Klass Care Ltd Also known as Klass Care

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 service met people’s needs.At our last assessment we rated this key question good. At this assessment the rating has remained good.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service was exceptional at making 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. Without exception, people were at the centre of all care and support decisions enabling them to be true leaders in their lives. Support had been planned and delivered in partnership with people, and changes in their needs were met with flexibility, sensitivity, and respect. People had been supported in ways that honoured their unique preferences, routines, and life histories. Care plans included clear and specific guidance for staff on how to meet each person’s individual needs and wishes. Staff told us they were committed to delivering person-centred care and confirmed they had access to all the necessary information to do so effectively. Person-centred care extended beyond core tasks, with staff supporting people with additional activities that enhanced their quality of life. Examples included arranging visits to garden centres, foot care, nail care, and hairdressing appointments contributing positively to people’s wellbeing and sense of dignity. A health and social care professional said, “Klass Care go above and beyond with people.” The provider also supported people and their families by organising family meetings and carers’ groups. These provided an essential lifeline for people and their relatives, providing opportunities to share information, emotional support, and ensure families felt heard and involved. This process enabled families to strengthen their support of people. Additionally, the provider supported people facing financial hardship by allowing them to charge essential items such as food, maintenance, and beauty services to Klass Care, helping to reduce stress and maintain personal dignity during difficult times.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People experienced a coordinated and consistent approach to care that promoted continuity and supported positive outcomes. Records showed staff worked together with external professionals such as district nurses, GPs, and occupational therapists, ensuring timely and responsive care. This integrated approach was included input from a range of professionals including social workers and pharmacists. External partners described the service as approachable and responsive; 1 healthcare professional commented, “The partnership working is of a high standard. Klass Care staff are open, approachable, and collaborative which allows us to work together smoothly in the best interests of people.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service ensured people received accurate and relevant information in ways that suited their individual communication needs. Staff demonstrated a clear understanding of how to share information in accessible formats, guided by the personalised communication preferences recorded in people’s care plans. People and their relatives told us they felt informed and involved in decisions about care and support. They said the service communicated important updates clearly, promptly, and in ways that were easy to understand. We were assured this service met the requirements of the Accessible Information Standard (AIS).

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The provider made it easy for people to share feedback, offer suggestions, or raise concerns about their care, treatment, and support. Staff actively involved people in decisions about their care and clearly communicated any changes that resulted from their input. People and their relatives told us they felt included and listened to. Staff told us involving people in day-to-day choices and longer-term planning had been an essential part of the service’s approach. Relatives said they felt reassured by regular updates and open lines of communication with both staff and management. The provider had a clear complaints policy in place. Where complaints were raised, they had been managed in line with this policy, and outcomes were recorded appropriately. People and their families knew how to make a complaint and felt confident they would be taken seriously and responded to promptly.

The service made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access care that was inclusive, non-discriminatory, and tailored to their individual needs. Staff had completed equality and diversity training. Policies and procedures supported inclusive practice, reinforced through regular training and ongoing monitoring. Records showed timely referrals to external professionals, and assistive equipment was arranged proactively to meet changing needs. Feedback from staff and external partners confirmed the service promoted fair access for people.

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. People received equitable care that was inclusive, fair, and respectful. Staff training had included equality, diversity, and human rights, and this was checked through regular spot checks, supervisions, and ongoing support. Staff told us they felt confident delivering care that was inclusive, respectful, and person-centred. Policies and procedures were aligned with current equality legislation, ensuring both people and staff were treated fairly, consistently, and with dignity.

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. People were supported to plan for important life changes in ways that promoted dignity, informed decision-making, and personal choice. This included planning for end-of-life care and other significant transitions, with a focus on ensuring people’s wishes were known, respected, and recorded in advance. The registered manager told us people had been given the opportunity to express their preferences for future care. These preferences had been clearly documented in care plans, helping staff to provide support in line with people’s values and choices.