Kirkella Mansions Residential 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

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People, and their relatives where appropriate, were fully involved in all aspects of their care. People told us they received personalised care from staff who knew them well. One person told us, “Staff know me well, they know how to look after me.” A relative told us how staff had noticed little changes in their loved one, had discussed and implemented suggestions with the relative which had resulted in an improved experience for the person. The relative said, “[They] cater to individuals.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People received care which supported their diverse health and social needs. For example, when a professional made an unannounced visit to see a person and that individual was having lunch, staff politely asked the professional to visit after they had finished their lunch.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received regular information about their care in the most appropriate method for the communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. A relative told us, “I never fear speaking to the manager. I can always ask a staff member and it’s done immediately.” A staff member told us, “I can say I’ve got a suggestion and [registered manager] listens to me there and then, and we can have a talk about it.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People received support based on their needs, without any barriers or discrimination.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Staff understood and respected people’s equality and human rights.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were well-supported to make decisions about their future. People’s wishes were respected. The service had provided support to relatives during difficult times and staff understood how to provide good end of life care.