Keem Healthcare Ltd

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.

This is the first assessment for this service. This key question has been rated 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.

We were unable to get people’s feedback about the caring and kindness of those staff who supported them. The registered manager shared a feedback survey from 1 relative. This relative said about the care, “Keem has always provided an excellent service to my [Relative]. The support team have always shown professionalism, even in the most difficult times. I have never been concerned about the care provided.”

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.

Feedback from a relative’s survey showed they were confident with those staff who supported their family member. Their feedback said, “Keem’s team certainly have a wide knowledge of disability and the care they provide. Any enquiry I have made has been answered promptly with a more than satisfactory response.”

Staff said they cared for the same people which meant they knew people well and how they were feeling. One staff member said, “Most of the time you just give them space to cool down. Most of the time they cool down.” The registered manager through people and relative’s feedback, was confident staff knew people well.

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

Care plans described what aspects of their individual care people could do for themselves, where they needed supervision or prompting and when staff needed to provide support. Staff told us they promoted people’s independence, such as helping people wash parts of their body they could do, or supporting people to independently eat the meals staff had provided. Staff asked people what they wanted to do so they retained control of their lives. Staff said they always respected what people had chosen.

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.

Staff explained how they supported and managed 1 person’s distressed behaviours that could cause the person and other’s difficulties. Staff recognised this person could change mood quickly, so gave the person space which worked in de-escalating a situation. Staff said they worked with people over time so had built up knowledge and could sense how people were feeling. Staff told us they knew some people made choices that were not always ideal but encouraged them to think what they were doing to minimise the risk, whilst allowing people to do what they wanted to do in that moment.

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

The registered manager and operations manager said they valued their staff team and cared about their wellbeing. The registered manager said they paid staff additional money if they provided 24/7 care to cover their meals and drinks, so they were rewarded financially. The operations manager said they paid travel time and when completing staff care call rotas, staff’s personal circumstances were planned for. For example, if staff had planned appointments or wanted to change their pattern of hours, this was accommodated. Staff told us they felt valued and if they needed anything, the registered manager was available and supportive.