a caravan and he loved it. Staff been supportive and made it a success he talks about it and says he wants to go back.” Another relative said “Yes, they [staff] are very good. He is now living his best life, not before, since they looked after him, he is living his best life.”

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.

Staff worked collaboratively with people, their relatives and other key professionals to ensure the service understood people’s needs and adapted their approach as needed such as a result of incidents. Where required, staff were provided with bespoke training tailored to people’s needs. Continuity of care was promoted through consistent staffing arrangements and effective staff training.

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

People’s communication needs were recorded in their support plans. The registered manager understood the importance of accessible information standards and providing people with information in a format that they understood. Staff were aware of people’s individual communication needs. Easy read documents and social stories had been created to help people understand information, upcoming events and activities. People had communication folders, visual timetables and calendars, which assisted people to communicate their wishes and understand their activities for the week. We observed a consistent approach by all staff in the way that they communicated with people such as using short sentences.

Staff member said, “[Person’s name] has quite a specific script that he will use, and it is expected of staff coming to work with him as you learn his scripts as he finds it quite comforting that there is a specific answer to their question. He does know a little bit of sign language, but we do not tend to use this very often.”

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.

Regular meetings were held with people to give them opportunities to discuss changes in their views and raise any concerns.

No complaints had been received. The registered manager explained they are proactive in identifying concerns. Relatives told us they felt confident sharing their views with all staff members and could approach the management team to raise concerns or provide feedback about people’s care. We asked relatives about raising concerns and received comments such as: “I would if needed to, no problems. Not with this company ever, they’re brilliant” and “Yes we do feel comfortable and actively do, we believe better do that than fester, most times its something small, not a big issue, we can get over it. If we have issues, we have good communication, we are listened to and things are done about it.”

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

Staff were aware of people’s health appointments. Staff routinely contacted and liaised with healthcare professionals, forming a good working relationship.

This ensured people received a positive experience when attending their appointments. An on-call system was in place to ensure support was always available in the event of an emergency or when urgent care was needed.

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.

The provider and managers demonstrated a strong culture of challenging inequalities within the service and supported all people and staff without prejudice or judgement. Staff had completed equality and diversity training. Staff, people and relatives did not identify any concerns regarding discrimination.

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.

The registered managers explained that not everyone was ready or able to engage in discussions around planning for the future. However, personalised information about people’s preferences and wishes was being collated on an ongoing basis to inform plans for their future in their best interests but not always documented,

At the time of our assessment, no-one was receiving end of life care. However, we were told staff would work closely with the person, their relatives, and relevant professionals to ensure all their needs were met.