Life at Kensington Care Home in Northallerton

North Yorkshire has an ageing population, with more people living longer and needing support in later life. This is particularly true in areas like Northallerton and the wider Hambleton district, where there are higher numbers of older residents than the national average.

As demand for care grows, services are under increasing pressure. Around 17,000 people work in adult social care across North Yorkshire, and like many areas, services face ongoing challenges around staffing, demand and supporting people with complex needs.

Against this backdrop, it is important to understand not just whether care is being delivered, but what it feels like to live in these services day to day.

Healthwatch visited Kensington Care Home in Northallerton to hear directly from residents, their families and staff about what day to day life is really like.

These visits are not inspections. They are about listening to people’s experiences and sharing what we hear to help improve care.

This visit brings together the views of residents, their families and staff, alongside what we observed on the day.

What is working well

Kensington Care Home made a positive first impression. The environment felt clean, well maintained and welcoming, with a bright and modern feel.

Residents’ rooms were personalised, and many people said having their own belongings helped their space feel more familiar.

Staff were consistently described as kind, caring and attentive. We observed warm interactions and a good understanding of residents’ needs.

Most residents appeared comfortable and well cared for, and people spoke positively about the support they receive. Communication with families is also well established, with regular updates and opportunities to stay in touch.

What could be improved

While feedback was generally positive, people also shared where things could work better.

Food was one of the main areas raised. Although most felt their needs were being met, many said meals lacked variety and could be improved.

Activities were available, but did not always suit everyone. Some residents said they would like more personalised activities, more one to one interaction, and more opportunities to get outside.

A few residents spoke about feeling lonely at times, which suggests more support with social interaction could make a difference to daily life.

There was also a sense that staff are often busy. While people spoke positively about staff themselves, some said they sometimes had to wait for help, particularly at busier times.

What happens next

We have shared our findings and recommendations with Kensington Care Home.

At the time of publishing, the care home has not provided a response.

The report has also been shared with the Care Quality Commission, North Yorkshire Council and Healthwatch England.

We will continue to share what people tell us about care services across North Yorkshire to help improve care.