KYN Hurlingham

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 newly registered service. This key question has been rated Outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Throughout our assessment visit we observed people being treated with the upmost kindness, compassion and dignity by all staff encountered. This was when staff were aware we were present and when they were not. A staff member said, “It’s a case of treating other healthcare professionals with the respect and in the way I would expect to be treated. Delivering health care is about teamwork whether you work in the same organisation or not.” This was confirmed by people using the service. A person told us, “It’s a small thing but makes all the difference to me. Every morning my newspaper is ready for me to read in the library and staff know not to disturb me until I have read it.” Another person said, “They [Staff] know my routine and leave me to follow it. They are there if I need them but respect my personal space.”

The care home has a weekly life enrichment planner whereby specific activities were available to people to enhance their life experiences through choice. These included 1-2-1 mindfulness walks, letter writing, and gardening. There were also work out for the mind memory games, creative hours with the resident artist, current affairs, and talks. One in September focussed on the history of Fortnum and Masons and included tastings. These were led by the dedicated life enrichment and wellbeing team, although the whole staff team was involved. We observed that they were conducted in a kind and patient way at a pace that everyone could join in and respected their dignity.

People experienced staff listening to them, providing choice for people being based on their individuality and treating them and their views with respect.

There were comprehensive policies, procedures, training, and guidance for staff outlining the right approach to ensure that people received care and support in the kindest, compassionate, and dignified way.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The exceptionally high staff to people ratio and very good quality training enabled people to experience truly individualised and person-centred care and support in an environment that was dedicated to them as unique individuals.

People were supported to access the community, engage in purposeful activities, and develop independent living skills. This approach enabled individuals to make choices and express preferences that reflected their unique needs.

One person was enabled to rekindle their love of art by being supported to take part in an online art auction to increase their art collection which was proudly hanging in the care home. The impact of this was the person received great satisfaction from their purchases.

A person had identified support, and care needs around going shopping, and staff made sure the organisation’s taxi was available to take them, and staff to accompany them if and when they wished. Regular trips to the local tennis clubs took place with people having genuine control over who they went with rather than going in one big group. Walks in local parks also took place in a similar way. One person said, “I know what I like, they [Staff] know what I like, and everything works like clockwork.” Staff commented, “What works here is that we recognise that each person is individual with their own specific needs and wishes.”

Care plans were regularly reviewed and included people’s goals, likes and dislikes, with activities tailored to their interests to ensure support was both personalised and meaningful.

Staff identified where people may have enhanced their communication skills using AI for the first time and other modern communication devices, although mostly they were used to access information such as the latest news.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Feedback indicated how the service respected the person’s right to be involved in their care, valued their input, and tailored support to meet their specific needs and preferences.

Relatives shared positive feedback about the personalised support their family members received. A relative told us, “It’s their [Person] decision what they want to do, and when they want to do.” They like to go out to dinner twice a week, and this is organised, and facilitated for them with a choice of restaurants.” Another relative commented, “People are not forced to do something but encouraged.” A further relative told us, “Sometimes [Person] likes to have dinner with the family in a more private setting, and staff arrange for the private dining room to be available for us.” A relative also shared, “For people tennis is a very big thing here and whenever there is some on television it is made available, particularly Wimbledon.”

People had access to external clubs to meet their social needs such as a close by tennis club and the Hurlingham club which provided a wide range of social activities. This combatted social isolation not only at the care home but also within the community, encouraging people to enhance their social circles. A person told us, “Evening pre dinner drinks is very much a social event where we get dressed for dinner and all get together.”

These examples reflected how the service promoted independence, choice, and control. People were supported to pursue their own interests, build confidence, and engage in meaningful routines that aligned with their goals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider processes enabled people to make choices about how they lived their lives, interests and hobbies they pursued and friends they made. The processes were regularly reviewed with people using the service and their relatives to make sure information regarding people's choices and decisions were up to date.

The provider was exceptional in how they 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.This was enhanced by staff use of technology to respond to people’si nnovative needs in a creative way. An exercise class was designed by the physiotherapist for people, using technology to identify levels of mobility and areas needed to focus on to improve it. Staff explained one person’s morning routine in detail, explaining not just what the morning routine was but also the timing and order it must take place in.

People told us they felt in control of their care, support and knew how to raise concerns or complaints. A person told us, “I need something done, staff attend to it immediately.” This reflected people’s confidence in the service’s responsiveness. Another person highlighted the consistency of care, noting that familiarity with staff made it easier for their needs to be recognised and met. 

Relatives shared positive feedback about the provider and staff responsiveness. A relative said, “This place is on a higher level than any otherwe have previously experienced.” They confirmed that they were kept informed about everything in detail including medical appointments and health concerns, reinforcing the service’s commitment to inclusive and transparent communication. 

Regular team meetings were held to review people’s health and social care needs, enabling staff to monitor changes and respond if needs deteriorated. The provider also conducted client surveys to capture feedback, concerns, and changes in circumstances. Reasonable requests made by people were often facilitated, highlighting a flexible and responsive care model that prioritises people’s immediate needs and preferences. 

A person wished to visit the shops and this was immediatelyf acilitated by a staff member. They arranged for another staff to take over the duties they were doing as the person indicated they preferred to be accompanied by them.

The impact of this for people was that their immediate needs were met in a very timely manner and staff had the most up to date information regarding people’s needs and wishes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff said they had access to all levels of management. Most staff told us they were happy working for the provider, and received good support from the management team, who operated an open-door policy, and made themselves available. There were effective systems, counter checks, and policies and procedures in place to promote and enable staff well-being, which were accessible to them. A member of staff said, “I feel well treated and recognised as a person with views that I can express.” Another staff member told us, “I really look forward to coming to work every day.”This reflected a proactive and integrated approach to staff wellbeing. 

Staff told us they received regular supervision, during which wellbeing was a key focus. The provider also worked flexibly with staff to accommodate individual circumstances, offering tailored working arrangements to help them remain in work, where possible. Staff felt comfortable speaking up about any additional support they needed, contributing to a culture of openness, trust, and continuous improvement. 

In addition to wellbeing support, the provider invested in staff development through bespoke training. This not only equipped staff to support the individual effectively but also enhanced their confidence and professional development in this area. 

This supportive and enabling environment ensured staff felt valued, listened to, and well-equipped to provide high-quality, person-centred care.