Understanding Our Referral and Onboarding Process
Karuna Care London is being developed as a carefully planned service, not a quick placement option. We want every move into the home to be safe, well considered and genuinely in the best interests of the person involved. To achieve this, we use a structured referral and onboarding process that is transparent for families, professionals and, most importantly, for the individual who may come to live with us.
This process is designed to work in partnership with local authorities, health professionals and families, and to ensure that no placement goes ahead unless we are confident that we can meet the person’s needs safely and appropriately.
Step 1: Initial enquiry and information sharing
Most referrals will begin with an enquiry from a local authority social worker, care manager or placement officer, usually after a Care Act needs assessment has taken place. At this stage we will:
- Confirm basic eligibility (age, type of need, funding route)
- Explain the kind of service we provide and the people we are designed to support
- Request relevant documentation, such as assessment reports, care and support plans, risk assessments and medical summaries
Families or representatives who contact us directly will be given clear information and signposted to the appropriate adult social care team so that assessments and funding discussions can be coordinated properly.
Step 2: Initial screening and suitability check
Once we have the initial information, a senior member of the team will carry out a desk‑based screening to consider whether our home is likely to be suitable. We will look at:
- The person’s primary needs (for example, personal care, mobility, supervision, emotional support)
- Any significant risks (falls, confusion, behaviour that challenges, physical health concerns)
- Environmental compatibility (for example, need for level access, ground floor room, specialist equipment)
- Whether our staffing model and facilities appear adequate for their needs
If, at this stage, it seems clear that we cannot safely meet the person’s needs, we will say so honestly and explain why, so that the local authority can consider more appropriate services. If the referral looks potentially suitable, we will move to a more detailed assessment.
Step 3: Pre‑admission assessment
The pre‑admission assessment is a key part of our process. It allows us to understand the person, and it allows them and their family to understand us.
A Manager or designated assessor will arrange to meet the prospective resident, usually in their current home, hospital or care setting. Wherever possible, we will also invite them, and if they wish their family, to visit Karuna Care London to see the environment and meet key staff.
During the assessment we will explore:
- Daily routines (sleep, meals, personal care, interests)
- Health conditions, mobility, communication needs and medication
- Emotional wellbeing, behaviour and any known triggers or anxieties
- Social and cultural needs, including language, faith and important traditions
- What “a good day” looks like for the person, and what they most want to avoid
With consent, we may also speak to family members, existing carers or professionals to build a full picture. The aim is to decide together whether our service is a realistic and safe option.
Step 4: Joint decision and funding approval
Following the assessment, we will share our findings with the referring social worker or care manager. At this stage we will confirm one of three outcomes:
- Suitable in principle
We believe we can meet the person’s needs safely, subject to funding approval and final planning. - Potentially suitable with conditions
We can offer a place if specific equipment, adaptations, staffing adjustments or specialist input can be arranged. - Not suitable
The person’s needs fall outside what we can safely manage, for example due to the level of nursing care required or significant risks that cannot be mitigated in our setting.
If our view and the local authority’s view align and a placement is agreed in principle, the local authority will proceed with any internal funding or panel approvals. We will provide clear information about our fees and the support included, to support their decision‑making.
A final decision about admission is made jointly by the local authority, Karuna Care London, and, crucially, the individual and their representative.
Step 5: Preparing for the move
If a placement is confirmed, we will work with the resident, their family and the local authority to plan the transition in detail. This will usually include:
- Confirming the room and any required equipment or adaptations
- Finalising the care and support plan, including night‑time arrangements and risk management
- Agreeing medication arrangements and GP registration
- Planning transport and the timing of the move
- Providing written information about what to expect on arrival
- Offering one or more introductory visits, where possible, before the moving day
We recognise that moving into a new home can be stressful and emotional. Our aim is to make the process as calm, predictable and respectful as possible, at a pace that matches the person’s needs and the circumstances of the move.
Step 6: Onboarding and settling in
On the day of admission, staff will greet the resident and their family or representative, show them to their room, and support them to settle in. Early priorities include:
- Making sure the resident feels welcomed and knows who is who
- Checking comfort, pain levels, nutrition and basic needs
- Ensuring medication is correctly received and recorded
- Introducing key staff and other residents gradually, at a pace the person can manage
- Confirming immediate preferences (for example, food, routines, how they like to be addressed)
The first few weeks are treated as a settling‑in period. During this time, staff will observe how the resident is managing, how they are interacting with others, and whether the care plan needs any adjustment. Family and professionals will be encouraged to provide feedback about how the person is coping with the transition.
Step 7: Early review
Around six weeks after admission, we expect to hold a more formal review, involving:
- The resident
- Their family or representative (if they wish)
- The social worker or care manager
- Key staff from Karuna Care London
This review will look at how the placement is working in practice, what is going well, and what needs to change. Care plans and risk assessments will be updated in light of experience, and future review dates will be agreed.
Our intention is that onboarding does not end on the day someone moves in, but continues until the resident, their family and professionals are satisfied that the placement is stable, safe and genuinely supporting the person’s wellbeing.
Regulatory status
Karuna Care London is currently progressing through registration with the Care Quality Commission (CQC) and is not yet open to residents. The referral and onboarding process described on this page reflects our intended practice and will be implemented once CQC registration and all necessary approvals have been granted.