Jubilee Mews

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 service met people’s needs. At the last inspection we rated this key question good. At this inspection the rating has remained 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.

Staff made sure people were at the centre of their care and treatment choices. Staff worked in partnership with people to respond to changes in their needs. Care plans were detailed and personalised. People told us staff were kind, caring and knew them well. We observed staff supporting people in an unhurried and respectful way, and relatives described staff as attentive to people’s individual needs.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were asked about their preferences and felt their views were respected. People’s care records supported staff to understand and meet individual needs. Staff were proactive when people’s health changed, making timely referrals and ensuring professionals had accurate information. Staff described effective teamwork and said they felt equipped to provide consistent support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and ways they could understand. Communication plans were in place. Staff told us they had information about, and understood, people’s communication needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and relatives felt the registered manager and staff listened to them and acted on any concerns. The management team appropriately responded and resolved any concerns that were raised.

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. They provided services for disenfranchised people and those who had really complex mental health needs. Staff understood people’s diverse needs and worked flexibly to ensure everyone received appropriate support.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The service design meant it would be unlikely for people to need end of life care whilst there, but staff understood how to deliver e this should it ever be needed. People reported staff were very capable at supporting them to plan for the future. A person said, “Staff helped me manage the change from hospital to then getting ready to move to my own place.”