It is how we care that matters

Happiness is a basic requirement most of us would expect our living environment to provide. However, as all of us are unique, many of us find comfort in different things from one another. It is very important that these are identified and evident in the home right from the start to provide peace of mind.

Our History

From humble beginnings, Kingsley Healthcare was founded in 1999 by Daya Thayan, our CEO, and his wife. Kingsley has now become a successful and innovative care provider, with over 1000 staff providing care for more than 700 residents across the UK. Named as one of the ‘FUTURE 50 companies in Suffolk’, Kingsley plan to expand while aiming to remain a mid-size, reliable care provider.

Caring for the community

Not only do we care for our residents and staff, we also care about our wider community. We care about children, teenagers, the elderly and vulnerable adults, and always find opportunities to assist in local projects. To find out about the projects we have been involved in, click here.

Meet the Team

We carefully select all our staff including our head office team, who are passionate about care-giving and play a significant role behind the scenes to ensure a smooth delivery of care across the group. Kingsley are happy to have won ‘Investors in People Silver Award’ and we are now working towards achieving the Gold Award. We are proud to employ staff of 34 nationalities from 21 different countries, and each and every one of our staff knows they have equal opportunities to grow within their profession.

The Kingsley Way

All our homes have their own unique attributes with a warm and friendly community that thrives within them. We promote our core values of security, friendship, professionalism and independence in all of our homes and do not accept anything less than the highest standards of care.

We want our residents and their loved ones to feel welcome in the home at all times, which is why we offer 24-hour visiting. Each home also creates its own bi-monthly newsletter, which enables family and friends to be updated and involved with the home.

Our approach to care

Understanding people

In general, life works well when full understanding is achieved between people. At the heart of mutual understanding and, of course, real care is communication: talking and listening. We listen to residents so that we can truly understand their needs and wishes. Communication is at the heart of Kingsley.

Our aim is to go beyond most organisations’ approach to person-centred care. We take the time not just to understand a resident’s care needs, but to know them as a person and support them in a way that makes them feel comfortable and happy.

Good people are the key to great care and all of our staff are highly trained. We are careful in our selection process and only choose those who are kind, caring, ambitious and keen to improve their daily performance. Our staff know that their performance directly influences the wellbeing of another human being; the more they help others, the more job satisfaction they will receive through rewards, recognition and career progression.

We take care to preserve the dignity of all residents in all situations. Everyone deserves respect for who they are and what they have done. We recognise their contribution to society and that they have usually taken care of many others along the way. This is their time for someone to truly care for them.

We encourage the personal independence of all residents. Through gentle encouragement and the promotion of activity we focus on what can be achieved rather than what can’t. We offer choices so that freedom is felt by our residents.

Person-centred Care

Here at Kingsley, we believe whole-heartedly that person-centred care is the best way of providing care to our residents.

Our description of person-centred care is that it is a holistic approach focusing on each resident’s unique qualities.

Key points to this include:

  • Looking to the individual first and their specific care requirements afterwards
  • Taking time to understand the individual’s own personality and the story of their personal history
  • We aim to encourage the kind of social involvement and activity that brings out the best in an individual

Examples of person-centred care in practice:

  • Helping residents do as many things for themselves as possible
  • Foster an atmosphere built on freedom not control
  • Allow the resident to feel part of the community and carry on with life-long hobbies and interests
  • Be a friend and, where possible, work together rather than seeing tasks to be carried out
  • Allow choice and flexibility wherever you can – some routine is necessary but this need not be rigid
  • A home that allows the residents to feel safe and secure both physically and emotionally

In a Kingsley Home we see that everyone within it is part of the Kingsley Family Unit, this means that the daily life within the homes are shared and supported with each other. This creates a close knitted work/living environment.

Our staff members dine with the residents, which creates a very homely atmosphere for all. Mealtimes always create a buzz around the homes and the dining rooms are a hive of activity. We always encourage our residents to eat together, but should they wish to have their meal in the comfort of their own room, this is quite acceptable too. The saying that, ‘food is the way to the heart’ certainly rings true in all of the Kingsley homes. What you eat is very important to both physical and mental wellbeing, so while we wholeheartedly believe in healthy, balanced and homemade food, we also have a soft spot for a good jam roly-poly or spotted dick.

