Kitec Supported Living

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 received personalised care that was tailored to meet their individual needs and preferences. Staff knew about people’s preferences and wishes and treated everyone as an individual. There was good collaborative working with other agencies and staff supported people to make choices about their care. Staff ensured they communicated and shared information with people in a way they could easily understand.

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 received personalised care that met their needs and staff constantly looked for ways that would improve people's lives, health, and wellbeing. For example, when a person was offered a care package their lifestyle, hobbies, cultural and mental and physical needs were always considered. Then they were matched with compatible staff who would be able to offer them the support they required. One person told us, “The carers know me and my routine well. My care is very person centred and its exactly what I want and need.” A relative commented, “This is the best and most personally tailored care my [family member] has ever had. The care is all about [family member]. The staff can’t do enough. They look after me as well and make sure I'm alright.”

The service supported people to live well and strive towards independence, especially those living with mental health needs. Care and support plans included a range of personalised information about people, their history, and personal interests. One staff member informed us, “We make sure we record people’s choices and preferences of how they want to be supported. We do regular key working where people have the opportunity to discuss any concerns they may have around their support, daily living and activities within the community, medication, relationships including with their families or anything else that may concern them.”

People received well-coordinated and consistent care from staff who knew them well. One relative told us, "[Family member] gets the same carers which is very important, so staff get to know them which is exactly what [family member] needs. It means they don’t get anxious and distressed.”

Staff told us they were given clear guidance and training around how to support people, recognise changes in their needs and when to contact external healthcare professionals. Staff were able to discuss the processes in place to ensure up to date information in care records would accompany people to hospital to facilitate continuity of care when accessing other health services. For example, admission to a hospital. A staff member informed us, “Information would go with the person when they go to hospital. Our clients have a hospital pack that provides all the information hospital staff would need.”

Health and social care professionals confirmed there were regular meetings with staff from Kitec Healthcare Services to ensure people were supported holistically and in line with their identified and changing care and support needs.

We saw evidence that the provider had referred people to various health care teams when people’s needs had changed, and they needed extra support. This meant appropriate health care professionals, who had the expertise and skills to support people would be involved in people's care. Care and support needs were detailed within people's care plans and there was information about the external healthcare professionals involved in their care. People had a hospital pack that provided information for hospital staff about all key areas of a person’s care and other health specialists involved.

People told us they received information in a format, which suited their needs. A relative told us, “[Family member] is given information with pictures on. I know the staff help them to understand things that are going on.” One person with a hearing impairment had been supported to have a visual fire alarm where the provider worked with the fire service for advice. They also supported them to have the the loop system, which is a wireless sound system that helps people with hearing aids hear sounds more clearly.

Staff were aware they could provide information in different ways and tailor these to suit people’s needs. One staff member told us, “We always involve people in their care. If they are struggling to understand we can help in different ways, for example, we can make documents in large print or easy read or we can sit with people and go through things together.”

People’s communication needs were thoroughly assessed before a care package commenced. Care plans contained information about how they communicated, and if any communication aids were required. The provider had considered people’s communication needs. People's care plans contained information about how they communicated, and if any communication aids were used. Policies and procedures were in place in relation to the Accessible Information Standard (AIS) and The General Data Protection Regulation (GDPR). The provider utilised various assistive technologies to enhance communication, including text-to-speech software.

People felt involved and listened to. Both people and relatives felt able to raise any concerns they may have and knew they would be acted upon appropriately. One person told us, “I can complain to any of my carers. I know they will take my worries seriously.” A relative commented, “I have never had to complain, but I would go to [provider] if I wasn’t happy.”

Staff received regular supervision and staff meetings took place to allow staff to share their views about the service, including any ideas they may have for improvements or changes. Staff told us that they regularly gathered the views of people through daily conversations, to encourage them to express any concerns or wishes they may have. The provider and the team leader were able to describe the actions they took to address and improve outcomes where complaints and other concerns had been raised.

The provider had systems in place to review the care and support people received. Quality assurance calls, spot checks and twice-yearly surveys were completed to seek feedback from people. A rota of supervision demonstrated staff received regular formal support where they could raise concerns or new ideas. A complaints procedure was in place and there were effective processes to make sure any concerns were investigated, and lessons were learnt from them. The provider valued any feedback they received as they wanted the service to be constantly improving.

People were able to access care, treatment and support when they needed to and in a way that met their preferences. One person told us, “The staff support me to my clinic appointments. I like to have a staff member with me because it puts me at my ease and reduces my anxieties. The staff know this about me and are always there to support with appointments.” People told us they were involved in decisions about all aspects of their care and free to be themselves, without fear of discrimination.

Staff feedback suggested they understood the right for people to be treated fairly and for their individual needs to be met. For example, staff were aware of the potential impact of discrimination against people with mental health needs and those with addictions. One staff member told us, “The people we support have different needs, and some need more or different types of support than others. We always look at how people want their support to be.” Staff told us they received training in equality and diversity and described a positive culture that supported people to be involved in decisions about their care.

Health and social care professionals confirmed the service made timely contact with them to review people's care and support needs.

The provider worked closely with partner agencies to encourage good equity in access for people using the service. Processes and policies were underpinned by relevant human rights and equality law, and best practice. The staff team completed training covering topics such as safeguarding, the Equality Act, and the Mental Capacity Act. Staff worked with people, those close to them and other professionals to make sure people received additional support they needed in relation to their protected characteristics.

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.

We did not discuss this aspect of the service with people or their relatives.

Staff undertook training to understand about providing care and support at the end of people’s lives.

The registered manager discussed and ensured any specific wishes and needs were recorded as part of people’s care plans and future wishes.