Home Instead Kensington & Chelsea

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

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Relatives described care that was delivered with respect and dignity. A relative we spoke to said, “Carers are all very obliging and very nice to [person].” Another said, “I can’t speak more highly of the agency and the staff, no criticism whatsoever.”

Field supervisors reported follow-up visits and people’s recommendations were shared in team meetings.

A care worker we spoke to said they always ensure privacy, noting that when supporting someone with personal care they are kept covered. Regarding this, they said they would, “Do the same as I would for my own family members. Whether they are aware or not.” Another said, “When I come, I say hello, how are you feeling anything bothering you, then try to make them comfortable, ask what they prefer to eat, to be cooked, served, some don’t like food to be touched. To clean or not clean, some don’t like.” This showed kindness and respect for the person’s choices.

The provider 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.

Staff were flexible during visits and responded to people’s preferences as they arose. For example, if someone living with dementia decided they wanted to go for a walk instead of staying indoors, staff adjusted the plan and supported them safely. Similarly, if a person preferred to have a meal later than usual or wanted to change an activity, staff accommodated these choices. This approach was effective because it respected individual preferences, reduced stress, and promoted a sense of control.

The registered manager said, “We match care workers based on shared interests, that helps build trust.”

Families described care workers who “knew [the person] well” and adapted care to individual needs. Staff confirmed they adjusted tone, pace and approach according to people’s individual needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Relatives described consistent staffing and good communication, which helped people maintain familiar routines and personal preferences. Digital care records enabled families to understand care provided and contribute to decisions about support. Care records showed staff encouraged people to take part in daily activities and supported choices about how and when care was delivered, helping people retain as much independence and control as possible.

Care workers prompted people where required and people were given options. Activities were chosen with people to suit them. Where people lacked capacity, best interest decisions were made to balance choice with safety, and people’s refusals were respected and recorded.

Care plans emphasise what the person can do for themselves, and support was adjusted based on care workers feedback and review findings from people and relatives. This ensured people remained in control and choices were recorded and respected.

The provider 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.

Families said they received quick responses to queries and flexibility in care, “The office are always responsive if I have a query.”

The provider had a monitoring app that allowed them to respond quickly to people’s needs. Alerts from the app triggered immediate action, and care workers escalated issues to management through the platform. Feedback from staff and families was positive, and from observation, the system worked well in practice. This approach was effective because it enabled rapid communication, timely interventions, and better oversight, which helped maintain people’s safety and wellbeing.

A care worker stated, “The manager is involved a lot, they call me directly if something changes.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider made staff feel safe and supported. A care worker we spoke to said, “I like and enjoy this job.”

The provider ensured staff had regular supervisions and well-being calls. The provider used their digital system effectively in order to receive reminders. Care workers had guaranteed hours and supportive management which contributed to their welfare, happiness and ability to work well.

A relative we spoke to said, “Carers seem happy and consistent, we’ve had the same one for a long time.”