MemoryJane Healthcare 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 that the provider met people’s needs.

This is the first assessment for this 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. Care plans and discussions with staff and the registered manager showed people were considered as individuals and care was planned around them. A family member said, “I was involved with his care plan and it is updated regularly as their needs are changing. I feel that it is followed properly and they manage well with their complex needs.” Care plans included individual detail including information about people’s preferences and choices. Information was included about any cultural, social and spiritual needs and how staff should support these to be 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 management team understood how to make appropriate referrals to professionals when required. External professionals told us they were contacted appropriately and suggestions they made were implemented. One told us, “The management team are always responsive to my questions and suggestions which opens a transparent approach which has again a strong sense of trust and partnership.” People and family members told us they had continuity of care staff meaning staff and people had had the opportunity of getting to know each other. One family member told us that, “If a new carer comes then [staff name] from the office always comes with them to introduce them first which is so nice.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Care records provided information about what people's communication requirements were and any additional equipment such as hearing aids that may be required. The management team told us people or family members were provided with written information about the service and how to complain should the need arise. People told us they received a weekly rota so they knew when and which staff would be attending them the following week. People and family members did not identify any communication issues with care staff. The registered manager was aware that cultural differences could impact communication and joint understanding and supported staff to understand English cultural differences.

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. The provider had a complaints procedure in place with people and family members provided with information as to how to complain via the service brochure. People and family members were also able to raise concerns via surveys or during visits to them by senior staff for care reviews or staff monitoring visits. There was a process to record and investigate concerns and complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Discussions with the registered manager and office staff showed they understood how to access specialist health or social care support should this be required. Feedback from external professionals confirmed they were contacted appropriately.

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. Care staff had undertaken equality and diversity training. People and family members did not identify any concerns about discrimination or protected characteristics and were very positive about the care and support they received. Care plans were kept under regular review which helped identify if there were any additional needs which required action to address.

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. The service could provide end of life care where this became appropriate. We were assured this would be undertaken with the support of relevant health staff and care staff would be supported appropriately. Notifications of deaths from the service showed people’s wishes and care needs had been met as they approached the end of their lives.