Kenton Manor

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Staff made 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.

People’s care plans reflected their physical, emotional, and social needs. They detailed individual preferences, likes, dislikes, and daily routines, providing staff with clear guidance on how to deliver care in a way that respected people’s choices. Care plans were regularly reviewed to ensure staff could respond promptly to any changes in people’s needs.

Observations of care demonstrated person-centred interactions between staff and people, reflecting a strong knowledge of individuals and an understanding of their unique care and support requirements. For example, during an activity, we observed one person who was not taking part. The staff member recognised that the individual was not enjoying the activity and promptly offered them an alternative that better suited their interests.

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 had access to healthcare services to support them to maintain good health and ensure they received continuity of care. Records in people's care plans showed visits from health professionals such as GP's and district nurses.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

The provider was meeting the Accessible Information Standard. Information was made available in different formats to support people’s understanding, tailored to their individual needs. People’s communication needs were recognised and well supported. Care plans included clear details about the support required to assist people with communication, ensuring staff could engage and respond to each person appropriately.

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.

There was a procedure in place which outlined how the provider would respond to complaints. Records showed that complaints had been managed in line with the provider’s policy and resolved in a timely manner to the satisfaction of those involved.

People and their relatives told us they knew how to raise concerns and felt confident to do so. A person commented, “If I’ve got a complaint I go straight to the manager.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Care plans contained detailed information about how people communicated their needs, including any specific methods or aids they used to express themselves. This helped ensure staff could understand and respond to people in a way that promoted effective communication and choice.

Families were involved to support people whose first language was not English. This helped ensure that staff fully understood people’s needs, preferences and choices, and were able to meet them in a person-centred way. Staff worked closely with relatives to overcome language barriers and promote effective communication, ensuring people were included in decisions about their care and support.

The environment was accessible and adapted to meet the needs of people with reduced mobility. Corridors were wide enough to accommodate wheelchairs and mobility aids, enabling people to move around the service safely and independently. Ramps were in place, and a lift was available to allow people to access all floors of the service.

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 had completed training in equality and diversity. They demonstrated an understanding of how to respect and support people’s individual needs, preferences and cultural or religious beliefs. Care records reflected people’s wishes and backgrounds, and staff used this knowledge to deliver person-centred care in a respectful and inclusive manner.

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. Care planning supported people and their loved ones to plan for their future and how they wanted end of life care to be provided.