KD Healthcare

Everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The registered manager undertook assessments before agreeing to support people to ensure that their individual needs and preferences could be met by the staff team. People's care plans had been developed in partnership with the person, their families and other professionals involved in the person's support. Staff received a thorough induction before supporting people and had their competency checked by the management team. Staff were trained in areas that were relevant to the people they were supporting. Staff worked in partnership with other health professionals involved in people's care and support. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by staff that were kind and caring. Staff understood and respected each person's individual characteristics, likes, dislikes and preferences. People were supported to express their views and be involved in all decisions about their care. People were autonomous and as much as possible, chose the staff team they wanted to support them. Staff respected people's privacy and dignity.

People's care was planned with staff by the person. People's care plans were created by the person based on how they wanted to receive care and support and guided staff on how people wanted their daily routines to be. Staff understood people's unique ways of communicating and knew how to support the person to speak for themselves as much as possible. The registered manager had a clear complaints policy in place and used complaints and feedback as an opportunity to improve the service for people.

Managers and leaders created an open and honest culture for people and staff that was focused on ensuring everyone had the support they needed. The registered manager was passionate about providing support and training for staff to enable them to provide people with the best support possible. The management team consistently reviewed the service through their governance systems and identified ways to improve things for people. People, their relatives and staff were given regular opportunities to be involved in how the service was run by being provided with regular opportunities to feedback on aspects of the service.