Komplex Community Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Relatives were positive about the staff team who supported their loved ones. A relative said, “Fantastic caring care team at the house and the one thing made everything so successful is due to the staff keeping us so well informed.” Another relative told us, “We are delighted with the care. Staff are caring and dedicated and have an understanding of [person’s] traumas and fears.” We observed staff interacting in a very kind and respectful manner with a person who visited the offices during our visit. It was apparent the person knew staff well and responded positively with them.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People received care and support that was personal to them. People’s relatives spoke positively about the staff team and told us staff knew them well and respected their wishes. People’s individual needs and preferences were understood and detailed in their individual care plans. Staff demonstrated their understanding of the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support. Staff told us how they supported people who experienced difficulties in expressing their needs and wishes verbally.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to be as independent as possible and to participate and enjoy the things they wanted to do. A relative told us, “[Name of person] is never in. For example, they go to a local farm, a disco once a week to mix with other people and recently went to Blackpool.” Another relative said, “Until recently taking [name of person] out was quite a challenge, but recently staff have been able to encourage them to go grocery shopping. They enjoy being out in the car.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People benefitted from their own staff team who understood their needs and anxieties even where a person was unable to communicate verbally. A relative said, “Staff are very good at talking them down if they get aggressive and removing them from the situation. We have witnessed this during one of our visits.” A member of staff told us, “Each person has a communication plan which helps ensure that all staff interact with the person in a consistent, respectful, and effective way, promoting their independence, reducing frustration, and making sure their voice is heard in all aspects of their care.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were positive about the support they received. A member of staff told us, “I feel supported in my role through regular supervision, training opportunities, and access to guidance from experienced colleagues and managers. This enables me to provide high-quality support to the individuals I care for, addressing their needs and promoting their well-being effectively.”