Kinetic Nursing Services

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 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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. People told us members of staff treated them with kindness and dignity. A relative told us, "Staff are fantastic. They’ve got to know [family member] really well. The staff are all great and there’s a nice banter going on when they come." Another relative said, “[Family member] is very picky, and very demanding, so sometimes very difficult, but I cannot fault the staff at all – they are very good, and it works very well.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The provider used a strengths-based approach to care planning and assessments which focussed on what people could do rather than what they could not do. People's care plans were person-centred and highlighted their personal preferences about how they liked their care to be delivered. Care teams and rotas were planned and organised effectively so there was consistency of care teams for people. The provider had recruited people with specific language and cultural skills to ensure people with diverse backgrounds and needs were supported appropriately and effectively. This focus on individual need had improved outcomes for people, for example, 1 person had been able to reminisce about their own cultural background, get involved in cooking food from their childhood and they were more motivated to achieve goals to improve their health outcomes.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to live independent lives and make decisions about their care and support. A person with a complex health condition wanted to retain their autonomy to manage their symptoms by managing their own medication administration regime. The provider recognised how important exercising autonomy was for the person and they embraced the opportunity to re-think existing processes. The provider and the person discussed the specific support required to support them to maintain their independence. External professionals were involved in these discussions and detailed risk assessments and care plans were put in place. There was a positive outcome for the person and their independence, choice and control were maintained and supported and they were able to manage their own complex health condition and their required medication administration through a safe process personalised to their wishes. A member of staff told us, "People are supported through a choice-first approach in everything we do. Rather than following a fixed routine, we adapt the day around the person’s wishes and how they are feeling. For example, someone may choose to skip a planned activity and our role is to give them clear information so they can make an informed decision. We support this sense of control through positive risk-taking, where meaningful activities, such as making their own cup of tea despite a mobility issue, are done safely instead of being discouraged or refused."

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. The provider was responsive to people’s changing needs and accommodated changes to times and durations of call times. Members of staff developed positive relationships with people and their families which enabled them to be more responsive to immediate needs. A family member told us, "I am fully at ease with the staff and trust them completely, so much so that I leave them with [person] and I can go out."

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. Members of staff had continuous access to advice, guidance, and support from the management team. There was an open-door approach which ensured concerns, questions, or issues were addressed promptly. This reduced potential stress for members of staff and fostered a culture of trust and responsiveness. The provider placed a strong emphasis on maintaining a healthy work-life balance and ensured members of staff felt safe and supported in their roles. Regular work-life balance audits were completed alongside reviews of workloads, shift patterns and operational demands to identify and address potential sources of work-place stress. Member of staff were regularly consulted through surveys, check-ins, and supervision to gather their feedback on workload, safety, and overall wellbeing. Any concerns raised were acted upon promptly, with adjustments made to schedules, placements, or support structures as required. A member of staff told us, “I have regular supervisions and appraisals and I do feel supported by my manager. I feel that if I had any concerns, these would be dealt with accordingly.” Another member of staff said, “My manager is approachable and supportive, and I feel comfortable raising concerns or asking for guidance when needed.”