K5K Limited t/a Tezlom

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.

Staff treated people with kindness, dignity and respect. People and relatives spoke positively about staff. One relative told us, "I can't praise them enough." There were positive relationships between staff and people using the service.

People were treated individuals and received personalised care. Relatives told us staff understood their culture, language and preferences. Staff demonstrated good knowledge of people's individual needs and routines. The provider sought to match staff who had the skills, language and cultural understanding to meet people’s needs.

People were encouraged to remain independent. Staff respected people's choices, preferences and right to make their own decisions. Staff provided information and guidance to support people to make informed choices, with their wishes remaining central to decision-making. One staff member told us, "I take cues from the person, explain the options available and support them to make their own decision." Care records showed people were supported to maintain their existing skills, routines and independence in line with their preferences and abilities.

The provider listened to and understood people's needs, views and wishes. Staff responded to people's needs in a timely way and acted to minimise any discomfort, concern or distress. Staff understood how to respond to changes in people's wellbeing, including signs of deteriorating health. They were able to describe when they would seek support from healthcare professionals, contact emergency services and report concerns. Records showed timely responses to changes in people's health and wellbeing.

The provider promoted staff wellbeing and supported staff to deliver person-centred care. Staff told us they felt supported by managers and could seek advice when required. Managers maintained regular contact with staff and carried out unannounced spot checks to monitor practice and provide feedback. Staff described managers as approachable and responsive.