Jervaulx Road

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.At our last assessment we rated this key question outstanding. At this assessment the rating has changed to 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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People were encouraged and supported to make decisions about their support. Support plans reflected people’s needs and preferences, and daily notes reflected staff had supported them in accordance with their wishes. People were supported and encouraged to have a voice in their support delivery. People lived full lives, for example some people were planning holidays. People were supported to have birthday celebrations in the home including their friends and family.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff placed a strong focus on ensuring transitions were smooth and worked well for people. Staff and relatives told us transitions often took place over time and at the person’s pace to ensure continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information about the home was available in easy read and pictorial formats. Staff were able to communicate effectively because they knew people well and they recognised ways of communicating that were unique to the person. Support plans included information about people’s nonverbal communication. A relative told us, “They [staff] are good at communicating, they know [person’s] signs and language."

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.

People had meetings to discuss what happened in the home and explore new things they would like to try. The provider also gathered feedback from satisfaction surveys and acted on any feedback given. The home had a process for formal complaints but had not received any. Recent feedback on the home was all positive. People and relatives told us they felt listened to. A relative said, “Yes, we do feel involved."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The home supported people to access healthcare services. Staff advocated for people when required, including addressing communication barriers. People accessed health screening and staff promoted and enabled this. Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that may affect people’s access to care.

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. 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. People and relatives were involved in assessments and care reviews.

A relative told us how staff had enabled their family member to overcome potential barriers which had ensured the person experienced good health outcomes. They said, “Staff are very good at preparing him for hospital appointments. He has trial visits."

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. Staff asked people about their future wishes but respected when they did not want to have these discussions. Staff had training on how to support people with end-of-life care.

Staff supported people through significant life events. A relative told us their family member had been helped through a family bereavement. They said, “Staff took [person] to the funeral and supported him, made it just right for him, they assisted him to take full part."