Kailash Manor Care Home

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 and relatives were involved in their care plans and reviews. People had access to a range of health care professionals, when the need arose. Feedback from health care professionals was positive about the home and how staff were proactive about people’s health. People and relatives had opportunities to give feedback on a regular basis about the quality of care. This feedback was used to make improvements to the service. End of life care was provided in a sensitive way. People could make plans for the future as this was part of the whole care planning process.

This service scored 75 (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 the care and support they received was second to none. One person said, “I absolutely love it here. It's everything I ever wanted.” Staff knew people well. Most staff could speak people’s first language and they were at ease switching from English to other languages if people addressed them in it. This gave a sense of security to people, whose first language was not English. Care plans had information about people’s life history, and this helped staff understand people better. Other areas of the care plans like communication, mobility, personal care was developed to give staff guidance about what support people needed.

Staff told us they knew people well and used the information in care plans to support people. Staff said they spent time with people to get to know them.

We observed staff interacting with people, the interactions were very respectful, kind and caring. It was clear that staff knew people’s wishes and preferences.

People experienced good care. When their needs changed, they had access to a range of healthcare professionals to help meet their needs.

Staff and leaders told us they made frequent referrals to health care professionals. This helped to ensure they could provide joined up care to people.

We spoke to several health care professionals. Feedback was very positive about the home and how well they managed and co-ordinated people’s care and support needs.

The provider used a multi-disciplinary approach to providing care. This meant people could receive care and support from an appropriate health care professional, who had the expertise and skills to meet their care needs, where this was required.

People were given information when they first moved into the home. In addition, information was available whenever people needed it.

Staff and leaders provided information in different languages to people using the service so they understood the service being provided. Relatives could also access care notes and information online remotely if they wanted this option. This helped them to keep up to date about their relatives care and support.

Documents and information about the service could be provided in different formats and languages to people if they needed these. People with sensory needs could also access information that met their needs for example a menu was printed using large print if this met the person’s needs.

People were involved and listened to. A person told us they had staff administer their medicines, however they wanted to have their inhalers close to them. This was facilitated and to support them remain independent. A person explained to us how they were always someone who asked a lot of questions because they wanted to understand everything. They told us how much they appreciated staff taking the time to explain to them everything, so they had an in-depth understanding about their health. They told us this helped them managed their health better.

The registered manager told us that people and relatives had opportunities to meet with them at any time as they had an open-door policy.

The provider gave people and their relatives regular opportunities to obtain feedback about the service from them. Surveys were sent to people to ask for comments on the quality of care. The results were analysed and any areas for improvement were identified and addressed by the provider.

People and relatives told us they had access to health care professionals when needed. For example, residents were supported to attend an in-house ear health service, this enabled people to have their health needs met in this area in their own home.

The registered manager told us that people had equal access to activities and health care.

Everyone we spoke with told us the home supported people to access internal and external agencies when needed. For example, the registered manager arranged for people in the home to have specialist input from an in house trained health champion. The health champion had been trainined to support people who needed ear checks. This helped to meet people's sensory needs.

The provider had an effective system in place to enable people to meet their health care needs. Care records reviewed showed how people had accessed health care providers.

Everyone we spoke with told us they experienced good care. Everyone stated that the home provided them with all that they needed.

Staff and leaders understood the importance of making sure people’s needs were addressed, including their religious and cultural needs. For example, the home had a temple within the grounds which could be accessed by anyone who wished to use it.

The provider had a clear care planning and review system in place. Care records reviewed showed people’s care needs and outcomes were recorded and monitored. Information about people’s likes and preferences were recorded which meant staff had enough information to meet people’s diverse needs.

People had discussions with staff about their end-of life care wishes. These were recorded in people’s care plans to ensure when they were nearing the end of their life staff knew how to meet their needs.

Staff and leaders explained how people were asked about their end-of-life care needs. In one example a wedding was arranged for a person who was receiving end of life care as this was their wish. This shows how the staff supported people to meet their preferences and wishes when they neared the end of their life.

The care planning process in place included end-of- life care plans and advanced decision making. Care records reviewed showed people had been asked for their wishes at the end of their life.