J.C.Michael Groups Ltd Southend

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 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.
Before people started using the service the registered manager undertook an assessment of their needs and discussed the care package with them to ensure the service could meet their needs and expectations. We saw care plans were written in a person centred way providing staff with all the information they needed to support people safely. A relative told us, “The care plan is kept here in the red book it has all the information the carers need.”
 

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. People told us they received support from a consistent team of staff which gave them continuity of care.
New staff were introduced to people and worked shadow shifts with regular carers involved in the care packaged before they then took over the care package to allow for continuity of care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us communication was good with the service. There was an out of hours service people and relatives could ring for any queries or concerns outside of office hours. Although one person told us they had difficulty using this number at weekends. Where people requested to know which carers would be visiting them the service sent people a weekly rota with this information.

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 registered manager had a number of ways of gaining feedback from people, this included through telephone calls, surveys and spot checks. People generally told us communication was good with the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager supported people to access the services they needed to support their care needs. This included supporting access to district nurses and occupational therapists for assessments for equipment they may need.

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. The registered manager and staff supported people to have equity in access to care to provide positive outcomes for them.

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 were supported to make decisions about the end of their life this included recording preferences on do not resuscitate directives.