Joy Caring Services 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 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 68 (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 did not always make sure people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s records included some personalised information, based on their assessed needs. However, there was not always sufficient information for risk-management or support with emotional wellbeing and whilst there was information about people’s likes and preferences some was generic and did not show what it meant specifically to the person.

The provider did not always make sure people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s records included some personalised information, based on their assessed needs. However, there was not always sufficient information for risk-management or support with emotional wellbeing and whilst there was information about people’s likes and preferences some was generic and did not show what it meant specifically to the person.

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

The provider considered people’s communication needs as part of their initial assessment. People’s care records and information displayed around the homes was in picture format to support people’s understanding.

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 kept a complaints tracker. This included formal complaints and ‘grumbles’ and showed what action was taken in response to each.

A person told us they were unhappy because a person was taking their food. We saw action was taken to address this.

A relative told us, “We get pictures, they communicate with us every day. We get a text of what [person] has done each day. They are really good at communicating with us.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider had policies to ensure compliance with human rights requirements. This included consideration of the needs of people with protected characteristics under the Equalities Act 2010, such as age, disability, gender, religion, and ethnicity.

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.

People’s individual needs were considered to ensure equity in their experience of care.

The service had an equality and diversity policy, and the registered managers understood people’s human rights and their right to equality.