Kingfield Mews

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 service. This key question has been rated 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; they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Records evidenced where people’s needs had changed, the service made prompt and appropriate referrals to partner agencies. Regular review meetings were held with people, their families and professionals to ensure care remained in line with people’s needs.

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.

People’s care and treatment was delivered in a way which met their assessed needs from co-ordinated and responsive services. We saw evidence people regularly accessed GP and other community health services. Recommendations from health professionals were recorded and shared with staff. Records showed if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were provided with written information about the service and their rights. The provider made sure people received all the information they needed in an accessible way for them to make decisions about their care and support while feeling comfortable and safe.

Staff had created detailed communication support plans which described exactly how people communicated in different scenarios and when expressing different needs. For example, the staff had access to a range of personalised visual aids which helped support communication. The visual supports helped people to retain and process information. These included visual schedules with icons, tactile symbols, real objects, or words. Each visual aid was tailored to the needs of the person. The visual supports helped people to communicate their needs and make sense of the world around them.

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.

The service worked in partnership with people and their families, providing opportunities to share experiences and understanding and to learn alongside and from each other's experience.

People were encouraged to be involved in making decisions about their care and person-centred reviews took place. Due to the complex needs of some people supported, they weren't always able to voice their choices. However, staff told us they would always encourage choice, where possible.

People, and their representatives, were provided with information about how to make a complaint about the service. The complaints guidance contained information in relation to how complaints could be escalated if they were not satisfied with the response.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had systems in place to ensure people received support from external agencies when they needed. The service also ensured people were made aware of their rights and provided people with information on various situations, this included how to raise a complaint about their care.

People told us they were supported to access the services they needed. People were supported to access these services through easy read documents, if required, and involved people’s family or advocates where appropriate. Hospital passports were used to help support people to receive any support they need if they were admitted to hospital.

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 were treated equally, and their care and treatment were adapted to meet their individual needs. Staff had received relevant training and had a good understanding of people’s rights, discrimination and inequalities and what to do to protect people’s rights. People were encouraged and supported to access community facilities and events which reflected their personal interests and cultural backgrounds.

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.

People were supported to achieve planned goals, which focused on planning and achieving people's future aspirations.