Home Instead Kensington & Chelsea

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.

Care plans were personalised and reflected a complete range of people’s needs and individual preferences.

Care workers used a digital platform to give and receive real-time updates about people’s care. This helped staff tailor support to each person’s individual routines, preferences and goals, and make timely adjustments so care reflected what mattered most to each person.

People were involved in the assessment and review of their support. A relative said, “It’s all working exactly as we planned.”

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.

The registered manager’s strong focus on continuity was effective. By prioritising the same familiar care workers and keeping changes to a minimum, people experienced consistent support from staff they knew and trusted. This approach reduced anxiety, built strong relationships, and helped people feel more comfortable and secure in their care. It also supported better communication and understanding of individual needs, leading to improved outcomes and overall wellbeing

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

The provider ensured weekly schedules were delivered to people in good time. The provider used communication channels such as phone, messaging apps, email and to people directly through care workers during visits. The provider encouraged people to call directly for changes, concerns, or cancellations.

Care workers and people could view schedules and visit notes via an app. A relative we spoke to praised this feature saying, “I have the app, which is excellent for me as I’m not there all the time.”

The provider had the capability to produce easy-read or alternative formats of correspondence if needed, which showed a commitment to accessibility and inclusion. Having this option available was effective in ensuring that people with different communication needs could be supported if required. This capability helped promote equality and gave reassurance that information could be adapted to meet individual needs.

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.

Families confirmed they felt involved and listened to and people and relatives were encouraged to share feedback. A person we spoke to said, “The manager is proactive and follows up”.

Feedback and complaints triggered investigations, were reviewed in team meetings, and used as learning opportunities and to act upon. Staff said they made changes following survey feedback. A care worker said, “We look at what happened, how can we do better?”

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

The provider ensured out-of-hours arrangements were in place through a dedicated on-call system, which meant people could access support at any time, including evenings and weekends. This was effective because it provided reassurance and continuity of care, reducing risks if urgent issues arose outside normal hours.

In addition, the provider had some translated documents available to support people who spoke different languages. Having these resources showed a commitment to inclusion and helped ensure key information could be understood by those who needed it. This capability had a positive impact by promoting accessibility and reducing barriers to communication.

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.

The provider had a clear focus on equity and inclusion, supported by policies and staff training in equality and human rights. This included assessing and planning for varied cultural, gender, and language preferences and matching staff accordingly. For example, staff supported people to attend places of worship and learned about different religions to respect personal beliefs.

Feedback from people and relatives indicated positive and equitable experiences, showing this approach was effective. It promoted dignity, choice, and inclusion, ensuring people felt respected and understood. By embedding these practices into care planning and staff development, the provider reduced the risk of unequal outcomes and improved overall wellbeing.

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.

Staff had training around end-of-life care. Care plans showed that people's future was considered, and relatives were involved where necessary. Details of advance wishes or DNACPR (Do Not Attempt Cardiopulmonary Resuscitation) were recorded and accessible. ADRT (Advance Decision to Refuse Treatment) was discussed and documented. People had the right to change their mind. This information was appropriately shared with staff.