Destiny Jubilee Care Limited

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 the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’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’s care plans were personalised with clear descriptions of them, their family, their personal histories and their likes and dislikes. The care plans had detailed and clear instructions about how care and support should be provided and delivered and was clear people had been involved in developing them and their input ensured their personal preferences were met.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The provider worked well with people, their families and local health and care providers. The provider was involved in multi-disciplinary team (MDT) meetings about people's care and support: The collaborative efforts during the MDT meeting and subsequent follow-ups facilitated tailored adjustments to people’s medication and care plans, which resulted in improvements which better addressed their symptoms and improved their quality of life. Regular monitoring and communication remained integral to ensuring the effectiveness of this approach.

The provider supplied appropriate, accurate and up-to-date information in formats were tailored to individual needs. People’s care plans included details of their communication support needs and the steps the provider needed to support people. The provider ensured people were able to see a copy of all personal information held about them and they were given the opportunity to correct any errors or omissions. Members of staff accessed communication training which emphasised accent neutralisation, clear speech and active listening skills. The provider implemented a personalised approach to communication and tailored communication methods to people’s individual needs which included visual aids or written instructions for people with hearing impairments.

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. There was good evidence of clear communications with people captured in their care records. The provider had a complaints policy in place. Complaints and feedback were reviewed and analysed to identify lessons learned and areas for improvement and development. A family member told us, “The clinical manager was very hands on, right from the first meeting. They helped write the request to increase the care for relative. [The clinical manager] was so helpful, they are dedicated to their job.”

The provider made sure people could access the care, support and treatment they needed when they needed it. Clear care planning and conversations with people ensured they received the care and support they needed when they needed it. Members of staff were aware of people’s human rights and the importance of considering the needs of people with different protected characteristics and adapting their approach accordingly. People were supported to access community activities and events. A member of staff told us, “We support people to access activities and the local community based on their interests to promote their independence and well-being."

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. People’s care plans were personalised to include their preferred diets, drinks and cultural preferences. Each care plan was equally detailed and personalised irrespective of level of need. Training records showed members of staff received equality and diversity training which helped them to understand discriminatory behaviours and practices. Members of staff knew how to ensure there was equitable experience and outcomes for people. One member of staff told us, “I ensure everyone receives the same high-quality care by following policies, care plans, and treating everyone with dignity and respect, regardless of their individual needs. We are taught every [person] is different even if though they might have the same medical condition. They are to be supported and assisted as individuals.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Discussions took place with people and families about their end-of-life care wishes. The provider worked with people to support and implement their end-of-life care wishes and plans.