Kitnocks House

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.

We observed staff treating people with kindness and respect and observed they had a good rapport with people. People and their relatives told us staff were kind, caring and attentive. A relative told us, “My relative interacts very well with the staff, and staff know them very well.” We observed kind, caring staff upholding people’s dignity throughout the inspection.

People were supported to have visitors and could utilise rooms in the service as well as the garden space.

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.

We observed people making choices throughout their day including when, where and what they wanted to eat and what they wanted to wear. One relative told us how they were involved in care planning. People were able to attend a live streamed church service weekly. People were supported in accessing food reflective of their cultural preferences.

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

Staff empowered people to be as independent as possible and celebrated people’s achievements. Staff told us about people’s choices and preferences, and this corresponded to information in people’s care plans. The registered manager told us how they supported a person to go out and involved them in all decisions to enable this to happen safely.

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.

We observed interactions with people throughout the inspection; it was clear the registered manager and staff knew people well and responded to their immediate needs with kindness and compassion. We observed staff proactively and calmly supporting people experiencing heightened anxiety, successfully de-escalating situations.

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

Staff told us the provider had a wellbeing hub where staff could seek support. Most staff told us they felt supported. The registered manager told us they held a leadership lounge on a quarterly basis where staff had access with senior leaders to discuss anything on their minds.

Staff surveys took place, and the registered manager shared the outcomes with staff and action taken to drive improvement. The registered manager had an open-door policy, so staff had access to them when they needed it.