KYN Hurlingham

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 newly registered service. This key question has been rated Good.This meant people’s needs were met through good organisation and delivery.

This service scored 84 (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 making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Care plans were highly personalised, developed in consultation with people and their families, and covered all aspects of life, including social, physical, and health needs. This was confirmed by the people who used the service, who spokeverypositively about their involvement in care planning, confirming that their views were heard, respected, and reflected in the support they received. 

Many people had active social lives in thehome andcommunity, and the provider offered tailored support to help manage their choices androutines. These preferences were respected, planned for, and deliveredin accordance witheach person’s wishes, reinforcing a culture of autonomy, dignity, and choice. 

People’s spontaneous choiceswere catered forwitha clear emphasis on both group and one-to-one engagement, involving support staffandthefull time onsiteholistic wellness programmeco-ordinator.Creative engagement activities such asart lectures,live music, and dancingwhich was provided by externalentertainersand the in-househospitality and activities teams.Apersontold us, “The staff areexcellent, they know what they’re doingand nothing is too much troubleand it’s fun.”Another person said,“There’s a taxi on site should I want to go out and do some shopping.”This highlightedthe inclusive nature of the service.

Activities were tailored to reflect individualand group decisions and choices. Aperson said, “We[People using the service]have organised the rum and raisonice creameveningclubwhich involves real rum.”Apersonsaid, “They [staff] are so considerate and that makes me feel I’m in control.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

These efforts contributed to a holistic and personalised approach to care, ensuring that individuals were not only supported in their daily lives but also empowered to participate fully in the community and express what mattered most to them. 

The home’s processes provided smooth information sharing and enabled people to receive the care and support they required in a co-ordinated, flexible way that understood the diverse health and social care needs of the home’s community.

People were supported to understand their care options through clear communication and partnership working. The provider offered resources and had discussions with people to help them make informed decisions about their care. 

The provider demonstrated flexibility in delivering care, adapting to people’s schedules and appointments to ensure support was responsive and person-centred. 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The processes enabled people to access their health and care records and decide which personal information could be shared with others, including family members, care staff, and healthcare professionals.

People received information in a timely way that met best practice standards, legal requirements and was tailored to individual needs. People received clear and transparent information aligned with consumer rights best practices, including information details about contracts and charges. Personal data that was collected and shared complied with data protection legislation. Information about people that was collected and shared complied with data protection legislation. A person told us, “We are constantly informed of what is going on and the choices available to us.”

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care,treatmentand support. Staff always involved people in decisions about their care and told them what had changed as a result. 

A person gave an example of how much they are listened to and enabled to make choices.They told us, “If I fancy something different to eat that is not on the menu, the chef will provide it for me. For example, I wanted scallops, so they sourced them at a local fishmonger and made sure they were nice and fresh.” Another person said, “I really enjoy the choir and joining in.”

The provider had a clear and accessible complaints procedure, which made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People were also given clear advice on how to raise concerns, and those we spoke with were able to explain how they would make a complaint and who they would approach for advice and support. Relatives we spoke with confirmed they understood the complaints process and told us that any concerns raised were handled with care and received a prompt response from management. A relative said, “Any complaint is acknowledged, investigated, and we receive an outcome and explanation.”

The provider’s processes monitored if people received appropriate person-centred care by daily face to face contact with them, spot checks, and staff supervision sessions. This information was regularly reviewed, and changes made to the care provided to make a positive impact on people, and their lives. A relative said, “They [staff and the management team] really do listen and act.”

Staff were trained to support people and their families in understanding their choices. They worked collaboratively with people to develop care plans that were realistic, achievable, and tailored to each person’s needs and aspirations. This approach helped ensure that people felt informed, involved, and supported in shaping their own care. 

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were protected by processes and systems regarding their care and treatment. They were supported by the provider who promoted equality, removed barriers, protected their rights, and made them feel their experiences of discrimination and inequality were listened to and acted on to improve their care. Staff were trained to ensure people had equal opportunities.

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. Staff said they were mindful of treating people equally, fairly and in away, they would wish to be treated. There were also systems and processes that protected people regarding their care, treatment and support. People we spoke with and their relatives confirmed that they felt fairly and equally treated by the management team and staff. This was by promoting equality, and the impact of this was people had equitable experiences and outcomes, wherever possible.

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’s care records contained current information about the support they needed to live as independently as possible, recording their wishes in relation to how their social, cultural, and spiritual needs were to be met.Their decisions, and what mattered to them were identified, and delivered through personalised care plans that were shared with others who needed to be informed. This was also the basis for meeting people’s future care and support needs, identifying any changes to them, planning how to meet those changes, and to promote their independence.