Kare Plus Kingston

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

People received person centred care that met their needs. There was a clear equality and diversity policy in place which ensured people’s individual differences were respected and promoted. Staff were aware of people’s preferences and ensured people received fair and equal access to care. There was a zero-tolerance approach to discrimination. Staff worked with other healthcare professionals to ensure continuity of care. Staff were aware of people’s communication needs and provided information in a way people could understand.

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.

People received personalised care that met their needs. Comments from people and relatives included, “The care workers are very good; they support my family member well; they encourage her to eat and give her choice. I asked if my family member could be weighed once a week, and they always make sure that is done”, “The care workers take everything in their stride, they have a very positive approach. They do everything for me, such as help me to wash or shower, hang my clothes up, put clothes in the washing machine, wash the pots. They are happy and cheerful” and “The care workers will do anything for me, they help me with my leg exercises. I am in a wheelchair, and they assist me in and out of bed as I wish. They will do other things for me such as peel potatoes or prepare a salad; they are very flexible.”

Staff provided people with care and support that was in line with their wishes. They told us people’s care plans provided detailed information about how people needed to be cared for. Comments from staff included, “The care and support needed by individuals are clearly outlined in their care plan”, “Each client under Kare Plus has a well-laid detailed care plan that highlights the specific care and support needed for each client and also other duties that might be required of a care worker” and “The care plan is designed with a person-centred approach, prioritising the individual's preferences and needs.” The management team told us they took care when allocating staff to support people to ensure people were comfortable around their care worker and when receiving care. They said, “We usually assign staff they like to work with as this enables them to be comfortable and they trust us.”

People received care from consistent care workers who knew and understood their needs. Comments included, “The carers know my routine; they know what I prefer. They know that when I am in bed I cannot move, cannot turn over, so they know how I like my pillows laid out” and “Consistency was important for me, and we do mainly get one person, who is lovely, has a great personality, is very interested in helping and wanting to learn more. My family member who has dementia recognises the care worker, because of this consistency.”

Staff liaised with other healthcare professionals involved in people’s care to ensure people received continuity of care. Staff told us, “We are working with the district nurse about the catheter care. Every 28 days they come to change the catheter and they ask us about other care needs. They teach us about how to care for the catheter area.” The management team said, “We undertake joint working with other healthcare professionals. For example, the physios will give the care workers an update on what exercises are needed. They will also ask our care workers about what people are able to do or what they are finding difficult, or if people are experiencing any pain whilst receiving support.”

We contacted the health and social care professionals working with the service about care provision but we did not receive any feedback.

Records showed staff liaised with other health and social care professionals involved in people’s care in a timely manner. Records were maintained about any advice given by those professionals so people received continuity in care provision. There was clear communication across health and social care providers to ensure people receive coordinated care.

People received information in a way they understood. One person said, “I find communication very good; I am able to just text or telephone with any changes I need.”

Staff were aware of people’s communication needs and provided information in a way that people understood. They adjusted how they communicated to meet people’s needs. For example, if someone was hard of hearing they would ensure they spoke loudly. Staff checked that those that wore hearing aids had them available when communicating with them.

Policies were in place regarding the accessible information standard to ensure people received information in a way that they understood. Information was included in people’s records about how they communicated and how staff were to adapt their approach to ensure people understood what was being communicated, this included taking account of any hearing or sight loss. Spot checks showed that staff took account of people’s non-verbal communication, including facial expressions and body language, when supporting them to ensure people were comfortable and free from pain.

People and relatives felt able to express themselves and speak with staff if they had any concerns or wanted something changing. Comments included, “I find the manager very responsive to any niggles I have, and that’s all they are. I have never had any complaints. I call her and she just gets on with things, she sorts them” and “If something is not right, I feel that I can speak with the carers who will always listen and resolve it themselves. I also know that I can speak to the manager.”

Staff took the time to speak with people and listen to any concerns or feedback they had. Staff were aware of the complaints process and any concerns raised were discussed with the management team. Staff told us, “If the person raised any concerns or complaints I would talk to my manager.”

A complaints process was in place and we saw any concerns raised were dealt with in a timely manner. The management team reviewed the complaints received to ensure action was taken to address the concern and to identify any wider themes.

People from all backgrounds were supported and respected. A relative said, “The care workers recognise that it is my family member’s own home, and nobody stops her from doing anything.”

Staff were aware of and adhered to the provider’s equality and diversity policy. Staff told us, “A non-discriminatory approach is used, regardless of the gender, race, religion or any other characteristic” and “In accordance with the equality and diversity policy of my company, I consistently uphold the respect for individuals' hobbies, aspirations, interests, religious beliefs, age, disabilities, cultural practices, as well as their sex and sexual orientation, without any form of discrimination. This approach ensures that everyone receives fair and equal access to care services.”

We contacted the health and social care professionals working with the service but we did not receive any feedback.

During assessment processes, staff reviewed people’s needs so they could plan appropriately for their individual circumstances and ensure equal opportunity to care and support. Out of hours arrangements were in place to ensure people received access to the same support throughout the day and night.

People’s human rights were respected and people felt the staff provided them with any support they required in line with their wishes and preferences. A person told us, “The staff listen to me, they are very obliging, they support me and do as I ask.” A relative said, “My family member does what she wants to when the care workers are with her.”

Staff were respectful of people’s individual differences and provided support in line with their wishes and preferences. A staff member told us, “I adhere strictly to Kare Plus Kingston's equality and diversity policies, ensuring that all clients are treated with respect and dignity and that care is delivered equitably and without bias.” The registered manager told us there was a zero-tolerance approach to any breach of equality and diversity and discrimination was not accepted.

An equalities and diversity policy was in place and staff completed relevant training to ensure people were treated equally, fairly and free from discrimination. People were asked about who they would like to support them with their personal care, for example, the gender of the care worker and the management team took these preferences into account when matching care workers. Care plans had been improved to ensure they contained detailed information about people’s preferences and how they wished to be cared for.

People were asked about their preferences and plans for the future. One person said, “The agency knows that we want to stay at home in our own surroundings.”

Staff were aware of the importance of good end of life care planning, however, at the time of our assessment no-one required this type of support. A staff member said, “End of life planning is part of our care plan, but at the moment no-one is nearing the end of their life.”

Processes were in place to give people the opportunity to discuss future plans and what they would like to happen as they neared the end of their life. However, staff were respectful if people did not yet wish to discuss this topic and would revisit the conversation at a later time.