CJP Outreach Services Ltd

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• 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 remained outstanding. This meant services were tailored to meet the needs of people and communities. Services were delivered in a way that ensured flexibility, choice and continuity of care.

This service scored 93 (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 making 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.

Support plans were exceptionally detailed, specific, and completely person-centred, reflecting each person’s current needs, preferences, and personal history. Plans were written in a way that clearly captured, promoted and respected the person’s voice, with evidence of the importance of their, or their family’s direct input and regular involvement in reviews and decision-making. One relative told us, “As (relatives) we led the way.”

We saw people had experienced exceptionally positive outcomes through highly individualised care for example, relatives told us their family members were genuinely cared for and supported in a way that reflected who they were as individuals. One person said the service provided “Outstanding care and support to my [relation]. [Name’s] team ensure person-centred support in all areas at all times.” Another relative told us how person-centred care was promoted by “continuing to work holistically alongside our family and enabling outcomes that mean quality of life for all our family.” A third relative told us about how staff always “Went the extra mile” to make sure their family member had opportunities to follow their hobbies and interests and said “[person’s] cognition has declined such a lot, staff totally understand this, and they put [them] central to [their] care. CJP really are what they say they are – person-centred.” Another relative summed this up by saying they could now enjoy just being their relation rather than having to constantly fight for them.

A further example of the provider’s full commitment to providing person-centred care was how people were able to choose their own staff team. This ensured that those selected to deliver care were aligned with the individual’s health needs, interests, communication style, and cultural identity. A relative told us, “The staff shift patterns are matched exactly with [person’s] needs and there is such a strong will and desire to put [person] at the heart of everything.

Staff demonstrated a deep understanding of the people they supported and were clearly committed to delivering care that was as individual as the person receiving it. One staff member said, “I ensure that I read the support plan firstly and ensure that the care and support I provide is tailored to that person’s needs and wishes. The care plans are very detailed and are very person specific so the care someone gets is always person-centred.”People’s views of the service they or their family members experienced were gathered through regular phone calls, care reviews and satisfaction surveys. People’s relatives told us they felt listened to and the provider was fully responsive to any issues or suggestions they may have.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

We saw outstanding examples of staff advocating for people to make sure they were not discriminated against because of their disabilities and received the medical treatment they needed. For example, staff worked collaboratively with health care professionals to support a person to access hospital treatment. This included very careful planning to support the person to visit and familiarise themselves with the hospital prior to their admission.

People had detailed ‘Hospital passports’ in place to help hospital staff understand the person, their communication needs, their fears and what their behaviours might mean. The provider demonstrated a dedication to maintaining care and support when people needed a stay in hospital. Staff liaised with the ward to allow them to maintain their support hours within the hospital. This meant people experienced exceptional continuity of care and felt safe always having a familiar face with them.

For people who found attending clinics for treatment frightening and overwhelming, staff made every effort to arrange, where possible, for them to receive treatment in their own home. This included optical, dental and chiropody services.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. People’s support plans routinely included their aim to be supported to access the community and not restricted in the places they can visit because of their disability.

Staff demonstrated exceptional dedication and innovative practice in making sure people were fully supported to follow their lifestyle choices and engage in their interests and try new experiences. High level and extremely detailed planning and risk assessment processes meant staff could support people to have new experiences, including going overseas for holidays overcoming barriers by making highly detailed and person-centred adjustments to account for their disabilities.

One person’s relative told us about how their family member had been supported to go on a trip. They said, “They go the extra mile using incredibly personalised planning, to make sure [person] can access the things [person] loves. [Person] has so many health risks and they made sure this was all carefully included in the plan for the trip. For some services, they probably wouldn’t want to manage those risks on a trip, but for [name] it meant everything to be able to go.”

The provider further supported people’s experiences by making sure staff hours were provided to fully cover people’s preparation and recovery from trips.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.