Jays Homecare Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives consistently described positive experiences of care and support. Comments included, “Yes, they are all very kind and caring. [Name] has such a laugh with all of them” and “I do find them to be very kind and caring, and they always bring me a lovely pot of tea. I have so much fun with them.”

The service treated people as individuals and ensured their care and support reflected their needs and preferences. Staff took account of each person’s strengths, abilities, aspirations, culture, unique background and protected characteristics.

People told us there were regular staff in the service who knew them well. This helped maintain familiarity and consistency. People felt their personal preferences were understood, and staff were respectful of their individual needs.

The service supported people to maintain their independence by ensuring they understood their rights and had choice and control over their care, treatment and wellbeing. Care plans and risk assessments reflected people’s abilities, strengths and aspirations, rather than limitations.

Staff actively involved people in decisions about their care and support. A relative said, “I think they do listen to [Name].” The registered manager said, “We encourage people to do as much as they can themselves. We promote independence and dignity. We cover people with towels and shut blinds/curtains during personal care.” A person said, “Yes I’m always given privacy; the curtains are drawn.”

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person told us, “I have told them all of my preferences, I wouldn’t feel comfortable with a female and they have respected that.”

Staff told us they knew people well and would be able to recognise any changes in people’s health. A relative said, “I have seen how concerned the carers have been about them when they have physical health problems. They’re all so brilliant and caring.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff wellbeing was promoted through regular supervision, appraisals and team meetings. This provided structured opportunities to reflect on practice, discuss challenges, and receive emotional and professional support. A staff member said, “The registered manager is fantastic, they are always on the other end of the line and will do what they can for you. I can’t fault them.” Managers were present within the service, accessible by phone when off‑site, and responsive to both staff and people’s needs.