KB4Care Limited

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 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 71 (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. Care plans were person-centred and reflected people's personal preferences about care and support. Members of staff confirmed they knew how to deliver person-centred care and how they involved people in developing their person-centred support. One member of staff said, "[Person-centred care] is focusing on individual's needs, preferences and choices to provide care which suits them personally. [I provide person-centred care] by listening to people's wishes, respecting their choices and tailoring support to meet their unique needs. [I involve people in developing their person-centred care and support] by discussing their preferences and goals and encouraging their input in planning care. This is recorded in the care plans."

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. There was evidence of good communication with local social care teams about people’s care packages and identification of people's support needs. There was clear communication with community nursing teams about people’s care needs and information was shared appropriately.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. People were provided with a handbook which contained key information about the care provider, expectations of care delivery and how to contact key people. The provider had a statement of rights and service charter in place.

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. The provider actively encouraged feedback about the service through a range of different routes. The registered manager visited people in their homes to listen to their experiences of care and support and people were given the opportunity to leave feedback about the provider on the carehome.co.uk website. One person told us about how the provider listened to them, “I do have a care plan and it is left in a file here. [Members of staff] listen to what I want and try to do it that way. They adjust if I need something different. I feel they respond quickly if something changes.”

The provider made sure people could access the care, support and treatment they needed when they needed it. People were supported to receive care at times appropriate for their needs. Care plans and key information was available to people and shared as required. A member of staff told us, "[I ensure people have equitable access to support] by accepting people as they are. Everyone has different needs."

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's care and support was tailored to their specific needs. People and their relatives did not report any concerns in relation to any experience of discrimination and inequality from the service. A member of staff told us how they supported people to accessing information about their local community, "We tell them what’s happening in their communities and bring people local newspapers. [We encourage people] to listen to local radio stations and we take people to parks and community libraries."

People were not always 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. We saw evidence of people’s ReSPECT forms recorded in their care plans. Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) forms are a document created through a process involving a person, their family, and healthcare professionals to record personalised recommendations for emergency care. If a person becomes unable to make decisions for themselves in an emergency, their preferences for care and treatment, including whether to attempt Cardiopulmonary Resuscitation (CPR), are known and respected by clinicians. Whilst there were not any people supported on end-of-life care pathways, we had a conversation with the registered manager about having sensitive conversations with people about their choices and wishes in the event of any sudden deterioration in their health. This would mean the provider and members of staff had a plan in place to provide end of life care in accordance with people’s wishes.