Jaytee Care Demi House

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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated Good: This meant people’s needs were met through good organisation and delivery.

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.

The provider ensured people were at the centre of their care and treatment.

The provider told us how the pre-admission assessments were important in obtaining information about people’s individual needs and preferences and how this information was then captured within people’s care plans which staff followed.

In line with the ‘Right support, right care and right culture’ guidance, care records showed that people’s individual assessed needs and preferences were documented, promoted and provided by staff.

Relatives feedback was positive, with 1 relative saying: “They understand [person’s] needs and preferences very well.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported continuity.

There were systems and processes in place to ensure people’s care was regularly reviewed and the provider told us there were systems in place to share this information with staff so people could receive consistent care, such as a care plan and risk assessment reviews, handover records and a staff communication book. Furthermore, staff told us how they were aware of people’s health needs and how they supported people to meet these needs in consultation with external health professionals.

This meant we were assured the service had a good understanding of people’s health needs and worked with community health services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Communication care plans were in place and detailed how people chose to communicate and how information should be made available to them.

Staff and the provider also told us information was provided to people in a format they could understand, such as menus, activity plans and a service user guide. Furthermore, staff demonstrated their awareness of people’s communication needs, what this meant for people and how to best offer support to people in this area.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

We saw there was a complaints policy in place and the provider told us they had received no complaints for some time. As we were unable to review any recent complaints records, the provider told us how they would respond to complaints should these be received, which included informing staff in order to aid learning.

We spoke with relatives who provided mixed feedback about whether they felt they were involved with their relation’s care and how confident they were that they could raise concerns with the provider and that these would be acted-on; with one relative saying they were confident the provider and staff would listen, while another told us they didn’t think this would always be the case.

The provider made sure that people could access the care, support and treatment they needed.

Staff and the provider told us people were supported to access the care, support and treatment they needed when they needed it, and that the service worked with external agencies to facilitate this. Furthermore, staff explained how barriers to external care and support could be supported by staff member’s understanding people’s needs and by working in partnership with people’s relatives. We observed people’s care plans clearly documented factors that could be barriers to them accessing external care when required, such as people’s communication and behaviour needs, and how these needs could be understood and supported to ensure that they do not compromise people’s access to care. One relative told us the service actively encouraged and supported them and the family to be present and support [their relation] during appointments and that they appreciated being able to do this.

This meant we were assured people’s care was robust and committed to ensuring people’s continued access to care, support and treatment as and when this is required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

An equality and diversity policy and staff training was in place, which meant we were assured the service understood the challenges people faced in experiencing equitable outcomes and how they could mitigate these.

Staff and leaders told us about some of the barriers people using the service experienced as a result of their needs, and how they understood the impact these could have on people’s

experiences and how to support them to overcome these barriers. For example, when people were supported to access the wider community in roles such as a consumer, staff struck a balance between promoting people’s choice and independence while also advocating for them in situations where, if they were not to, the potential for discrimination would likely increase.

Care plans provided information to staff on how they could support people in this area, and relatives told us they were also involved in their relation’s lives and that this, too, ensured that their experiences and outcomes could be as equitable as possible.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

The provider told us they were not currently supporting anyone who was receiving end of life care or of an age where future planning considerations might be required. However, they stated that should the situation change, they would incorporate such considerations into their care planning processes in consultation with people’s relatives.

This meant we were assured the provider had considered this aspect of people’s care as something that required care planning should people’s needs change.