CJP Outreach Services 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 remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Relatives consistently told us that staff treated their family members with genuine kindness and compassion. They shared numerous examples of when staff had gone above and beyond to offer support in a thoughtful and personal way. One relative said, “I cannot think of any improvements that could be made to enrich my [relative’s] life any more than they already do” and another relative told us, “They do the absolute best for [person] and provide opportunities for [person] to grow and develop, so that now [person] is embracing [their] life. The most important thing is the special bonds [person] has formed with staff. Trust is critical, and they’ve firmly built that.”

Staff spoke about the people they supported in a warm, nurturing manner, demonstrating deep respect for their individuality and emotional wellbeing. One staff member said, “The role is very rewarding and fulfilling because you’re helping someone live a fuller, more independent life. I find my support and that of my work colleagues can directly improve our client's quality of life emotionally, socially, and practically. I also find you often develop a deep, trusting relationship with the person you support,”

People's dignity was consistently upheld, particularly during personal care, with staff taking time to ensure people felt comfortable, listened to, and in control. Independence was promoted wherever possible, supporting people’s confidence and self-esteem.

The provider also demonstrated kindness through thoughtful gestures that were highly valued by people and their families. For example, a relative told us, “When they have bought [person] a gift, such as for [their] birthday, they have taken time and care to make sure it is personalised to [their] taste and interests, and [person] really values that. It is so thoughtful and shows they go over and above what they need to do.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s support plans centred entirely around what the person wanted to achieve and detailed the life skills the person had in each area of the support plans. The support the person needed from staff for them to achieve their optimum level of independence and ability to make choices was clearly detailed.

Without exception, people’s relatives consistently praised the support their family member received to promote their independence and ability to make choices. One relative told us, “The standout thing for me is they treat [name] as a human being and enable [them] to live a proper life.” The relative went on to describe a household task their family member was supported to do. They said, “I know that sounds like such a small thing to do but for [name] it is a very big thing. This matters so much as it recognises [their] need to live an ordinary life that [they] would otherwise not have chance to do. They do the absolute best for [person] and provide opportunities for [name] to grow and develop, so that now [person] is embracing [their] life.”

Another relative told us, “The things they do with [name] are not just ordinary general things, they are activities that really appeal to [them]. [Name] is very complex, and [their] team are exceptional. Staff communication with [person] is second to none. It’s hard to explain but you really, really need to know [them] to understand how [they] communicate, and they’ve got it spot on. [Person] is never ever overlooked; all communication is directly with [them] first of all”.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

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

There was unanimous feedback from staff about feeling supported by the management team. One staff member told us, “I feel very supported, CJP are a good company to work for, they are very supportive of their staff, and they genuinely care about the service users and the staff.”Another said, “The support I have received from CJP managers has been excellent. At times I have needed some extra help and guidance to support my mental health and my well-being. The managers have been excellent with this, and they are always available to listen or offer some support if I’m struggling.”

The provider had an easy to access on-line service for all staff where they could get support with a range of areas including mental and physical health, finances and legal advice. An employee discount scheme was also in place from several high street and online services. Staff told us this was extremely helpful to them.

As part of the ‘Living our values’ initiative, a scheme was in place for staff to nominate each other monthly for outstanding practice in the selected value of the month. An annual award ceremony and dinner was held for winners to attend with high quality prizes for winners.

The providers commitment to supporting and developing staff was reflected in their high retention rate.

One relative said, “They make sure staff are happy in their work and the staff happiness is totally reflected in the quality of the care they provide” and another said, “The good thing is they value their staff, they make the staff feel so important all the time, which then shows up in the way they care. For example, they gift the staff wellness packages, such as at Christmas, or take them out for a meal.”

Staff told us they were encouraged to speak up about any issues and were confident the manager would be supportive. One staff member said, “We are encouraged to speak freely, and they are very open and transparent and welcome staff to speak up and share any concerns they may have.”