All our home kitchens have dedicated catering teams who produce tasty home cooked food. We take training and cleanliness very seriously and all the staff have achieved their food standard qualifications.

We serve three main meals a day and snacks as and when our residents wish. Residents always have a choice when it comes to meal times and the menu itself changes on a regular basis, always with the residents’ input. We also cater for any of our residents’ individual food requirements.

Activities and days out are an important part of living in a Kingsley home. Activities are varied and every resident is encouraged to take part in day- to-day activities, whether that is helping to sort the laundry or laying a table ready for lunch.

Alongside the more routine activities within the home, staff will endeavour to find residents’ passions and will put together activities to reflect this. We have residents who like to grow their own vegetables, some enjoy visiting the local shops and cafés, whilst others knit and enjoy watching films. All group activities are, of course, optional and it is down to the individual resident to choose whether they want to be involved.

It goes without saying that all our staff are trained to a high standard to enable them to do their job to the best of their ability. Whilst qualifications and certificates are very important, we believe in the all-round development of our team. With this in mind we have an established training programme which focuses on the communication and understanding skills we believe are vital in any care role.

Supporting our own provision to improving levels of care for people living with a dementia within Kingsley homes, we have worked with some of the country’s leading dementia and vulnerable experts to develop our Kingsley Strategy.

This work is part of Kingsley’s ongoing investment in our Dementia Care Strategy. The strategy enhances the culture of care; delivers a true and meaningful person-centred approach; nurtures staff and enhances the internal and external environments of the care homes.

Kingsley believes in continuous training and professional development for all our staff. We are proud to have achieved Investors in People - Silver status, which shows we are an organisation that takes the welfare and wellbeing of its staff team seriously.

We serve three main meals a day and snacks as and when our residents wish. Residents always have a choice when it comes to meal times and the menu itself changes on a regular basis, always with the residents’ input. We also cater for any of our residents’ individual food requirements.

The art of being the person centred


Welcoming, Individuality, Nurturing, Guidance, Sensitivity

We are committed to providing the best possible outcomes for people living with a dementia and their families. We achieve this through our WINGS (Welcome, Individuality, Nurturing, Guidance and Sensitivity) philosophy of care.

“I know and see daily the challenges and suffering a dementia can bring. I also know and see daily the beautiful joys and learning it can bring, to those experiencing it and those that care for them. My perception of dementia holds both the challenges and the joy, they are not mutually exclusive.” - Kyrié Sue Carpenter

The ‘WINGS’ programme is the Kingsley approach to caring for those with dementia. WINGS stands for the 5 key principles all Kingsley staff must action when caring for someone with dementia, they are; Welcoming, Individuality, Nurturing, Guidance and Sensitivity. This approach is embedded and adhered to within all our Kingsley care homes and practiced on a daily basis. It encourages all staff to acquire a comprehensive understanding on dementia and how to effectively communicate with those who have dementia, with the aim to nurture the person behind the illness.

All Kingsley Healthcare staff, even the home maintenance team, are given our exclusive training pack, supported by the Home managers and head office team, who are readily willing to help answer any questions.

Quite simply for quality control. We want to provide the best experience to our residents with dementia and believe this starts with the people who look after them, what they understand and how they communicate.

We monitor our quality of care through observing the daily living experience for people in our homes. We have an innovative approach to dementia and our bespoke learning program is designed to ensure that the person with a dementia is at the heart of everything we do. All of our homes are designed to be dementia friendly. We listen to the people who live with us, their families and friends about the services we provide.


We aim to understand exactly what the person is experiencing and how their everyday lives may be affected by the illness they have. Wings ensures all residents are assessed and cared for with others that are at a similar stage of their journey. At Kingsley we want people to continue to live a full and varied life as far as is practically possible.

