Kensington Hall

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. At this assessment the rating has remained 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 were encouraged and supported to make decisions about their support. Support plans reflected people’s needs and preferences, and daily notes reflected staff had supported them in accordance with their wishes. People were supported and encouraged to have a voice in their support delivery.

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 were supported to access health and social care professionals when needed. Any advice or guidance was recorded in people’s care plans and was understood and followed by staff. A professional told us, “Staff have been supportive, and proactive with recommendations we've given them.” People had communication plans and hospital passports to ensure information could be passed effectively between services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about the service was available in easy read and pictorial formats. Staff communicated with people in the most appropriate way for that person. Staff were able to communicate effectively because they knew people well and they recognised ways of communicating that were unique to the person..

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 were involved in care reviews. People had meetings to discuss what happened in the home and explore new things they would like to try. The provider also gathered feedback from satisfaction surveys and acted on any feedback given.

The home had a process for formal complaints but had not received any. A relative told us, “I am always informed if there is a need to change the care plan and they listen to my opinion; we discuss the change and agree what action to take and how best to make the amendment. They are always quick to respond to any changes."

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to access treatment when needed, and families were informed and involved when appropriate.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The management team ensured peoples’ social and healthcare needs were fully considered and met.

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. Staff asked people about their future wishes but respected when they did not want to have these discussions. Staff had training on how to support people with end of life care. After a bereavement in the home, staff offered people emotional support and hosted a tea party to celebrate and remember the person’s life.