Kemfa Services Limited

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

We did not look at all quality statements for Responsive at this assessment. The service was not always responsive. People were not always at the centre of their care and support. People were not always listened to.

This service scored 61 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Care plans were not always person centred. People’s care plans did not fully reflect their physical, mental, emotional, and social needs, some lacked detail about people’s preferences, while others had more detail. A relative said, “I was involved in the care plan. I can’t remember what it says but it’s all ok.” Another relative said, “I was involved with the care plan, and it is followed as it should be.” People were not always placed at the centre of their care. People told us they were not always informed about changes to their schedules.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider did not have robust systems in place for an inclusive culture built on listening and involving people. The registered manager acknowledged this and said, “We have started taking more time to talk and listen to people. Listening to people is now more important to us. We have started quality calls, and these are being documented. Sometimes we do home visits. We try to match home visits to times carer’s are going in so we can observe their conduct.” The registered manager told us surveys are sent twice a year, however when we requested to see feedback received the provider did not share this with us.

The providers systems were not sufficiently robust to monitor the effectiveness of staff providing care calls when people need it. There were multiple complaints of lateness and people did not always get their full duration of call time.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider did not have systems in place to ensure they know people’s end of life wishes. We reviewed 6 people’s care plans where the end of life wishes were recorded as ‘not discussed’.