Truly person-centred care

It involves understanding that everything a person with a dementia says and does makes complete sense to them. It is up to us to interpret and make sense of what the person is saying. We help you to make sense of the meaning behind the words and actions of the person and respond to what he or she is trying to communicate. We don’t challenge or correct them, instead we listen and go with the flow letting the conversation take its own path.

Meaningful occupation

Many people living in care homes become bored through a lack of any meaningful activities in their lives. As we all know, people like to be busy and engaged in something that seems worthwhile. At Kingsley we aim to help people feel they still have purpose. Sensory activities are very beneficial in this way for those with a dementia, such as touching, tasting, smelling, seeing and hearing activities.


We do everything we can to enable our staff teams to give 100% every day to the people who live with us and who we care so passionately about. We aim to make sure people continue to have a feeling of wellbeing. Dementia is challenging and frightening; the person often feels vulnerable and in need of reassurance and support.

We accept you the way you are

Many of those with a dementia are aware of the things they can no longer do and loss of memory, logic and communication become a big factor in their lives. As a result of this, the person may become depressed as they feel their achievements and sense of self-worth are reduced. At Kingsley we focus on what a person can do as opposed to what they can’t do.

Right people for right care

WINGS encourages all staff to see past the illness and recognise the individual. To do this we start at the beginning in the recruitment process.

Staff are individually assessed for their manner and personality, we seek out warm, kind and caring individuals who have a natural affinity with our residents. Your smile, your laugh and your touch are what we connect with.

We believe WINGS offers the best type of care available but, to fully understand how good it is, we have looked at what a care home may be like without WINGS care. First and foremost the care would be delivered to patients in a clinical like environment, far more similar to a hospital than a home. As a result, the warmth generated in our homes through the interaction and friendliness of our staff would not be evident elsewhere. We also feel that in homes without WINGS, visitors can often feel unwelcomed but we operate our open doors policy to allow visitors to come and go as they please. More generally the residents may look withdrawn and unhappy in their surroundings, the same could never be said in a Kingsley care home.

Initially, one of our specially trained staff is allocated as the project manager. He or she will visit the home and carry out a ‘baseline assessment’ to evaluate the home’s current performance against the WINGS criteria. Based on the outcome of the baseline assessment the home then does a ‘full assessment’ of all aspects of the home, this includes, individual wellbeing, social interaction between staff residents and visitors, meal time experience and meaningful occupation, also the environment is reviewed. Staffing levels and standards are also audited. All this information is reviewed.

A full copy of the WINGS criteria can be downloaded by clicking here

After reviewing the outcome of a full assessment, each home identifies key individuals who have a passion for Dementia care and these staff form the developing team within the home.

This team will then look at how they plan to communicate with residents, members of staff, friends and family. We understand that communicating effectively and clearly are vital. Another thing we do at Kingsley is speak with the family about the full life history of the resident, helping us to understand each individual’s background. From this the team can then look to match people with similar capabilities and experiences together, in the hope they can build lasting friendships, helping to improve the emotional wellbeing of the resident.

Taking all of the above information together an individual care programme is agreed upon and implemented. This will consist of internal training sessions, staff meetings, supervision, and leading by example from key individuals, starting with the homes manager, and reflected practice.

The home is then visited by the project manager throughout the project and, with our in-house trainers, will ensure that all aspects of the dementia care training is undertaken.

When the home feels that they are ready to be accredited they will contact their project manager. The project manager and other specially trained staff will then carry out unannounced visits and will ensure the WINGS criteria are being met via observations, interviews and a review of documentation before a decision is made to allocate the WINGS Accreditation. Every home that has achieved the WINGS accreditation is subject to continued review and revalidation.

A sign of true person-centred care is that the people living in the home are happy, relaxed and engaged with others and the environment, not bored or asleep sitting in chairs in a circle. A person-centred care home will be calm and staff will respond positively and effectively to the needs of the people who live there. We comfort, help and support people who are experiencing a dementia.

