Kanssas Home Care Ltd

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.

The provider 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 health, care and support needs were clearly documented in their care plans, which also highlighted their preferences, what and who was important to them, and how best to support them. This ensured care was delivered in a person-centred way that reflected people’s individual needs and wishes. Feedback from people and relatives included, “I have a care plan and I’m aware of it being up to date and reflecting my care”, “Carers will respond to any of our requests which they have done on a few occasions already” and “We have a care plan that just got reviewed recently with my relatives changing circumstances. I had a shared meeting where I had full involvement in the processes of it.”

Staff spoke confidently about people’s needs and how individualised care and support was ensured through established processes. The management team maintained regular contact with people and their relatives, which enabled them to monitor any changes in people’s needs and adapt care and support accordingly. The provider identified the need to modify people’s care packages when required and worked with placing authorities to secure approval, ensuring care and support remained personalised and seamless.

The provider understood the diverse health and care needs of people, so care was joined-up, flexible and supported choice and continuity.

Staff assessed people’s needs regularly by involving them and the appropriate health and social care professionals. They liaised with hospital discharge teams, captured all necessary information, and implemented appropriate support and care plans to help facilitate a smooth transition of care. Care coordinators, field supervisors and care workers worked collaboratively and shared information effectively, which helped to minimise any disruption to people’s care and wellbeing during periods of change. In a correspondence between a healthcare professional and the provider, 2 care workers were praised for supporting a person in a “very gentle, kind and caring” manner and for effectively assisting a healthcare assessment by providing all necessary information.

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

People’s care plans contained clear, personalised information about their communication needs, including identified barriers and detailed guidance for staff on how to communicate effectively. The registered manager told us staff liaised with each person and considered their individual communication needs. The provider was prepared to provide information in different formats if needed. A relative told us, “They can still communicate even though my relative doesn’t speak English.”

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 engaged with people and their relatives regularly and worked with them to try and resolve issues and improve care. A relative told us, “We are very satisfied. It hasn’t been a bed of roses at first, but it’s going well now”. This suggested the provider had worked with them and the person to address concerns to better meet their needs. Other comments from relatives included, “I’m confident to air my views to the carers and get positive responses” and “They take on board and resolved issues.”

The service operated a clear complaints procedure and maintained a comprehensive complaints log, including investigation notes, actions taken, and engagement with complainants.

The provider made sure that people could access the care and support they needed when they needed it. They had systems in place to support people out of hours and respond to emergencies, including adjusting staff rotas to enable staff to spend additional time with people when required.

Staff supported people to access health and care services, when some of them could not do so independently, and protected them from discrimination. They respected people’s rights and individual needs. Staff provided care and support in accordance with people’s cultural, religious, and physical and mental health needs. Where people required adjustments to their care, the provider enabled and supported these. This meant people could access the care and support they needed, despite the challenges affecting their daily lives.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

Staff understood and respected people’s rights, ensuring fair and equal care. Staff spoke to us about how they supported people in a way that promoted their independence, dignity, and individual choices. They were alert to discrimination and attentive to ensuring people were treated fairly. They did this by listening to people, monitoring their progress, and liaising with relatives and relevant healthcare professionals.

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. The service ensured people received appropriate care and support by involving their family members and other healthcare professionals, such as GPs and palliative care teams.

Staff invited people to discuss advance care planning where they wished to, considering their future wishes and decisions. The care plan for a person receiving palliative care contained clear, carefully worded information on end-of-life care, focusing on comfort, reassurance, and respecting the person’s preferences. It highlighted the importance of spiritual, cultural, and emotional needs, while maintaining dignity. It also provided clear guidance on communication, recognising that needs and preferences may change rapidly during the final months, weeks, or days of life, and emphasising the need for sensitive, responsive communication.

We saw evidence indicating that a person was peaceful and not in pain or distress when they passed away, suggesting they received appropriate support to remain comfortable and manage symptoms in the final stages of life.