Kulera Care

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 service met people’s needs. This is the first inspection for this newly registered service. This key question has been rated 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. Staff had the information they needed to provide person-centred care. Care plans seen were extremely personalised and reflected people’s likes and dislikes as well as their care needs. One member of staff said, “Everything we do is about the person. The care we provide is truly person-centred.” Relatives felt they had been fully involved in planning care and support.

The service 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 provider worked with other professionals to make sure people’s care met their needs and supported choice. For example, we heard how the provider was meeting with a person, their family and a specialist nurse to review their care plan. This helped to make sure they received the best possible support from the agency and other professionals.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Each person who used the service was provided with a service user guide to make sure they had the information they needed about what to expect and how to raise a concern. The provider told us the guide could be provided in any format or language needed.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People were able to share their feedback and felt listened to. The provider visited people in their homes to review care and seek feedback from them and staff. Written feedback seen was extremely positive. One relative told us, “[Provider’s name] comes to visit. Very efficient, always interested in my views. I could totally share any concerns They would be sorted. But I have no issues at all.”

The service made sure that people could access the care, support and treatment they needed when they needed it. The provider responded to people’s requests for support to make sure they could access the service promptly. One relative had written a review about the service which thanked them for arranging 24-hour care quickly when they needed it.

Staff and leaders 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. The provider was aware of barriers people may face due to inequality or discrimination. They worked with families and professionals to make sure people’s wishes were listened to and respected. One relative said the staff worked in partnership with them to make sure the person had their needs met. They told us, “Their quality of life has improved so much. That’s about working together and a great standard of care.”

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. The provider reviewed care plans with people to make sure they reflected their changing needs and wishes. This included making sure people had care plans to support them at the end of their lives. One relative wrote a review about the service which said, “Kulera Care helped us as a family every step of the way and made [person’s name] last year comfortable.”