Kinetic Nursing Services

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 the provider met people’s needs. At our last assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 89 (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 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. The provider used a strengths-based approach to assessment and care planning which ensured care was person-centred and focussed on people achieving goals, dreams and aspirations. The provider and staff team were dedicated to meeting people's individual needs. For example, a person had profound physical health issues and was reliant upon their care team for all aspects of meeting their personal and daily needs. The person had extensive experience of extreme sports and the provider supported them to maintain their skiing skills using specialist equipment. The provider recruited a member of staff with the appropriate experience and skills who was a proficient skier. Another person with complex needs was supported to plan and book a 3-month holiday around Japan, New Zealand and Australia supported by their care and support team and a close personal friend. A family member of another person told us about how members of staff delivered person-centred care and support, “I cannot praise members of staff enough. They are fabulous. An example of the special care is when I noticed a carer was just about to use a cold wet wipe on [person] and she gently touched their arm with it, to show them it was cold. I would have just used the wipe, not thinking that it was very cold, so now I’ve picked that up from the staff. They are very good.”

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider understood the health and social care landscape and there were good working relationships with local health and care professionals and services. People’s care and support was scheduled and organised well in advance and people had access to their rotas and schedules, so they knew which members of staff were coming on specific days. Members of staff were supported and encouraged to have the autonomy to flex the way in which they delivered care and support to reflect the changing needs and circumstances of people. For example, if a person needed their call time changing due to an appointment, or perhaps they preferred a later call when the weather is cold in winter, members of staff were able to make these adjustments autonomously. Where additional support was required, members of staff were able to call the office team to get it arranged and in place. The provider’s information management system showed consistency of calls was 97% which evidenced people routinely received care and support from members of staff who they knew and who were familiar with their assessed needs and desired outcomes. The provider recruited members of staff with specific language and cultural skills to enable people to receive culturally appropriate care and support. A health professional said, “I have been working with Kinetic Nursing Services for several years on some very complex packages of care. They provide an excellent level of care across all the most vulnerable people. They have attended extra training where needed to ensure all members of staff are trained to a high standard. The carers which they employ do care deeply about not only the people but also their families. The management team are involved in multi-disciplinary team meetings and ongoing referral discussions when needed. They respond promptly to any issues which may arise and will visit with continuing healthcare (CHC) nurses when needed to discuss concerns. They maintain regular contact with the case managers in CHC and have gone above and beyond to accommodate some of the demands people have made. I hope to continue working with Kinetic Nursing Services in the future.”

The provider was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and their families were given access to the provider’s electronic planning systems which enabled them to have live access to their schedule, including the times and duration of calls and which members of staff would be attending. People felt fully informed and were able to highlight any issues in advance and make changes to calls time to accommodate health appointments or visits. The provider supported a person who was often in clinical crisis due to non-attendance at hospital appointments linked specifically to their medical condition. Members of staff were provided with additional, specialised training around both the clinical condition and management of anxiety. A meeting was arranged with specialist hospital team so all members of staff were able to understand the best way to support the person to attend their appointments. A clear protocol was written by the provider which gave clarity about support for person throughout hospital appointments which avoided any ambiguity and improved outcomes for the person. The provider supported a person, who was not able to eat or drink orally, to prepare and write their CV so they were able to look for local volunteering opportunities. Members of staff helped the person overcome their social anxiety through support to research a range of anxiety management apps for their phone. The person found a potential voluntary role and members of staff helped them prepare for their interview. People were provided with an information handbook about the service and discussions took place with people to identify their preferred methods of communication. One person, who had a visual impairment, preferred to receive all communication via email so their mobile phone could be used to read the information to them. They also wanted a family member to receive copies of all emails and communication information. Preferences about personalised communication were captured in people’s care plans. A relative told us, “Member of staff interact with my [family member] really well, and they are now integrated as part of the family. My [family member] cannot speak and has facial expressions that members of staff now understand and interface with [family member] well. Members of staff know what they want and need. It’s really exceptional care.” 

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. Members of staff involved people in decisions about their care and told them what had changed as a result. The provider had effective systems and processes to help ensure people knew how to give feedback about their care and support, including how to raise any concerns or issues. The provider used ‘easy read’ to produce information for people with learning disabilities. Members of staff who supported people with learning disabilities, were trained to use Makaton. Where people had developed their own signs which they used for communication, these were recorded in people’s care plans so staff understood and used them. Some people used specific communication tools such as picture exchange communication systems and communication boards. People received care and support from consistent members of staff who knew how to communicate with them effectively. Induction and training for new members of staff included specific sessions about people’s preferred expectations and outcomes from interaction and engagement. For example, a young person who was non-verbal and visually impaired liked their toys to hit the floor and break when throwing and catching them. This specific expectation and preference was recorded in the person’s care plan. A relative told us, “I have been very happy with the kindness and care that [family member] has received. They look forward to the carers visits and they always spend time with them to have a chat. They have made such a difference to their daily life and have helped them no end. I couldn’t be happier with the service, care and communication." A social care professional, who worked with adults with learning disabilities, said, “Kinetic Nursing Ltd have completed additional introductory visits to promote the engagement of an adult who was wary of services and accommodated a request for a specific worker to enable the adult to engage more fully in the support offered. They have been flexible in the times when care is provided when requested.”

The provider made sure people could access the care, support and treatment they needed when they needed it. The provider monitored and reviewed people’s care and support to ensure any changes in people’s needs were responded to quickly and appropriately. The provider respected people’s preferences in relation to pronouns and supported people when they attended clinical appointments and discreetly pointed out personal preferences to the use of pronouns. These discreet interventions avoided embarrassing situations and any unnecessary attention being drawn to people.

Members of staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Members of staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The provider ensured people they supported had equitable access to experiences and outcomes. They encouraged people to achieve their dreams and aspirations. They worked with people to overcome barriers they might experience as a result of their complex needs. For example, a person, who was quadriplegic, wanted to go on a holiday with their young family and the provider worked with the person to risk assess and plan a cruise for the whole family. The person’s care team was able to support them on this trip which enabled them to make lasting memories for their family. Another person was supported to visit their family in Eastern Europe by travelling with their care team in a specially adapted motorhome. Members of staff were on hand to support the person throughout their trip and meet their complex care needs linked to their spinal injury. This was the first time the person had seen all their family for many years and the success of the trip was a great outcome for everyone. People were supported to have choice and control over their lives. For example, a young person planned their own adventurous holiday as part of a respite support plan while their family went abroad. They were actively involved in choosing activities and deciding what they wanted to do to achieve their personal goals. This demonstrated exceptional person-centred care, empowering people to make decisions and live the life they chose.

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's personal preference and wishes in relation to their end-of-life planning were respected and supported by the provider. A relative said, “My [family member] had the biggest smile for the carers when they visited, even if they were washing them which they didn't like. The carers did it with such care, respect and tenderness that [family member] was always clean and smelt lovely! Being changed as an adult is never nice and a big adjustment for someone as independent as my [family member], but again all the carers spoke to my [relative] throughout this to calm them. My [family member] can't say it but I know they were thankful that the carers enabled them to live out their wish to pass away at home. I can't express how thankful I am of the respect and kindness they showed [family member]. The carers never forgot that [family member] was the priority and they involved us as a family so [family member] got the best care all round.”