KEYFORT North East

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.

At our last inspection we rated this key question good. At this inspection the rating for this key question has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff at the service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A professional commented, “My experience of Keyfort on the whole is good with staff who are friendly and approachable.” Relatives and people were positive about the caring nature of the organisation and staff. Relatives’ comments included, “Staff are lovely, they sing to [Name], they dance with them. They pick up on[Name]’s body language, know if they are unhappy, want to be moved, wants to play” ,“I think for what staff provide–a lifeline, they have literally changed [Name]’s life and our life as a family. They give [Name] a life that they need, and the way they are with [Name] is unbelievable and it’s not something you can teach.”

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. A person commented, “Staff from Keyfort have been amazing, they have helped me reach my targets and helped me to become a better person.” Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. A relative commented, “Staff tell [Name] what they are doing, give them time to respond, they deal very sensitively and think about how their actions impact on [Name].”

Staff were exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The ethos of the service was to support people, work with them to learn skills to regain or maintain some independence, whatever the level of need. Staff supported people to remain as independent as possible. Detailed care records documented how people's independence was to be promoted. A person commented, “I started with KEYFORT in 2024 and moved into my own property last year. The way my house is I can make a drink for myself.” A relative commented, “Staff respect [Name]’s choice they will ask do you want a full body wash or a shower. Even going to the shops, ‘what time do you want to go?’ They ask their consent about everything.” Staff knew people exceptionally well. Staff worked sensitively and compassionately with people and people trusted the staff who supported them. Staff were aware of, and had an understanding of, people's needs, anxieties and aspirations. Some people who had previously experienced extreme anxiety and distress were able to reduce their anxieties because of consistent, compassionate staff support, which enabled them to tolerate and enjoy a more relaxed and fulfilling life. A relative said, “One of the things I particularly like about all of the carers is how well they know and engage with [Name]. They treat[Name]as a person, ask their permission, talk to them, explain what they are going to do.” They established consistent and trusting relationships with people which enabled people to relax with the support provided. A person commented, “Usually every couple of months with the case manager, we read my care plan, assess the goals, check what is in the plan, whether they are very useful. There’s a copy on the computer and I sign it, so they know I agree with what is being said.”

People were well supported to follow or try out a variety of hobbies and interests. People were encouraged to give feedback to develop plans for future activities and events. This helped ensure individual needs and preferences could be met. People were supported to access the community, attend college, university, go shopping, to the gym or whatever was of interest to the person. A person had written, “I am looking forward to going on my dream trip to BBC Manchester.” Some people who had previously felt unable to go out into the community gained the confidence to do so through consistent, encouraging support from staff.

Staff 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. People were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. A relative commented, “Most staff can persuade [Name]. If they see they are becoming upset, they will distract them, usually by talking about football. They are good at it.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Procedures were in place to promote staff wellbeing. A staff member commented, “The job is very flexible, there is lots of support and it’s a nice work environment.”