At Kingsley we see all behaviours as a way of trying to communicate – it is about the person’s feelings, not because they are being difficult. We provide understanding, love and comfort rather than giving medication as a way of keeping people calm. It is important for individuals to be able to express their feelings and we try to help people feel they are loved, valued and cared for. Time is spent with individuals to ensure that this happens.

The impact of WINGS on residents is huge, they are treated as individuals in every aspect of daily living, the environment is designed around them. Staff know them as individuals, uniforms and badges have gone and warm faces and smiles have replaced them. Our home in fact should be just like your home.

When a person becomes distressed, that feeling can easily become enhanced and exaggerated if not met with care and understanding. At Kingsley we aim to encourage and support friendships between the individuals living in the homes, and give and receive hugs when needed. This helps individuals to feel part of a team or a family, not alone. We also provide lots of comfort objects such as soft toys and dolls, as many people with a dementia gain comfort from cuddling or holding onto something. This is not seen as childlike but as a way of gaining comfort and expressing emotion such as ‘nurturing’.

Residents are given the freedom of choice and never forced to do something. They are spoken to and not about. They are not controlled, they have freedom to move around the home. The home also makes visitors feel relaxed and not out of place. At Kingsley we understand that a person’s reality cannot be challenged and in fact needs to be approached with acceptance and understanding.

Many conversations to this effect are supported and actioned appropriately. At Kingsley we accept the person for who they are.

We encourage friends and family to gain a better understanding of the person behind the dementia; this in turn enables them to feel comfortable around the person and helps the person with a dementia feel calm and good about themselves.

The impact of WINGS spreads beyond residents to the staff, making Kingsley a memorable place to work. WINGS creates a happy environment that staff enjoy working in, as it allows them to relax and build friendships with colleagues and residents.

Staff are also given the opportunity to have industry leading training, helping them to develop and improve, with the chance to develop an excellent career at Kingsley.

A simple action

A gentleman (who owned a local caravan business) was becoming very agitated as he wanted to leave the care home to go to work. As a home we needed to bring work to him, so approached his family asking them if they would be able to bring one of his caravans to the home and stand outside his window so each morning when he woke up he could see this. This simple action calmed the gentleman and he settled happily into the home.

Getting settled

A gentleman was referred to us by the local NHS as he was not settling in another home locally, and was becoming agitated and distressed.

After a full assessment and placement we worked with the family and other healthcare professionals and managed to alleviate his agitation and distress by building up a caring relationship.

Spring chickens

A gentleman was referred to us by the local NHS as he was not settling in another home locally, and was becoming agitated and distressed.

After a full assessment and placement we worked with the family and other healthcare professionals and managed to alleviate his agitation and distress by building up a caring relationship.

The sound of music

A lady in her 90’s would get irritated by others in the afternoons. She was confused because she thought that Lilac Lodge lounge was her own house, “What are all these people DOING IN MY LOUNGE?” The lady would get very cross indeed. By working with her family and learning that she loved to sing and had a big family, staff began to sit with her in the afternoons, to sing the old songs with her (especially Hymns). This lady loved to talk about her sisters and staff could name them all, in order of who was eldest, youngest etc. (there were 7 sisters, in all). The lady found this comforting and reassuring, it reminded her of where she was from and who she belonged to.

The questions you really want answering…

Choosing a care home is one of life’s most important decisions, and there are questions that we know you need answering. Here are the most common things we get asked. We hope our answers will help you in your quest. If you have any other questions feel free to contact us, we are happy to help.

How do I know that my loved one will be looked after properly?

All Kingsley care homes have stable professional staff group all trained in providing quality care. They understand that all residents are individual and provide a care provision specifically for the individual. We are proud of our many staff awards and certificates, but above all we are proud that our staff really do care.

What makes Kingsley care homes different from other care homes?

Kingsley’s industry pioneering WINGS approach to care is about a change in philosophy which creates a positive culture, focusing on the quality of relationships and guaranteeing quality of life. It’s best summed up by the old saying – ‘Our residents don’t live in our facility – we work in their home’.

