Jessy Care Ltd

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 were detailed, person-centred and updated whenever people’s needs changed. This ensured staff had the information they needed to provide personalised care. Daily records showed that staff provided care in line with these care plans.

People and relatives told us the service was flexible and responsive, and said that staff were very accommodating of any changes required to the support package.

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 registered manager was aware of relevant local services and how to make referrals for specialist support if needed. Staff also worked closely with families, where appropriate. They developed effective systems of communication to ensure relevant information was exchanged and continuity of care.

The provider supplied appropriate, accurate and up-to-date information in formats that could be tailored to individual needs.

The provider was working in line with the Accessible Information Standard. This requires providers to assess, record, flag and meet people’s communication needs, and share information about these communication needs with relevant partners when required. The provider assessed any communication requirements people may have as part of developing their care plan.

The registered manager gave people relevant contractual information about what they could expect from the service. Information was also shared with relatives, with the person’s consent. For example, relatives could access notes of the care that staff provided on each visit. Staff understood how to record and store data securely.

The registered manager told us key information could be made available in large print and alternative formats, should this be required.

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 relatives could share feedback about their care package and/or individual staff, and they did this via surveys or in meetings with the registered manager. We saw people using the service had provided positive feedback in recent surveys.

The provider had a complaints policy and there was a system in place to ensure any complaints were investigated and acted on. People and relatives told us they would be very comfortable raising any concerns and felt confident these would be resolved. Where issues had been raised, the registered manager listened and responded to these.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received care at the times scheduled in their care plan and they were able to contact the service out of normal office hours, in the event of an emergency. Staff supported people to access other services in the community and health appointments, should they need any support with this. Staff were aware of barriers people could potentially face, due to their health or disability.
 

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.

Information about each person’s needs, including any protected characteristics under the Equality Act, was available to staff in people’s care plans. The provider had an Equality, Diversity and Human Rights policy, and staff had received training in this area. Staff took appropriate action to challenge discrimination and promote people’s rights. For instance, they had supported one person facing a challenging situation in their local community, and this had improved the person’s confidence when going out.
 

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.

People had opportunity to share and record their wishes about the end stage of their lives, should they wish to. RESPECT forms (Recommended Summary Plan for Emergency Care and Treatment) were stored on the provider’s system, where people had one. The registered manager told us how they had recently worked alongside relevant health professionals, including a Macmillan nurse, to support someone with end-of-life care.