KYN Hurlingham

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 83 (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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. The provider evaluated and assessed people’s needs by using their processes to determine if they could be met and how. The provider updated assessments with people, and their relatives which were comprehensive, to ensure they met people’s current needs. The assessments informed care plans that were up-to-date, regularly reviewed, and updated so staff understood people’s current needs. Any required adjustments were made accordingly. A relative said, “We were fully involved in the assessment process before [Person using the service] moved in, and so were they.”

The provider always planned and delivered people’s care and treatment with them. This included what was important and mattered to them, in line with legislation and current evidence-based good practice and standards.

People and their relatives said the service provided continual up to date information regarding their health, care, and support. They told us staff supported and advised them regarding keeping physically, mentally, and emotionally well. The support was delivered by well organised and co-ordinated staff who enabled people to live as they wished. A person told us, “I tell them what I need, and they provide it.” A relative said, “I can’t fault it. Staff are exceptionally kind, and the care is great.” The impact of this was people benefitted from staff diligence and received excellent care and support when required whilst retaining their choices and control.

The management team and staff said they provided people with evidence-based care and support which was demonstrated by the care and support records we sampled. This included health, nutrition, and hydration needs. One person had been prone to falls before moving in that resulted in the development of a large, ungradable pressure ulcer. After a thorough assessment and staff training by a clinical lead in dressings and Aseptic Non Touch Technique (ANTT) a vacuum assisted closure (VAC) was applied and repositioning regime put in place. The impact of this was that the wound has made great progress towards healing. Staff told us the organisation encouraged them to learn about and investigate new and innovative approaches that evidence showed could improve the way their care was delivered. The impact of this was that staff had increased their knowledge base of alternative treatments considerably in this area and could provide specialised, client-focused care for individuals provided by a consistent and highly trained care team, who advocated and constantly focused on significantly improving people’s quality of life.

The systems in place ensured that staff were kept up to date with national legislation, evidence-based good practice, new innovations, and required standards.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. For example, care records we reviewed included detailed histories, diagnoses, and clearly documented short- and long-term goals and wishes. Care plans were regularly reviewed and kept up to date with relevant information, enabling smooth transitions and ensuring continuity of care across the service.

Staff we spoke with told us there was a culture of transparency and ethical practice, particularly in relation to confidentiality and safeguarding. One staff member explained, “This relates to recognising people’s rights to privacy, dignity and being safe.” This demonstrated a respectful and person-centred approach to information sharing. Staff also recognised that when an individual may be at risk, confidentiality must be appropriately breached to ensure their safety and enable the team to work together respond effectively.

People described how staff always respected their privacy, dignity and they felt safe. One person said, “I don’t have to explain myself over and over to staff.” Another person told us, “Once one member of staff knows how I like things done, they pass this on to others and it works like a well-oiled machine.”

This feedback reflects a well-integrated service where open communication, professional boundaries, and collaborative working are embedded in daily practice. Staff consistently balanced the need for discretion with their duty of care, fostering trust while ensuring that safeguarding remained a shared responsibility across the team.

The provider’s processes enabled the service and its staff to engage with relevant healthcare professionals, and other organisations within the community that may be able to meet people’s needs that fall outside the agreed care package. This provided joined up, linked care and support for people.

The provider supported people to manage their health and wellbeing to fully maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

The home had a highly professional chef team who delivered a wide variety of well-presented alternative dishes throughout the day, and people were also catered for if they did not wish the menu choices. This was whilst being fully aware of the importance of maintaining balanced and healthy diets whilst meeting people’s choices and preferences.

Staff also advised people on how to remain healthy through physical fitness and exercise with tennis courts available for people who wished to use them. There were group and one-to-one sessions focused on health and wellbeing. One person said, “The meals are first rate whilst maintaining a homely, comfort food approach that I like. A staff member told us, “I think we have the balance right, providing people with the meals they like, whilst making them healthy.” The impact of this was people were supported and encouraged to manage their health and well-being by developing healthy routines and engaging in meaningful activities that enhanced their overall quality of life. The processes in place enabled the service to keep track of people’s health, update care plans, and inform healthcare professionals of required changes.

The provider monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People and their relatives said they were frequently engaged to give feedback from staff and management at all levels of seniority regarding if the service provided was meeting their needs, focused on them, and how any improvements could be made. They also felt very confident that if they raised concerns they would be investigated, addressed, and they would be provided with an outcome.

The registered manager, and staff told us treating people as individuals and focusing on their individual needs was paramount in how care and support was provided. This was achieved by staff building up relationships with people through consistent care delivery, and information sharing. Staff had a clear understanding regarding the people they provided a service for, their needs, and how best they could be met. Staff explained it was attention to details, and the little things that made all the difference. This could only be achieved by building relationships with people which cannot be achieved if the care, and support is rushed.

They gave examples of people’s routines, what order they liked to do things, and when. What type of television programmes they liked to watch, and checking when they were being broadcast. The type of art lectures and music recitals they wished to attend. The impact of this was to ensure that people experienced the lifestyle and made the choices they wanted.

People discussed the type of activities they wanted provided during their residents' meetings and they were put to the management team who arranged for them to aline with people's wishes. For example, there was great interest in singing and a choirmaster was selected, weekly choir sessions arranged for Monday afternoons, and the choir is building up to a Christmas concert involving friends and family. The impact of this has been to enhance the feeling of community and promote inclusiveness.

The provider processes included assessments carried out prior to people receiving a service, and care plans that were comprehensive, and identified people’s care and support needs. The monitoring processes regularly updated care plans with fresh information that identified areas of care that required refocusing, and the care package to be adjusted.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. There were systems and processes to ensure that people and their representatives understood the care and treatment being offered or recommended. Consent to care and treatment was recorded in people’s care plans by themselves if they had been assessed as having capacity to do so or by people appointed to make decisions on their behalf.