Kingsmith Care

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

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 82 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care that reflected their preferences, routines and individual needs. Staff took time to understand what was important to people and adapted support when circumstances changed.

Care plans and reviews included information about people's routines, preferences and desired outcomes. Staff used this information to deliver support in ways that reflected how people wished to live and receive care.

People told us staff listened to them and responded to their preferences. One person said, “Yes, we can" when asked whether visit times could be changed if needed. Another person said staff listened to what was important to them.

Managers reviewed support when changes were identified and remained in contact with people and relatives to ensure care continued to meet individual needs. As a result, people experienced care that reflected their preferences and wishes.

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 experienced coordinated care because staff worked with families, professionals and other providers to maintain continuity when needs changed.

The provider communicated with healthcare professionals, care homes and family members to help ensure people received consistent support. Information was shared when people moved between services or when support arrangements changed.

Relatives told us staff worked with healthcare professionals and other services when people's needs changed. One relative said staff were "actively chasing up for an assessment with the Occupational Therapist (OT) ". Another described staff supporting attendance at healthcare appointments. These arrangements helped ensure support remained coordinated and responsive when circumstances changed.

These arrangements helped maintain continuity of care and reduce disruption when circumstances changed.

The provider demonstrated exceptional commitment to ensuring people received information in ways they could understand and use, removing barriers created by communication difficulties, sensory impairment and cognitive change.

Staff regularly adapted communication methods to meet individual needs. There was evidence of creative, person-specific approaches which enabled people to understand information and remain involved in decisions.

For one person, managers identified that standard printed rotas were inaccessible because of visual impairment. Staff developed alternative arrangements so weekly schedules could be explained verbally and recorded in formats they could read.

For another person, staff adapted telephone communication after learning that the person processed information more effectively when messages were communicated in two separate stages. This approach was implemented specifically to meet the Accessible Information Standard.

For another person, staff used whiteboards, written prompts, tailored communication methods and visual support tools to maximise involvement in daily decisions. Care plans provided detailed guidance on how communication should be adapted around the person’s individual needs.

The impact was that people remained informed, involved and able to understand information despite communication or sensory challenges.

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, relatives and staff were encouraged to provide feedback and were generally listened to, with evidence that concerns, suggestions and preferences influenced care delivery and service development.

Managers gathered feedback through surveys, quality reviews, spot checks, audits, informal conversations, reviews and direct contact with relatives. People described feeling listened to and involved in planning and reviewing their support.

The provider maintained systems for recording compliments, concerns, grievances and feedback. Information was reviewed and informed service development and workforce recognition. Leaders also recorded informal concerns to ensure issues were acknowledged and acted on before they escalated into complaints.

People new to the service reported positive experiences of involvement. People and their relatives consistently stated that they felt listened to, involved in planning their care and comfortable discussing concerns, preferences and future needs.

Minor concerns raised by people and staff were generally addressed promptly and proportionately by the provider.

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

Staff recognised when people required additional support to access healthcare appointments, specialist assessments or information. Referrals were made when needs changed and staff worked with professionals to help ensure people received appropriate support.

For example, staff supported people to access specialist assessments when sensory needs changed and liaised with healthcare professionals to help people obtain appropriate advice and treatment.

These arrangements helped reduce barriers to accessing support and services.

Staff and leaders actively sought information about people's individual circumstances, needs and potential barriers to positive experiences and outcomes. They used this information to tailor care, support and treatment, helping people remain involved in decisions, maintain independence and access opportunities that were important to them

Leaders demonstrated a strong commitment to ensuring people, staff and communities experienced equitable outcomes regardless of disability, communication differences, social circumstances or personal characteristics.

Care planning, communication support, staffing arrangements and community access opportunities demonstrated a consistent effort to tailor support to individual needs. People with sensory loss, communication difficulties, dementia and complex needs received personalised support designed to maximise involvement and independence

External professionals praised the provider’s inclusive approach. A professional described Kingsmith Care’s commitment to employing people with learning disabilities as “exceptional" and reported the organisation actively removed barriers to enable people to succeed.

This led to improved participation, greater inclusion and better outcomes for people who may otherwise have experienced barriers to accessing opportunities and support.

The provider supported people and those important to them to consider future needs and review care arrangements as circumstances changed. Staff discussed potential risks, changing needs and future support options and acted when additional services or assessments were required.

Staff worked with people, families and representatives to review future care needs and identify support that may be required as health or independence changed. Assessments and reviews considered mobility, sensory needs, technology, falls risks and the suitability of current support arrangements. Care plans were updated to reflect changing circumstances and promote continuity of care.

The provider monitored progress and used outcomes from assessments to inform future planning and support arrangements. Relatives described discussions about future support and changing needs.

The provider also supported people during significant changes in circumstances, including transitions to alternative care settings. Records showed staff shared information, reviewed care arrangements and worked with families and receiving services to help ensure continuity of care.

These arrangements demonstrated a proactive approach to reviewing future needs and adapting support when circumstances changed.