J&C Healthcare Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 showed a strong commitment to delivering care with kindness, empathy, and compassion. Staff consistently respected people’s privacy and dignity and extended the same courtesy to professionals from other organisations.

People told us they were treated with dignity, respect, and compassion. One person told us the service bought them an electric wheelchair, hoover and washing machine and it changed their life, they could now go out whereas before they were stuck inside. They explained they now visit the service’s office for a cup of tea and a chat when feeling lonely. Another person told us they felt unsafe over a bank holiday due to a broken door lock. The registered manager responded promptly and arranged a locksmith to attend at the earliest opportunity. They said, “I don’t think I would be treated with this much dignity if I was in a big care home.” This person also told us when they felt unsafe during a carpet fitting, a familiar staff member stayed with them outside their regular visiting times.

A professional working with people using the service told us, “I have been very impressed by (Staff member’s) initiative, communication, adaptability and support of both the patient and their husband.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us, “All the girls are nice, efficient and polite, but my main carer is my rock and goes out of her way to support me as she knows I am on my own since my son died. We have recently discussed getting me out in the garden when the weather Is warmer.”

The provider promoted people’s independence, so people knew they were in control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this.

People’s care records did not always reflect their individual needs and preferences, however people told us staff knew them well.

One person told us, “My carer knows I like to dress myself when I can and also make my bed, but she (carer) changes the sheets for me as she knows that is too much.”

Staff encouraged people to maintain their independence where possible. One staff member told us, “If I have clients that I feel can do a bit for themselves, we encourage them to do things. Our office staff send messages to staff to remind them to encourage people to keep doing as much as they can for themselves, and where they are capable we do encourage.”

The management team understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Relatives and professionals told us the service was flexible and responsive to people’s immediate needs, including increasing visit frequency when required. This was supported by records shared with the funding authority.

One relative told us, “(Person’s name) had a fall a few weeks back and the carer called me as she couldn’t get her off the floor. She went above and beyond her time and stayed with mum, keeping her comfortable until I could get there.” Another told us, “One of the carers recently found (person’s name) in bed ill and called the GP. The next day, the same carer realised he was still not well and called the GP again. He refused to come out, so (carer’s name) called an ambulance.”

A professional working with the service told us, “They have been responsive and accommodating in making changes to help resolve issues for the client, for example being able to increase care packages with short notice.”

The provider always cared about and promoted the well-being of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

The registered manager told us, “They (Staff and clients) are like our family.” We saw evidence of a positive workplace culture, including celebrations of staff birthdays and recognition through an Above and Beyond award. The management team described how they supported a staff member following a traumatic experience—covering their shift, sending them home on full pay, and checking in with them several times afterward.

Staff told us their health and wellbeing were supported by management. One staff member told us, “I went to see (Deputy manager’s name) and they have supported me to find the right runs (client rota and route) for me and they have helped me to go back to work, they are always checking on me and asking me if I am coping.” Another told us, “It is really, really good and I would not have come back if I didn’t think so, and this job is one of the best companies I have worked for. I just think the friendliness, the care that everyone has in the office, and they actually care, whereas other companies are in it for the money, but they actually care for the clients and staff.”