Kemfa Services Limited

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

We did not look at all quality statements for Caring at this assessment. The service was caring. This rating uses some scores from the previous assessment. During our assessment we found people’s independence, choice and control over their support was limited due to waiting on care workers to arrive.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We received mixed feedback from people about their experiences. For some people their independence, choice and control over their support was limited due to waiting on care workers to arrive. Feedback from people included, “They (care workers) come when they’re ready. The schedule is all over the place, I work around it, but it is very inconvenient.” Another person said, “I have no social life. I don’t know what time they’ll turn up. I have complained to management but feel ignored.” A relative said, “They come too late in the morning and again too late in the evening. We have complained and it changes a bit then goes back to being wrong again. Other times they come at 6 in the evening to get ready for bed, it’s too early.” Another person said, “Everything is done to the best of their ability and management are pretty on the ball.” One person said, “I am treated with dignity and respect.”

The provider did not have an effective system to ensure people’s independence choice and control over their care and support was promoted. People did not always receive care at a time of their choice.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Leading to our assessment we received concerns staff were made to work long shifts without enough time between shifts to rest. During our assessment we received feedback from one person who shared concerns for how staff were treated. The providers call data showed carers were allocated back-to-back care visits meaning staff worked up to 15 hours in one shift. We found not all staff had regular supervision. Some supervisions identified a need for further training, however it did not detail what the training was or if it was given. We contacted staff who told us they were happy working for the provider, and they felt supported, and they had adequate rest time between shifts. The data we analysed showed staff having days off and shorter shifts as well as longer shifts. The registered manager told us that they learnt from a staff survey that some staff felt they were not listened to by management. The registered manager told us they had listened to staff but had not given staff feedback and they were learning from this.

The provider was asked to share with us staff feedback they had gathered to demonstrate partnership working or how the provider values the views of the staff team. However, the provider did not share evidence of staff feedback with us or how they had analysed staff views to make improvements. The registered manager told us a survey had been sent to staff and they would be listening to staff more because staff know people best. The registered manager told us staff had one to one supervision and the opportunity to speak up, however we found not everyone had regular supervision.