Home Instead Kensington & Chelsea

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

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

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

Assessments were person-centred. The owner said that sometimes they do more assessment visits if someone needs more time to think. This showed the importance of taking the time to get it right. Reviews took place after 2 weeks and then at least annually. People and families were involved in the process.

A relative said, “The manager came round and met with us to introduce the carer, talk about [person’s] background and go through the plan. They then came back to check we were alright, very thorough.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

The care provided followed established medical guidelines and the provider’s own policies. This meant that every decision and action was based on proven clinical standards to ensure safety and quality, while also aligning with the provider’s procedures to maintain consistency.

The registered manager used centralised audit trails to monitor care delivery and outcomes. Staff used electronic care plans that linked risks and tasks to evidence-based guidance.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The office staff and field teams communicated well through various online platforms, messaging groups and daily office meetings. A supervisor said, “We have a meeting every Monday, so we know what people are working on

The provider worked with doctors and social workers to make sure care was well-coordinated. For example, if someone’s health changed or they needed extra support, the team would review their care plan together to keep everything up to date.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff encouraged people to maintain wellbeing, independence and healthy lifestyles. Care workers encouraged shopping, food choices, and community engagement. Field supervisors made wellbeing calls and discussed health needs during reviews.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

By monitoring data through dashboards, audits, and service reviews, the provider ensured high standards of care. Field care supervisors checked visit notes for accuracy and regular supervisions meant staff were well-supported and performance stayed strong. This lead to positive outcomes for people using the service.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Consent was clearly documented both in people’s homes and on their system. The registered manager said, “Consent forms are part of the service pack, and we discuss capacity if anything changes.” Mental capacity, ADRTs [Advance Decision to Refuse Treatment], and Living Wills were discussed and recorded.

Care workers made sure people were involved in decisions about their care. They explained that this meant actively asking for consent and using different ways to help people understand what was being asked of them, such as clear explanations or extra support when needed. This approach was effective because it ensured people understood their options and could make informed choices, promoting dignity, respect, and control over their care.

Families said care was discussed and agreed in advance, with good explanations of plans and reviews.