Kirby Care 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.

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 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.

People told us they were involved in decisions about their care and support and felt care was delivered in a way that reflected their individual needs and preferences. One person described staff going beyond planned tasks, using their initiative and supporting them in a way that promoted their wellbeing and told us, “She just used her initiative without too much intrusion. I feel really pampered.”

Although care records did now always provide a complete, up to date picture of people’s current needs and preferences, staff demonstrated a person centred approach to care. One staff member told us, “I treat them how I would like someone to look after my mum and dad.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 and their relatives knew how to raise concerns and told us they felt confident their views would be listened to and taken seriously. People spoke positively about their relationships with staff and said they felt able to discuss any issues relating to their care and support.

The provider had a complaints policy in place, which had been shared with people and their relatives, and which set out how concerns and complaints could be raised. The provider told us they had not received any formal complaints and therefore did not maintain a complaints log.

We identified one example where a person had raised concerns about call times, which had not been formally recorded. The provider told us they were reviewing the matter. Whilst there were opportunities to strengthen the recording of concerns and feedback, people told us they felt able to share their views. The provider assured us they would review their processes to ensure concerns and feedback were consistently recorded and monitored.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 and their relatives told us they felt they were treated fairly and that care was delivered in a way that met their individual needs. One person spoke positively about the support they had received to improve their independence and safety, telling us, “I cannot speak highly enough of the carers, they are superb.” They explained a member of staff had recognised they would benefit from an additional grab rail in their shower and had supported them to access further professional input. They told us, “One of the carers said you could do with another grab rail in the shower and got an OT round and it's all sorted. She followed it up.”

The registered manager described how staff supported people to overcome barriers in accessing healthcare and other services. They told us, “Getting appointments can be difficult, especially for people aged 90 and over. We will sit on the phone for them, contact the surgery or pop in ourselves to help get an appointment. We do this a lot for people.” They also explained how staff supported people to access equipment and professional support when required.

Although staff had not completed equality and diversity training, staff we spoke with were able to describe some of the barriers and inequalities people may experience and how they adapted their approach to meet people's individual needs and preferences.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.