Kando Care Ltd

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's diversity was considered and promoted within their care. Protected characteristics such as disability, ethnicity and religion were considered in the assessment process. People told us they were treated and respected as individuals and that staff respected and listened to their preferences. People received person centred care that supported their social needs, and interests. People were encouraged to feedback on the service provided.

This service scored 21 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff listened to and respected their wishes on how they wanted to be cared for and what was important to them. This included decisions in their care and support. A person said that staff, “Very much respect my privacy and choice.” A relative confirmed, “They did have a meeting with us last November when we went through everything and put the care plan together and they asked what we wanted.”

Staff understood the importance of supporting people in line with their individual needs and wishes. The registered manager talked through how they would gather this information. They said, “(We) get the basic details, make contact with the person, make an appointment, go, and do the care plan, draft it up, do the risk assessments, take a folder. We don't know what we might come across, perform risk assessments, sort out on [computerised record] system, sort out [staff], then complete reviews and audits periodically.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were asked to feedback on the quality of the service provided to them. People’s protected characteristics including disabilities, and cultural and religious wishes were sought during their pre assessment when new to the service. This was recorded in people’s care records to guide staff. People told us staff listened to their wishes and supported them as individuals. This included their wish to be only supported by staff of a certain gender. A person told us, “I ask for female (staff) and (now) only sent females, I started with a man but wasn't happy so now only females.” A relative talked through how staff supported their family member to attend religious services.

Staff understood the importance of respecting people, to help make sure there were no inequalities in the persons experience at the service. A staff member confirmed, “You show respect as in the individual cultures and respect what they want.” The registered manager told us how they were continuing to ensure staffs’ communication skills were good. This would help maintain and promote people’s voice. They told us, “Well down the road is RNIB (Royal national institute for the blind), we can also produce documents in large font, also the Royal deaf society is nearby and one [staff member] has started a sign language course.”

People’s protected characteristics including disabilities, and cultural and religious wishes were sought during their pre assessment when new to the service. This key information was then recorded in people’s care records to guide staff on the importance promoting and maintaining people’s individual and cultural preferences. However, records throughout the service were not always to the standard required.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.