Jubilee House

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.This is the first assessment for this service. This key question has been rated good. This meantpeople’s needs were met through good organisation and delivery.

This service scored 75 (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 made 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. People we spoke with told us they felt the service met their needs and expectations. One person said, “I haven’t been here long, but I feal safe, they [staff] listen, I feel supported, and staff really can’t do enough for me.” Care plans resulted on collaborative preassessments of need with people’s input clearly recorded. Choices, preferences, and individual requests were all considered. For example, some people preferred to be supported by a carer of specific gender. The provider made sure the rota included such staff to accommodate these preferences. As people’s individual needs changed care plans were updated, input from other health professionals tailored, and risks reduced; further promoting independence.

The provider understood the diverse health and care needs of people and their localcommunities, so care was joined-up, flexible and supported choice and continuity.People were referred to relevant health and social care professionals when needed. Staff told usand records confirmed how they referred people for GP review. Staff could contact the GPsurgery at any time if they had any concerns or questions, and this was supported further withweekly visits from the community nurse practitioner.Care records reviewed were detailed and enabled important information to be shared to supportcontinuity of care. For example, when accessing Hospital and dental services.

The provider had an initiative-taking and positive culture of safety, based on openness andhonesty. Staff listened to concerns about safety and investigated and reported any events ofconcern. Lessons were learnt to continually show and embed good practice. Staff understoodand followed up to date policy and procedure to report any incidents and accidents. Themanager ensured all concerns were investigated and where needed escalated. Monthlyevaluations were used to show any emerging themes, implementing resulting actions as part oflessons learnt. This helped to keep everyone safe. Daily hand over meetings were completed bynurses where incidents were discussed and actions arising were reviewed. This included theupdating of care plans and risk assessments when needed. Care plans reviewed included up todate information to manage people’s known risks with recorded outcomes used to provide safecare and support to people.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. Staff involved people in decisions about their care and told them what had changed as a result. People and their relatives told us staff listened to their views and acted on feedback. People and their relatives knew how to voice their opinions or raise complaints and concerns. They told us they felt confident that anything relayed would be dealt with in a satisfactory manner by the manager. People and their relatives told us they felt communication from the home about changes in the service and associated with individual care and support needs had improved considerably. People told us that resident meetings were held where they were encouraged to input ideas for change and improvement. Feedback from residents about planting garden tubs had been received and tubs bought for their future involvement. Other examples included resident involvement with choosing furniture and décor and shaping a new outdoor area as part of the ongoing refurbishments.

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Care records showed people had good access to a range of health and care services to support their needs, and that referrals were made for treatment or advice when needed. Based on individual assessed need and level of risk, regular contact with a full range of health professionals which included; speech and language therapists, dietician, community psychiatric nurse, community mental health teams, occupational therapists, podiatrists, diabetic nurses, continence nurses, Parkinson's clinics, and tissue viability nurses was recorded. People’s health needs and issues were reviewed by the advanced community nurse practitioner during weekly walk arounds in the home removing the need for lengthy GP and hospital appointments and supporting consistency of care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support, and treatment in response to this. Staff had received training in equality diversity and inclusion which was supported with access to associated policy guidance to help protect people from experiencing inequalities related to their care and treatment. For example, following assessment of need people were supported with any equipment necessary, including technology to ensure they were not disadvantaged in any way. The manager told us, “Following the installation of wet rooms, we purchased shower chairs to enable all residents regardless of physical condition to be able to use them should they choose to.” Other examples included access to a wheelchair friendly minibus which enabled people to enjoy trips out from their home.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including as they approached the end of their life. Staff had received end of life awareness training and understood the importance of ensuring people were supported to remain pain free in line with their wishes and preferences as they approached end of life. Advanced electronic care plans included provision to record individual details of next of kin, and details of family members involved in advance care planning. The information recorded people’s preferred place of care, details of any religious or other preferences, any cultural requirements, details of any living will, and included information to support or object to the use of resuscitation. This was further supported by a completed‘ recommended summary plan for emergency health care and treatments’ (RESPECT) ensuring enough information was available in advance to support people with their preferences at end of life. A staff member said, “When we are supporting someone on end of life, our aim is to ensure their immediate needs are met and they are kept comfortable; we work with hospices, the GP and liaise with and support relatives where we can, it can be a difficult time for everyone and not everyone wants to plan in advance.”