We have a structured, step-by-step process for referrals and new admissions. This ensures that every placement is handled thoroughly, with care and attention to detail at each stage. Below is an overview of our referral, assessment, and onboarding process, from the initial enquiry to a new resident settling in. We also clarify typical timelines, required documents, and key decision points along the way:
Initial Referral Submission:
The process begins when a referring agency (usually a local authority adult social care team) contacts Karuna Care London about a prospective resident. This can be through a phone call or via a formal referral form/email. At this stage, the referrer provides essential information about the individual, including their care needs assessment, any existing care/support plan, medical history, and the outcomes they are looking for from the placement.
Required documentation at this point typically includes the social worker’s assessment report, a risk assessment, and basic personal details of the individual (age, background, current situation). We log the referral in our system and confirm receipt.
Timeline: We aim to acknowledge referrals within 1 working day and will immediately check if we have a suitable vacancy.
Initial Screening & Response
⦁ Our management team quickly reviews the information provided to do an initial screening. This is a preliminary check to ensure the person’s needs broadly match our service offering and that we indeed have a placement available (for example, an open room or spot in our programme). If anything is unclear, we may reach back out to the referrer for clarification or additional documents. After this screening, we respond to the referrer with an initial indication of whether we can proceed.
Decision Point: If we feel the referral is not suitable (e.g. if the person requires a level of nursing care we cannot provide), we will politely decline at this stage, giving reasons to the social worker so they can pursue other options. If it looks promising, we move to the next step.
Timeline: This initial decision is typically made quickly – usually within 1-2 days of receiving the referral information, as we understand urgency.
Comprehensive Needs Assessment Meeting
For referrals that pass the initial screen, we arrange a comprehensive assessment meeting. This is a critical step where our team gathers in-depth information and the individual (the prospective resident) gets to learn about us. We coordinate with the social worker to set up a meeting at a convenient time. The meeting could take place at the individual’s current location (such as their home, hospital, or another care setting) or at our facility (so they can also tour the environment). Our care manager or senior staff member leads the assessment, which covers all aspects of the person’s life and needs: health conditions, medication regimen, daily living skills, communication abilities, personal interests, cultural or religious considerations, and any behaviours or triggers staff should know about. We also assess the person’s own wishes and expectations — for example, what goals they have, what they value in a home, and any concerns they want addressed. If family members or advocates are present (which we encourage), they can provide context and support the person during this meeting. We take careful notes and may ask the social worker additional questions to ensure nothing is overlooked.
Timeline: Scheduling this assessment can depend on the parties’ availability, but we strive to conduct it within a few days (up to a week) of the initial referral, sooner if the situation is urgent.
Internal Review & Compatibility Check
After the assessment meeting, our team takes a short time to internally review the findings. We compare the individual’s needs against our current resident mix and resource availability. Here, our care manager might consult with our staff team or even our designated CQC service manager to double-check any areas of concern. For instance, if the person needs special medical equipment, we verify we have it or can get it; if they have a particular behavioural support need, we ensure our staff is trained or can be trained swiftly in that area. We also verify again that admitting this individual will not adversely affect the care of others (for example, balancing staff attention).
Decision Point: This is when Karuna Care London makes a formal decision on whether we can offer a placement. It’s based on the assessment data, our capacity, and funding prospects. We make this decision promptly, as we know everyone is awaiting a result. In many cases, we may be able to give a verbal indication to the social worker on the same day as the assessment (especially if it’s clearly a good fit), followed by written confirmation.
Funding Approval & Placement Offer
Parallel to our assessment, the local authority will be working on the funding approval if they haven’t done so already. They might convene a funding panel meeting or require sign-off from a manager for the placement budget. We cooperate by supplying any needed quotes or service details. Once we have internally decided we are able to accept the person, we issue a placement offer to the referring council and the individual. This offer is usually in writing and outlines the terms of the placement: confirmation that we can meet the person’s needs, the fees/rates involved (for the council’s finance team), what services are included, and the proposed start date. If there are any conditions (for example, needing to install a stair lift prior to move-in, or requiring one-to-one staffing for certain hours), these will be stated. The social worker will discuss this offer with the individual and their family to confirm that they are happy to proceed.
Decision Point: Here, the person (and/or their representatives) decides if they want to accept the placement at Karuna Care London. We respect the individual’s choice – if they decline, we inform the council that the offer won’t be taken up. If they accept and the council confirms funding, we move to admission planning.
Timeline: Funding approval timelines vary by council, but we stay in close contact. Often, this step can take a few days up to two weeks, depending on urgency and complexity. We ensure that as soon as funding is approved, the placement offer is formally confirmed without delay.
Admission Planning & Preparation
Once a placement is accepted, we shift into planning mode to ensure a smooth transition for the new resident. Our team coordinates with the social worker and family to set a convenient move-in date. We prepare the resident’s accommodation – this means getting their room ready (cleaning, setting up furniture, and any personalisation that’s been agreed, like particular bedding or small furnishings the resident might be bringing). If the individual has any special equipment needs (e.g. hoists, specialized mattress, grab rails), we arrange for those to be in place by move-in day. We also assemble a welcome pack for the new resident, which might include basic toiletries, a welcome letter, and an outline of our activities schedule and house guidelines.
