Kingfield Mews

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.

The provider consistently treated people with kindness, empathy and compassion, while respecting their privacy and dignity. Staff also treated colleagues from partner organisations with kindness and respect. Interactions between staff and people were warm, friendly and meaningful. People appeared relaxed in the presence of staff, often laughing and joking with them, and staff took time to listen to and understand them. One relative said, "[Relative] seems happy there. Oh yes they're [staff] always kind, kind and very patient."

During the inspection, we observed positive interactions throughout the home. Staff had developed strong relationships with people and demonstrated genuine care in the way they communicated with and supported them. People received support from staff who were kind, patient and respectful. Staff engaged people in conversation, remained attentive to their wellbeing and addressed them by their preferred names. People were comfortable and at ease in the company of staff, which showed they were treated with dignity and respect.

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.

People's care records were individualised and reflected their interests and preferences. Care plans provided detailed accounts of how people displayed specific behaviours, and management techniques of these including why some people had protected furnishings in their room. References were made to what people enjoyed doing and who was important to them. We saw where people liked to undertake particular activities, these were planned for in their weekly schedule and included trips to places of interest as well as leisure activities. People's daily routines were documented to ensure stability and consistency where people were unable to verbally communicate their needs. This detail helped reduce the occurrence of incidents because staff promoted people's feelings of safety and reassurance.

Staff we spoke with were able to tell us about people who lived at the home, their likes and dislikes and any interests they had. Staff told us about people’s lives, what people enjoyed doing and people’s routines or habits. This demonstrated staff knew the people they supported well.

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

People and their relatives contributed to the development of their care records and worked collaboratively with staff to tailor care in line with individual preferences. People were seen to be engaged in activities throughout the day. Staff knew about people’s health needs and personal preferences and gave them as much choice and control as possible.

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.

During the assessment we observed many positive interactions between people and staff. For example, we saw staff took time to meaningfully engage with people prior to a social activity taking place. We saw how staff comforted and redirected people when they became emotionally distressed or helped sensitively when people needed support to maintain their personal care.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The leadership of the service promoted the wellbeing of their staff and was exceptionally supportive and enabling of staff to always deliver person-centred care. An equality, diversity and human rights approach to supporting people and staff was embedded in the service. The service ensured staff were highly motivated to offer compassionate and kind care and support. All care staff confirmed the service supported their wellbeing to make sure they could give their best to people when at work. One staff member said, “The managers listen to our ideas and value what we say.”