BPJ Case Management 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. Assessments ensured personalised and accurate care planning and support. Care was individualised and tailored to people’s needs, interests and preferences. People and relatives were fully involved in planning and decision‑making. Support plans were highly personalised and regularly reviewed. One person said, “They [managers] come and talk to me about how things are and if there are any changes.”

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. Staff teams were organised so that they worked solely with a particular individual. The continuity of staff promoted stability, and ensured staff knew people very well.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was accessible and met the Accessible Information Standard. Staff understood and respected people’s individual communication needs and styles.

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. Managers and staff ensured people’s feedback was responded to immediately. Systems were in place to ensure prompt and appropriate action would be taken if needed. People told us they were listened to, had regular reviews of their support and frequent communication with managers. A relative said of staff, “They acknowledge what I need as a [relative]. They communicate with me. They fill out the written record and chat with me about what they have done.”

The provider made sure people could access the care, support and treatment they needed when they needed it. Staff worked closely with specialist health or social care professionals when people needed; ensuring reasonable adjustments were in place for accessibility and sensory needs.

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. Managers, staff and policies evidenced a strong commitment to upholding human rights. The service promoted equity and inclusion.

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. Care records considered peoples long‑term goals, skill development and aspirations. End‑of‑life planning was in place where people wished.