Documentation: At this stage, there is important paperwork to complete. We will work with the local authority to finalize the placement agreement or contract – this document sets out the responsibilities of each party (the council, the provider, and the resident) and includes the care plan, fee agreement, and notice periods. We also gather any remaining documents needed from the individual or family, such as signing our service user agreement, consent forms for things like photography or sharing information with other professionals, and providing GP registration details. If the person is coming from home, we ensure we have a list of their medications from their GP or hospital discharge letter, and that our staff is ready to manage those medicines safely from day one. We discuss with the person and family what personal belongings they’d like to bring to make the space their own (photos, decorations, favourite pillows, etc.).
Timeline: Admission planning typically takes several days to a week, but for urgent placements, we have procedures to accelerate this (for example, admitting someone within 24-48 hours with interim measures in place, if it’s an emergency and safe to do so).
Day of Admission & Welcome
On the agreed move-in day, our team will be fully prepared to welcome the new resident. A staff member (often the keyworker or manager) will greet the individual and their family upon arrival to help with any luggage and show them to their room. We give the new resident some time to settle in and familiarize themselves with their private space. Then, we provide an orientation: a tour of the facility to show important areas like bathrooms, lounge, dining area, garden, etc., and to introduce them to other residents and staff on duty. We ensure they know how to call for assistance (e.g., pointing out call bell systems) and provide an overview of meal times and activities. The keyworker or a senior staff member will sit down with the resident (and family, if present) to go over the initial care plan and the daily routine, making sure again that we cover any immediate questions or adjustments. Our nurse or care lead will securely store and log any medications the resident brought and ensure the first doses with us are given correctly as prescribed. We strive to make this first day as warm and welcoming as possible: perhaps a small welcome tea or coffee with other residents, and staff checking in frequently. We reassure the new resident that it’s normal to feel a bit overwhelmed and that we are there to support them. By the end of the day, we make sure the individual has everything they need for the first night and knows who will be on duty to help.
Transition & Settling-In Period
The first few weeks after a new resident moves in are considered a settling-in period. During this time, our staff pays extra attention to the resident’s comfort and well-being. The keyworker will have daily chats with the resident to see how they’re feeling, and we maintain a little daily log of their adjustment (mood, appetite, sleep, etc.). If the resident is experiencing any difficulties (for example, trouble sleeping in a new place or hesitancy to join others), we address these with patience and reassurance. Families are encouraged to visit more frequently or be in touch, as familiar company can help the person acclimate. We might tailor the resident’s activity schedule to include more one-on-one engagement initially – like taking walks around the neighbourhood or sitting down with a puzzle or favourite TV show – whatever helps them feel at home.
Communication during transition: We keep the social worker updated on how the move went and how the person is settling, especially if there were any initial issues or if everything is going great. If any adjustments to the care plan seem necessary (maybe the person needs more help with something than initially thought, or less help in some areas as they become more independent in our setting), we start to note those. Importantly, during this period, the placement is often considered “on a trial” from the council’s perspective – meaning everyone is observing to ensure it truly is the right fit. Our job is to support the resident closely so that by the end of this settling-in phase, they feel comfortable, safe, and hopefully happy with their new home.
Follow-Up Review & Confirmation
Roughly 4 to 6 weeks after admission, we will hold a care review meeting. This involves the resident, their family/representative (if the resident wishes), the keyworker or care home manager, and the referring social worker or care manager. In this meeting, we discuss the placement’s progress: what’s working well, any challenges encountered, and whether the resident’s needs are being fully met. We review the care plan together and make any needed updates. For instance, we might add new goals (like attending a community centre weekly if the resident has shown interest) or adjust support levels (perhaps the resident has grown confident enough to do certain tasks more independently, or conversely, needs more assistance than initially planned). We also check in on the resident’s own feelings about the placement and address any questions the family might have now that they’ve observed our care for a few weeks. If all parties agree that the placement is successful, it becomes a long-term arrangement. The local authority will then continue routine monitoring as per their protocol, and we will keep delivering care as planned. If there were significant concerns, this review could also be a point to consider changes or even, in rare cases, to plan for an alternative solution – but our aim is always to resolve issues so the resident can remain with us happily. After this initial review, ongoing reviews will typically occur annually or at any time if the resident’s needs change.
Timeline: The first review is usually at the 4-6 week mark, aligning with common local authority practice for new placements, but we are flexible to hold it earlier if needed (for example, a 2-week review for a very complex case) or a bit later to accommodate scheduling.
Overall Timeline & Flexibility
The entire referral and onboarding process – from initial referral to a settled placement – can vary in length. In non-urgent situations, it might span a few weeks to ensure everything is done thoroughly. However, Karuna Care London understands that sometimes placements are needed urgently (for example, a person at immediate risk or a hospital discharge that cannot be delayed). In such cases, we will expedite the process, compressing the timeline by conducting fast-track assessments and parallel processing of steps. We have the capacity to admit on short notice when it is safe and appropriate, often working extended hours to make urgent admissions happen. Conversely, if a planned move requires more time (perhaps the individual wants multiple visits before deciding, or adaptations are needed in the facility), we will accommodate that pace. Our priority is balancing speed with quality – being timely without ever cutting corners on care or compliance. At each decision point, we communicate clearly with all stakeholders so everyone knows what to expect next.