Kingswood Manor

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People told us staff were kind, caring and supported them with the things they needed help with for example, washing and dressing, mobilising and eating and drinking. One person told us, They are all extremely caring and I can’t mention anyone who isn’t caring here”. Another said, “The staff help me to get washed and dressed every morning and I can’t wait for a big mug of coffee and white toast and marmalade….the others only get a small cup, but they know I like a big mug”. People told us staff knew them well and we saw that the level of person-centred information in people’s care plan had been improved to facilitate positive relationships. Staff told us they got to know people not just from their care plans but from their day-to-day interactions with people. We observed staff supporting people. Staff were patient and respectful, supporting people at their own pace. People’s independence was supported with mobility aids and supervision. We heard staff chatting to people about things that were important to them or everyday topics that people talk about when they know each other well. We found however that people’s communication needs were not always fully supported to enable them to clearly express their wishes, feelings and needs. This meant there was a risk that people with these difficulties would not feel fully involved in decisions made or choices made in respect of their care and day to day life. People were happy with and enjoyed a range of activities and events organised by the home’s activities co-ordinators, which help support positive emotional wellbeing.

This service scored 62 (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 were kind, caring and did a good job. Their comments included, “The staff are kind to me”, “The manager is very kind and some of the other staff, they organise things for us to do”, “They are all extremely caring and I can’t mention anyone who isn’t caring here” and “The staff are very kind to my sister in law and know her ways”. The activities staff got a special mention from people using the service as being especially kind and thoughtful.

Staff spoke about the people they care for with genuine warmth. It was clear they had developed positive relationships with people and their relatives.

Partners provided no feedback in this area.

We observed staff supporting people throughout the day. All interactions were positive and caring. We heard staff chatting to people about things that were important to them or everyday topics that people talk about when they know each other well.

People told us staff knew them well. Their comments included, “The staff help me to get washed and dressed every morning and I can’t wait for a big mug of coffee and white toast and marmalade….the others only get a small cup, but they know I like a big mug”, “She has a good relationship with the staff…they moved her room to a much bigger one which is better for her being in a wheelchair” and “The staff seem to know what they’re doing and on the whole they are very nice”. People had access to individual and group activities that met their social and recreational preferences. People told us they really enjoyed the activities on offer. Their comments included, “There are things going on like a singer later today. I like to play games on my computer, and I read and watch my TV”. “The lady who organises the activities is great and she does all kinds of other things like doing my hair” and “The man that does activities a few days a week is so kind to me and takes me round the grounds in my wheelchair and we go out to and olde world pub and have a coffee…last week we went out into the garden and the man that cleans played music and we sang along in the sunshine and took our drinks out which was great”.

Staff told us they had access to information on people’s individual preferences and wishes. They also said they got to know what people liked and didn’t like during people’s day to day support and by getting to know them. An activities co-ordinator told us for people who were unable to participate in group activities, they organised personalised one to one sessions so they were not left out.

We observed staff treating people as individuals and with dignity and respect.

There were systems in place to ensure that information about people’s personal preferences and wishes were gathered at the assessment stage and throughout their treatment journey. This ensured staff knew what people liked and did not like when their care was provided. This helped staff understand the people they were caring for, and helped them foster positive relationships.

People’s independence was promoted in the delivery of their care. People’s relatives and visitors were able to visit without restriction. People’s ability to independently mobilise was supported by access to mobility equipment such as walking aids. People’s communication needs however were not always fully supported to enable them to clearly express their wishes, feelings and needs. This meant there was a risk that people would not feel fully involved in decisions made or choices made in respect of their care and day to day life. People were happy with and enjoyed a range of activities and events organised by the home’s activities co-ordinators.

Staff told us that people were able to live their life as they wished in the home. For example, they could spend their time how they wished, get up and go to bed when they preferred, had a range of activities to choose from and plenty of food and drink options.

We saw that people lived their lives how they wanted to, without unnecessary restriction. People daily routines were supported, and we observed people given choices over their care, mealtimes, and daily routines.

Records showed there were processes in place to ensure people’s personal care preferences and daily routines were respected.

People told us that staff came quickly when they needed help. They told us that if they became unwell, they saw a doctor without delay. People told us they were treated with dignity and respect.

Care staff told us they did their best to meet everyone’s needs. They were able to describe the immediate action they would take to prevent avoidable harm in the event of a fall or if a person became unwell. Records showed that care staff responded to people’s immediate needs appropriately, escalating any concerns to nursing staff or the manager appropriately.

Care staff were responsive to people’s needs and supported them patiently. People’s immediate needs in respect of health conditions and medicines were not always responded to appropriately or in a safe way.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.