MemoryJane Healthcare 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.

This is the first assessment for this 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their family members told us staff were kind, caring and respected their privacy. Comments included, “They are all kind and caring to me and I have no complaints about any of them. They always talk to me in a nice way.” A family member said, “They [care staff] all treat [relative] with respect and if they needs personal care I go into another room so they have their dignity preserved. They are never rushed and sometimes they stay longer just to ensure their comfort.” One professional told us staff were, “Compassionate and respectful.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans were comprehensive and personalised to people's individual needs. They included information about the person’s life history and things they were interested in. One family member told us, “They [care staff] encourage them to use their electric bike pedal which they do and also if we put it on the table they can use it for their arms too. It’s very useful as exercise.“

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans identified what people could do and what support they needed. People told us they could decline planned care if they did not want this. For example, a family member said, “They still has capacity so they are able to still do lots of things for themself and that is fully encouraged by their carers.” A care staff member said, “We can encourage them to go for a walk or walk around and go to the garden.”

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. Care staff were able to appropriately describe the immediate actions they would take if they had concerns that a person was unwell or developing a new health care need. They were confident in the support they received from on call and office staff. An external professional told us,” The registered manager is a very responsive and approachable manager.”

The provider told us they cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Some care staff reported feeling tired and working long hours, however most staff did not raise any concerns about working patterns. Most care staff told us they felt the management team were approachable and supportive. The registered manager understood the need to make reasonable adjustments for staff who had social, religious or culture needs to fulfil.