Kingdom House

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We observed people interacting positively with staff. Staff treated people with compassion and kindness. The relatives and representatives of the people felt assured by the staff's supportive approach.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People’s relatives and representatives who regularly visited the service said they were welcomed. They said they were supported to maintain contact with their relatives. One relative said," They [staff] do seem caring. Several of the staff know me, and seem to be positive, and I don’t think there’s any ‘funny’ side to them. The fact that [my relative] seems to be very happy there and is calm, tells me there’s nothing worrying." Observations of a staff interactions with people highlighted a lack of verbal engagement. Staff chose to control the volume of music in the lounge over the wishes of people who lived in Kingdom House who appeared to want their own space and watch television. People were not given choice and control about what they wanted to listen to on the television.

Staff explained their approach to supporting individuals in making choices and maintaining control by asking about their preferences and offering options to promote autonomy. They were familiar with the residents' family members and representatives, involving them in decision-making as needed. One staff member noted, "People often have visits from relatives, and they also receive phone calls and cards for special occasions."

Our observations showed although individuals had choice and control over certain decisions, such as meal selections, there were limited opportunities for engagement and involvement in activities within the home. Support for individuals to act independently and participate actively was not consistent. While individuals did participate in activities they enjoyed outside the home this was dependant upon the initiative of the supporting staff. If the staff were not proactive, there was a noticeable lack of engagement in meaningful activities, leading to missed opportunities.

Support plans often lacked current details about individuals' preferences, and discussions about personal preferences. People were not regularly engaged in activities that were matched to their hobbies and interests. The providers systems and processes to monitor independence, choice and control had failed to ensure the consistent delivery of person-centred care.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff reported opportunities for meetings to exchange feedback, and supervisory support was available to promote well-being and encourage positive dialogue. The provider acknowledged the workforce's diversity. The manager said, "We have identified certain issues within our staff culture and are actively working on them with our team." The provider appointed a culture lead to drive initiatives that embed equality, diversity, and inclusion. Despite establishing a council for diversity and inclusion, no members from this service were involved.

We observed policies and procedures designed to maintain equality, diversity, and inclusion. The provider expressed a strong commitment to these principles and values, emphasising their commitment to workforce wellbeing. They had developed a set of principles in which equality and inclusion were core components, these needed embedding in the service.