Merseycare Julie Ann Limited

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 good. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 did not always promote people’s independence so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

People had little control over when their visits were scheduled or delivered. People were not given a rota or timetable of when their visits would be completed or who would be attending. This meant people experienced a loss of control and autonomy over the planning and delivery of their care as people were left waiting for staff to turn up before they could plan or get on with the rest of their day. People’s comments included, “They come in the morning and the evening and sometimes it's different people and I can't really rely on the times as they don't tell me. No, they don't let me know if they're going to be late”; “Carers arrive at different call times with no explanation why”.

People’s care plans contained information on what everyday tasks they could do independently, and what they needed help with. People’s preferred daily routines were also identified.

People told us they were encouraged to maintain their mobility and to maintain other daily living skills where they were able. Some people told us they sometimes did not have the same staff supporting them and it was difficult to feel comfortable with their care when this occurred. Comments included, “I can’t wait until they pull my clothes up with the carers who are less regular”; “It can be hard when it’s a new person as I find it difficult to keep explaining and I get frustrated when its somebody else and don’t deal with change very well”.

The provider did not always promote people’s independence so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

People had little control over when their visits were scheduled or delivered. People were not given a rota or timetable of when their visits would be completed or who would be attending. This meant people experienced a loss of control and autonomy over the planning and delivery of their care as people were left waiting for staff to turn up before they could plan or get on with the rest of their day. People’s comments included, “They come in the morning and the evening and sometimes it's different people and I can't really rely on the times as they don't tell me. No, they don't let me know if they're going to be late”; “Carers arrive at different call times with no explanation why”.

People’s care plans contained information on what everyday tasks they could do independently, and what they needed help with. People’s preferred daily routines were also identified.

People told us they were encouraged to maintain their mobility and to maintain other daily living skills where they were able. Some people told us they sometimes did not have the same staff supporting them and it was difficult to feel comfortable with their care when this occurred. Comments included, “I can’t wait until they pull my clothes up with the carers who are less regular”; “It can be hard when it’s a new person as I find it difficult to keep explaining and I get frustrated when its somebody else and don’t deal with change very well”.

The provider did not always promote people’s independence so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

People had little control over when their visits were scheduled or delivered. People were not given a rota or timetable of when their visits would be completed or who would be attending. This meant people experienced a loss of control and autonomy over the planning and delivery of their care as people were left waiting for staff to turn up before they could plan or get on with the rest of their day. People’s comments included, “They come in the morning and the evening and sometimes it's different people and I can't really rely on the times as they don't tell me. No, they don't let me know if they're going to be late”; “Carers arrive at different call times with no explanation why”.

People’s care plans contained information on what everyday tasks they could do independently, and what they needed help with. People’s preferred daily routines were also identified.

People told us they were encouraged to maintain their mobility and to maintain other daily living skills where they were able. Some people told us they sometimes did not have the same staff supporting them and it was difficult to feel comfortable with their care when this occurred. Comments included, “I can’t wait until they pull my clothes up with the carers who are less regular”; “It can be hard when it’s a new person as I find it difficult to keep explaining and I get frustrated when its somebody else and don’t deal with change very well”.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

People told us they did not always receive care at their preferred times. Some people told us they had raised concerns about this. but no adequate improvements been made to minimise any concern, uncertainty or distress.

Some people expressed frustration trying get in touch with the office when they had a concern or an emergency. One person told us it was hard to get anyone to answer the phone and sometimes they had to wait up to 10 minutes before anyone picked up. They were worried that in an emergency they would not be able to get in touch with the office quickly.

Another person told us when they had left messages for office staff to call them back it took “a day or several days” for a callback. They told us “It’s only been likes this since the last year or so, particularly the weekends are poor. It worries me if I have an emergency and can’t get to speak with anyone”. People told us however office staff were always helpful when they managed to get in contact with them.

People told us immediate action was taken in the event of an emergency to protect their wellbeing. Comments included, “The carer stayed with me and they rang the hospital and told them and then an ambulance came and I did need to be back in hospital”; and “The carers have had to phone the doctor and the ambulance for me several times”. We saw that staff completed training in basic life support.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.