J&C Healthcare Ltd

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 good. At this assessment, the rating has remained good. This meant people’s needs were met through good organisation and delivery.

The provider was in breach of the legal regulation relating to person-centred care.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service did not always provide information on people’s care and treatment that reflected people’s needs and preferences.

People’s care records did not always reflect their individual needs and preferences. Records often followed generic templates and lacked person-centred detail. For example, continence support was not consistently tailored to each person’s specific needs.

Whilst we did not identify anyone who had come to harm, this contributed to the breach of regulation in relation to person-centred care.

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.

The provider told us they aim to keep care packages open when someone is admitted to hospital, allowing continuity of care when the person returns home. One person told us, “I was with JC before, but I went into hospital, when I came out, I was in rehabilitation. I asked JC if I could have them back, I was very happy with them before and I am very happy they had room to take me back.”

A professional working with the service told us, “JC Healthcare are good at encouraging and supporting clients to access the community to reduce isolation.”

The provider supplied appropriate information in formats that were tailored to individual needs.

We saw records of an easy-read service user guide. The registered manager told us people, and their relatives had access to the electronic care planning system, which provided up-to-date daily records.

Relatives told us, “The only real contact we have with them is what I read on the APP (Visit records).” A professional working with the service told us, “They (JC Healthcare LDT) have been very supportive in providing information about clients that is essential in keeping them safe.”

We received mixed feedback about communication regarding visit times and whether staff stayed for the full duration of the scheduled visits. One person told us, “I don’t always know who is coming, especially at the weekend. Usually on a Sunday, they change the carer without letting me know who is coming.” Another told us, “There are 2 regular carers that will sit and chat with him while he is eating and then will go when it’s time, they seem to take better care. Others just leave early and are in and out as fast as they can.” The registered manager was taking action to monitor these concerns throughout the organisation.

The provider made it easy for people to share feedback, raise concerns, or make complaints about their care and support. A staff member told us, “They are responsive to any concerns raised, and always give feedback to care staff when they have acted upon the concerns.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People’s daily routines and activities were planned with them, and people chose how their care looked.

The provider and staff were flexible and responsive to change when people requested or required it. People and relatives gave examples of visit times being adjusted to accommodate family time or hospital appointments.

A professional working with the service told us, “If I have made amendments to care plans and I share this with JC Healthcare, they ensure that the care team supporting that client are aware of the changes so that the care can be appropriately delivered.”

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

The provider had clear policies and procedures in place to uphold people’s rights under the Equality Act 2010. Staff had completed training in Equality, Diversity, and Inclusion.

One person told us they were struggling with their mental health, and staff recognised this and provided support to help prevent self-harm and extended periods of isolation.

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 registered manager told us, and records confirmed, all staff had completed end-of-life training. Some had also undertaken specialist training through the Six Steps End of Life and Palliative Care Programme. One staff member told us, “Training is fantastic. I have just done the 6 steps course and absolutely loved that and passed it.”

People’s care plans included their preferences, wishes, beliefs, and values regarding future care, reflecting their end-of-life choices.