Kingswood House

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 requires improvement. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Feedback received from people and their relatives regarding staff was mainly positive. Relatives told us, “The staff appear kind and caring” and “Staff seem to know [relative] really well, they have taken time to get to know 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. The provider had introduced an improved staff rota that ensured people had more time with a consistent staff team. This supported people’s choices around day to day activities and outings from the service.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. Although improvements were made at the service, some feedback from people and relatives was mixed in relation to people’s individual needs. One person told us they could not always change the channel on their TV as staff had the remote control. Relatives told us the service was improving in this area. A relative told us “Previously we were not informed about our relative needing a hospital visit, but now everything has improved. They needed an appointment recently and we were told right away.”

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. Staff demonstrated they understood the needs of the people they supported well. Staff received ongoing training including training and support to adapt to people’s changing needs. Records evidenced that where people’s needs had changed unexpectedly, the service had contacted and liaised with health and social care partners appropriately.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Feedback from staff about the support they received at work was positive. Staff told us a permanent management team was now in place at the service, and this had been a positive development. Staff told us, “For consistency its good we have a manager and deputy in place, it helps organise and drive the team forward” and “I feel listened to and supported, managers are approachable.”