Kairos Care Services Ltd

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.This is the first assessment for this newly registered service. This key question has been rated good.

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. Care was planned and delivered in accordance with a person’s assessed needs, preferences and desired outcomes. Staff demonstrated a good understanding of people’s individual circumstances and provided support that reflected their changing needs. Records showed people were involved in decisions about their care and were encouraged to maintain their independence where possible. Care plans contained clear information about people’s strengths and abilities, with guidance for staff on promoting and supporting their independence in everyday activities.

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. The service provided consistent care through a regular staff team, promoting continuity and helping build positive relationships with people. Staff knew people well, understood their routines, preferences and support needs. This supported timely responses to changing needs, and helped people receive consistent, person-centred care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records included information about a person’s hearing condition and communication needs. Staff recognised a person’s enjoyment of reading and watching television in their first language. Care documentation described how staff should communicate to help a person receive and understand information effectively.

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 were encouraged to share their views and take an active role in decisions about their care and support. Staff listened to people’s preferences, respected their choices and adapted care to reflect what was important to them. Regular reviews provided an opportunity for people to discuss their care and any changes they wanted.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Care was planned around people’s health, communication needs and personal preferences, helping remove barriers to accessing services. Staff supported people to attend healthcare appointments and worked with other professionals when needed. This promoted equitable access to healthcare and helped people receive timely support to achieve positive outcomes.

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. Policies on equality and diversity were up to date and available to staff. Staff had received training on the Equality Act and Human Rights legislation. Staff we spoke to were knowledgeable on how they should ensure people could receive the same quality of care from the service. One staff member told us, “We make sure everyone receives a high quality of care that is person centred to their individual needs. Care is regularly monitored through audits and feedback.”

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. The service understood how to discuss, record and review people’s wishes for future and end of life care. At the time of the assessment, people had not expressed any end of life wishes. Staff respected these decisions and recognised the importance of re-visiting the conversation if people’s preferences changed.