Destiny Jubilee Care 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 the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Members of the staff team were aware of the importance of making people feel comfortable around them and treating people with kindness and respect. One member of staff told us, “I encourage active participation and open communication [with people] and I respect their preferences.” Another member of staff said, “I involve people in their care by explaining what I am doing, offering choices and ensuring they understand and agree to the care provided.” A family member told us, “The [care staff] are brilliant. [Relative] loves them all and they have taken to [relative]. I can’t fault them. [The care staff] are all very careful with [relative]. I feel that [relative] is in very safe hands, and that’s so important to me.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People's care plans were personalised and specific to them. Conversations took place with people and their families to ensure care reflected people’s needs and personal preferences. One person thanked the service for the quality of care they provided, “Thank you for your efforts in helping me to acquire several new members of staff by allowing Lifeways Care Ltd’s team to care for me. It has taken a couple of weeks full on training but all of the newest recruits are more productive and more effective than previous new employees. I have never had new employees before with such a high degree of emotional intelligence, empathy and motivation. Every single one of Lifeways Care Ltd’s members of staff have made me feel so welcome in a way that I am able to express my needs and feelings without feeling guilty. Every new member of staff has exceeded all expectations in becoming key members of my team, and I hope they remain with me for the foreseeable future. The whole process has been a lot different to my previous experiences and if I had known how straightforward it would be I would have let this happen years ago.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain their independence and have choice and control in their lives. One person with dementia had been using stove-top kettle to make hot drinks and there had been a low-level fire. The provider discussed options with the person and family members so their independence and choice to make hot drinks could be maintained. A decision was agreed and an electric kettle was purchased. The person was able to remain independent and could still choose to make hot drinks whenever they wanted. Members of staff supported people to make choices about their care and support. One member of staff said, “Individuals have the right to make decisions about their care and treatment. Their choices are respected."

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The provider offered a flexible and supportive service which reflected and responded to people's changing needs appropriately. This included supporting people in the community and in their homes. Staff were able to provide personalised support which was responsive to people’s needs. A member of staff told us how they communicated with people to enable them to respond to their changing needs, “[We use] various methods such as active listening, open-ended questions, body language observation and communication aids when necessary." A family member told us, “They go the extra mile for [relative]. [The care staff] spotted that [relative] wasn’t themself and was falling asleep during the day, which was not like them. [The care staff] called 999 and went with [relative] to hospital, where the doctors were pleased that the care staff got them there so quickly, as they were very ill. When they came home, the manager came in to check on [relative]. [Relative] now has a catheter and the carer staff have all been trained on how to empty it and keep it clean.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were well supported by the provider and the management team. Staff were consistent in their praise for the management team and the support they received. One member of staff told us, " [The provider] has supported me at work and also the managers go an extra mile in supporting me in my life. For example, [the registered manager] has days where they take out all the children of staff, especially during the half term, or holidays and we have sports days with the managers and all our families (though other staff will obviously be on shifts, but we rotate)."