KC Care & Social Activities Limited

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 service 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 was person-centred and tailored to people’s individual needs. People’s care plans reflected their backgrounds and interests, choices and preferences.

People told us staff understood their needs and they felt they received a personalised service. Staff made sure people were involved in their care plan and in decisions about the care they received. People said, “Yes, [staff] do involve me in my care plan and decisions about my care” and “Yes, they discuss it with me”. Relatives said, “We were involved in creating [my family member’s] care plan” and “[Staff] do listen to [my family member].”

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 service worked with a range of health professionals involved in people’s care. Information regarding any changes to people’s health or care needs was shared promptly with staff.

The provider tried to ensure people received care from the same staff, which ensured continuity of care and overall, relatives felt staff communication with them was good.

The provider worked to supply appropriate, accurate and up-to-date information in formats that were tailored to people’s individual needs in line with the Accessible Information Standard (AIS). This is a requirement of publicly funded providers to meet the information and communication needs of people with a disability or sensory loss.

People’s care plans included information for staff about people’s communication needs. For example, people’s sensory needs were considered, detailing when people required hearing aids or if they wore glasses. People’s ability to communicate was included and guidance for staff on how best to provide information and check people’s understanding.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. People knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. The management team saw complaints and concerns as an opportunity for learning and improvement.

People were confident about raising concerns or had someone who would raise concerns on their behalf. Their comments included, “My relative would make a complaint for me if needed”, “I have no complaints. I know what to do if I did” and “If there are serious issues, I will raise it with the carers who will tell the manager.”

One person’s relative told us of a number of concerns regarding the service provided to their family member, and the running of the agency. We discussed these areas with the registered manager and were provided with evidence to show the person received a good standard of care to maintain their independence and to meet their needs.

The provider made sure people could access the care, support and treatment they needed when they needed it. People had equal access to care and support because the provider complied with legal equality and human rights requirements, including avoiding discrimination, considering the needs of people with different protected characteristics and making reasonable adjustments.

Staff were aware of people’s spiritual and religious beliefs. One person said, “They respect my beliefs.”

The management team and staff 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.

Staff completed training in equality and diversity to understand and help reduce inequalities or prejudices that affected outcomes for people.

People said, “[Staff] are absolutely lovely. I don’t want anyone else”, “They are spot on” and “The carers listen to me talk about astronomy.”

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. Where people had discussed their end-of-life care wishes, this was recorded in their care plans. A relative told us, “We have been discussing end of life care.”