Jubilee House

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

Feedback about the staff and managers from people and their relatives was positive. Relatives commented that the service keeps in close contact with them and acts quickly to keep people safe and well. One relative said, “The home rang me when (my relative) fell. They called an ambulance (to check she was ok). She (had) got a cut to her head. Afterwards, they added a bed rail (to her bed to keep her safe).”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives said staff ensured their privacy and dignity was respected. Staff knocked on peoples’ doors before entering, knew peoples interests and respected their choices. One person said, “They certainly take good care of me. The let me stay in bed in my room all day (as is my choice). The staff know what I like and dislike.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff were supporting people to maintain their skills and abilities, and to help people maintain as much personal independence as possible. People were supported to have choice in how they lived their lives. For example, one person made their way from the home independently to the pub they had always known, and others went out with their families on regular occasions.

People had freedom to come and go from the home as they pleased and those who smoked went in and out of the home without needing to seek staff agreement to do so.

The provider 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.

There was a whole home approach which staff were engaged with. The staff understood people’s needs, views and wishes. Staff responded to people’s needs immediately and with compassion, and acted to minimise any discomfort, concern or distress. For example, a person fell while they were in the shower room. The ambulance was needed and was called but could not come for some time. While the person was on the floor of the shower room, they were well covered to keep them warm, were physically supported to be comfortable and staff lay on the floor with the person to support them emotionally until the ambulance arrived.

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

There was good communication between the leadership team and the staff group, and the provider actively supported staff morale and wellbeing. For example, the provider organised an all-staff group Christmas party.