Kenrick Centre Also known as Delroy Bonnitto

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

A healthcare partner said, “The staff and managers really make sure they take note of any advice. I asked them to check fluid levels on a patient and they wrote down minute details like feeling thirsty or visited toilet. The staff always have a smile and can’t do enough”. People also spoke of the kindness of the staff and managers. One person said, “I wish I could stay in this place. I would be happy to pay more than other homes to get the staff and service they provide here”. The person was due to move due to their rehabilitation period ending. We saw that the registered manager treated external colleagues such as social workers and healthcare professionals with courtesy and respect. One of the managers spoke to a social worker and asked about how they were and if they needed a cup of tea. The Social worker later told us that this was common practice and that the staff and management wanted to work with other professionals in a friendly manner to get the best for the people living at the home.

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.

Care plans were developed with people and their families to be person centred. Peoples care records had details such as previous experiences, fears and hopes in a front page that staff could refer to. Staff knew people well. We observed friendly interactions between staff and people with laughter and jokes. Staff knew what preferences people had and how to keep them safe whilst ensuring people had freedom to do what they wished. Staff treated everyone fairly and without discrimination. We saw a staff member asking a person if they wanted to go for a cigarette after lunch as this was their routine. The person replied, “I know you hate the smell, but you’re a star for putting up with it for me”.

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

People were supported to make choices about how they spent their time and had opportunities to pursue different activities.

These included leisure activities such playing games and going outside. People were supported to take part in normal activities that they used to enjoy but can’t anymore due to health reasons. An example is when a person said, ‘[Name of staff member], sometimes reads the newspaper headlines to me. I used to love buying the newspaper and reading it. Now I can’t because of my sight, but the staff member will read it out loud to me. It makes me feel like I am enjoying something I did for 50 years again”. We saw that people ordered food the evening before from a menu. However, some people changed their mind after seeing a dish they preferred. Staff were responsive to the persons change of choice and ensured that the preferred meal was provided. Staff told us that people often change their minds and that they always try to ensure the preferences are available.

People’s communication needs had been assessed and plans put in place. People had specific communication needs relating to their sight and hearing. We saw staff had received training on how to communicate with people effectively. We observed staff encourage people to use communication skills by kneeling and speaking to people face to face from a position that was comfortable for people. This was within the care plans as an effective tool to ensure the person could communicate in their own way.

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. We observed a person who was upset and wanted to ‘go home’.

The staff member talked to them and asked about if they wanted to go to the balcony and enjoy the fresh air. This distracted the person, and their mood improved.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff were well trained and supported to understand training. We saw that training was often face to face and staff told us they enjoyed engaging with trainers which helped them understand how theory meets practice. Staff reported that managers will often discuss training during supervision sessions and further help staff understand areas such as whistleblowing and safeguarding.

Staff were very positive about the atmosphere at the home. One staff member said, “The other staff and managers are family”. I am passionate about my job and so are the managers at the centre”. Another said, “We all get well supported in everything including our personal problems.”

We saw that staff were supported during difficult times with a very professional and person centred approach to their wellbeing. Even when staff were not performing well, managers encouraged and supported them to become better at their roles without making them feel ‘ashamed and worried’ in the words of 1 staff member. Staff were supported when they made complaints or made whistleblowing allegations.

All staff we spoke to told us the provider and the registered manager were supportive. One person said, “[name of registered manager] is amazing. [they] always give me support when I need it. Whether it’s because I don’t understand some training or if I have personal issues such as childcare, they are always willing to help out and be flexible.” Another said, “This [registered’] manager really cares about staff and takes an interest in what we have to say. I see how staff are well treated and this reflects on the care people living here get.”