My mum loves gardening and being outdoors, she wouldn’t want to be stuck inside, are residents allowed outside?

Most certainly yes, weather permitting. Access to our secure, spacious and well-kept gardens is available at any time for those who are independently mobile and those who have other mobility requirements or require escort are frequently taken out to enjoy the finer weather, if they so wish.

Dad was always so busy. I’m worried he’ll be bored in a home…

We try to gain as much information as possible about our residents, their likes, dislikes, hobbies and past life experiences so that these can be tailored into their care package. A variety of activities are available as well as trips out and visiting entertainment. Dementia often results in a limited concentration span, so all our staff are experienced in providing brief but frequent periods of interaction. For those who retain the ability and express an interest we try to engage them in the day-to-day activities of the home. For example, some of our residents help with the laundry whilst others have brought their considerable experience to assist with our garden. We aim to bring a sense of normality to your loved one’s time here, and encourage them to continue to engage in daily life like they are used to doing.

What if Mum needs someone in the middle of the night? She won’t be left for ages will she?

Each bedroom comes equipped with a nurse call bell and intercom system that we ensure is within the resident’s reach – this sounds a small bell that will summon a member of staff to attend to your loved one’s needs. For those who do not retain the ability to use such an alarm, we would discuss with you both a suitable timeframe for how often a check should be performed to ensure safety and comfort. This may vary from as much as every two hours to sitting in with your loved one, holding their hand and lulling them to sleep if that is what they require.

What about pets?

Just because your loved one now requires more support, there’s no reason they should lose the comfort and companionship that their pet friend can give. We would welcome them to bring their friend with them. Consideration will of course need to be given to the provision of amenities for the pet, as well as how much or how little they are able to look after it.

Can my Nan bring her favourite belongings and personal treasures with her?

Of course she can, and we would recommend it – the more familiar items that she has around the better. Everybody has a favourite chair or item of furniture, and we’d welcome them to bring that as well. Our aim is to make the initial transition to here as easy as possible as moving to a new place can be very disorientating for anyone, never mind someone experiencing dementia. Once they settle in, having their favoured items around them will make it feel even more like their home, rather than a place they are just staying in.

How often do you have health professionals coming in? Are all my relative’s needs going to be taken care of?

Whenever you wish. The home is staffed 24 hours a day. If you used to pop round at 10pm to say goodnight to your Mum then you are fully welcome to do the same here. In fact we’d encourage it. This is your loved one’s new home – you’re as welcome here as you were when they lived in their own house.

How often can I visit my loved one?

Whenever you wish. The home is staffed 24 hours a day. If you used to pop round at 10pm to say goodnight to your Mum then you are fully welcome to do the same here. In fact we’d encourage it. This is your loved one’s new home – you’re as welcome here as you were when they lived in their own house.

Are visiting hours limited?

We have no set visiting hours, the home is staffed 24 hours a day. It is your loved one’s new home - You’re as welcome to visit here as you were when they lived in their own house, with a little notice you can even join them for lunch!

Can I pop in anytime if I want a look round your home or do I have to make an appointment?

Please feel free to look around at any time that is convenient to you. Staff are around at all times of the day and can give you a guided tour of the premises and answer your questions. If you would like discussions with the Manager then an appointment can always be made.

I wish someone could recommend your home but I don’t know anyone with a relative there. Could I speak to a family member or read a testimonial? I always think it’s better to hear things from the horse’s mouth!

Dependant on the time of day you visit there are often other relatives within the home and you are more than welcome to speak with any of them who wish to. To have it direct ‘from the horse’s mouth’ we can also see if any of our more able residents are willing to speak with you – every Kingsley home is their home, who else could give you a better idea of how it is to live here?

There is minimum structure to the day and the staff go with the flow wherever possible, responding to the residents’ wishes as and when they arise. This means stopping for tea breaks when the residents want one, not when they are told they want one.

We truly hope all our homes allow residents’ loved ones to be a key part of their care and feel part of the home. We know that together we can really make people feel at home and help boost their mental and physical health. For us it is about far more than caring for people in a safe and secure environment, it is about allowing individuals to feel fulfilled, relaxed and content in a place they are happy to call home.

