Kensington Home Care

People were kept safe and protected from bullying, harassment, avoidable harm, neglect, abuse and discrimination. Their liberty was respected and protected in line with legislation. When people raised concerns about safety and ideas to improve, they were listened to and the registered manager took action. The registered manager had a strong awareness of the areas with the greatest safety risks. They ensured there were enough skilled people to meet people's basic needs. They recognised the potential risks to people caused by some late calls, the need to improve staff understanding of basic meal preparation and better communication with people.

People experienced good health and wellbeing outcomes because their needs were assessed from the outset. Their care, support and treatment reflected these needs and had regard to any protected equality characteristics. The service work well with people, who were at the centre of their care package. The registered manager led an office team who wanted to continually improve the service and be mindful of best practice. Consent was factored in to care planning but people’s experience of their consent being sought was mixed.

People were mostly treated with kindness, empathy and compassion. Their privacy and dignity was respected. Their preferences and choices were mostly respected, although they did experience some difficulties in staff being able to understand and communicate some basic information regarding their choices. People felt able to retain their independence.

Care planning put people's needs at the centre of how care was planned and delivered. Staff understood the health and care needs of people and responded well to involve external professionals when needed. People were supported to access care in ways that met their personal circumstances.

The registered manager and office team had developed a positive culture which embraced change and improvement. They understood people’s needs and were responsive to feedback and the need for improvements in certain areas. They had overcome a range of challenges since taking over the service and built strong links with external partners.

There were effective governance and management systems in place to monitor and reduce risk, and to find ways to improve the service.