Kibblesworth

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• 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 was the first inspection for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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. A relative told us, “Care plans for [person’s name] are created with input from myself and my sister, this is undertaken with support and input of the manager. Our discussions are then integrated into [person’s name] care plan to ensure they are kept safe and well.” Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. We discussed how to enhance the care records with the inclusion of more information about people’s life history.

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. A professional said, “I have a good working relationship with the team, and regularly have contact with them, and we work collaboratively to enhance the recovery of the cohort of patients. They are open and honest and come across to meet the patients and their families to ensure that they can meet the needs requested by the specialist team in the local hospital.”

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and way they could understand. Communication plans were in place. Care staff told us they had information about, and understood people’s communication needs. We observed staff effectively support people to fully express themselves.

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. A relative said, “From time to time there have been instances when it has been necessary to raise issues directly with the manager; although not many. These are always dealt with efficiently and with [person’s name] best interest and safe keeping at heart.”

The service made sure that people could access the care, support and treatment they needed when they needed it. Discussions with staff showed they understood how to access specialist health or social care support people might need.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured the healthcare needs of those living with an acquired brain injury or degenerative neurological condition were fully considered and met.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. Where people wanted to discuss their end of life wishes, these were included in the care records and were person-centred. People, relatives and professionals discussed a lot of exceptionally good practice around assisting individuals plan for changes in their lives whether this was moving to a more independent living environment or dealing with how to manage their degenerative conditions. The staff discussed recent occasions when people had reached the end of their lives where they had ensured individuals received the best possible care. For example, staff had regularly visited people in hospital, made it possible for individuals to die at the home and had sat with one person when life support machines were turned off. They had then hosted memorial events and ensured the people at the home were involved in organising these. A person told us, “When my best friend here died suddenly staff were brilliant and really helped me get through it. We now have their photo up in the lounge and it gives me comfort.”