A Kingsley Care Home

What would you ideally love to happen next? Let your imagination run wild to create your dream environment. What would you want for yourself or your loved ones?

  • A home in which you can enjoy all the benefits of being in your own home, but with more to enjoy
  • A place where you can have your own things around you, retain your own identity and just carry on being who you are in comfort
  • A home in which you can live how you want, with support and care on hand to make it all easy, safe and enjoyable
  • A home in which you can get up in the middle of the night and watch old movies, get a midnight snack, and sleep as late as you like
  • A place where your family can visit whenever it suits, and you have helpers who are friends around you all day every day to help remove the stresses or strains, so you can simply relax and enjoy it all
  • A place where if you want a little bit of peace and quiet, you’ve got it, or if you want to enjoy having a few people around you, you’ve got that too
  • A place where you’re valued, safe, respected, understood, supported and can stay in control of your own life
  • A place where if you forget things, it won’t matter as someone else will remember
  • A place where you don’t have to worry about a thing…

Sounds good? Then let us tell you more…

Not all care homes have to be how we imagine a stereotypical care home to be; we pride ourselves on providing both care and a home. Often in care homes the main focus is for people to be only physically safe and secure, and this can override the need for a person’s emotional well-being. If you visit a Kingsley home you may not find our staff wearing uniforms and badges; instead they pride themselves on being a part of the family within the home. You might be surprised to see a relaxed atmosphere with staff and residents talking freely and sharing stories.

Many people are at first confused when they see residents getting involved in the daily tasks (such as dusting, polishing, laundry etc.), but we believe that everyone should have the opportunity to be busy and engaged in something worthwhile – to belong. Residents in our homes seem busy, with a meaningful and valued occupation. It is clear that residents are part of the home and enjoy being involved with the carers – clearly strengthening the bond between them.

When you walk around a home it should feel like a home, maybe even at bit untidy at times. You will notice interesting items and boxes of items, or as we call them, ‘stuff boxes’. Sensory activities, which allow residents to touch, taste, smell, hear and see are often beneficial to those with a dementia, being easier to comprehend than thinking activities.

The walls are likely to be brightly coloured and the residents’ doors often have vibrant name plaques on them.

Commitment to Best Practice

At the heart of best practice is the idea that we are fascinated in being ‘the best’ and that we value the development that this entails. It is our commitment to continuous improvement and to promote positive culture change across the industry.

Clinical Governance

Kingsley Healthcare has a robust approach to clinical governance. We have a dedicated team of individuals who are in place to ensure we are maintaining the highest levels of care throughout our homes up and down the country.

Working with Care Regulators

We work closely with the care regulatory services for elderly people. The Care Quality Commission (CQC) regulates and inspect our services against a set of national standards.


We believe strongly in having honest and open communication, and we always welcome feedback from residents, family and friends alike. We are constantly striving to improve the services we offer, and believe communication is fundamental to this.

Complaints Procedure

We take all complaints seriously and have put a procedure in place for dealing with complaints to make sure they are dealt with thoroughly and professionally.

For more information and to obtain a copy of our formal complaint procedure please contact any of our home managers.


  • Kingsley Healthcare has a central head office designed to help individual homes with the support they need to deliver quality care
  • The central head office team helps home managers with financial, operational and administrative support.
  • Operational managers, the head of service quality manager, peripatetic nurses and the board of directors all work together to give the required leadership and direction towards achieving excellence in care for all the homes.

Managing Homes

Within each care home, we have a Home Manager who is responsible for the running and management of that home. We take great care in appointing this individual, as we understand the level of responsibility needed within the role, and we are confident all of our Home Managers go above and beyond expectations.

CQC Care Quality Commission Gold Framework National Care UK WINGS Kingsley 15 Years Anniversary Investor Awards Norfolk Awards Great British Care Awards Recommendation Suffolk Future 50 ENRICH Dementia KITE Dignity Care Six Steps to Care