St James Court

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 since a change of provider in October 2025.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.

People were asked how they would like to be supported. Care plans reflected these discussions, and staff were knowledgeable about people. One member of staff told us, “I follow each person’s care plan and risk assessments, encourage independence while keeping them safe, use the correct equipment, report any changes promptly and update senior staff where required.”
 

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.

Each person had a care plan in place. Systems were in place to review these on a regular basis
Staff told us they kept up to date with people's needs by reading care plans and daily notes, attending handover meetings, and receiving emails.

Staff demonstrated knowledge of people’s needs and how information was shared. The manager and staff worked with external healthcare professionals. One member of staff told us, “These updates are passed during handovers, daily flash meetings, emails and through updates on [electronic recording system]”.
 

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

Since 2016 onwards all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard (AIS). The standard was introduced to make sure people are given information in a way they can understand. The standard applies to all people with a disability, impairment or sensory loss and in some circumstances to their carers. We found the provider had assessed people’s communication needs. Information about people was stored securely and in line with the providers policy.
 

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 had systems in place to seek feedback from people. One person’s relatives told us they had provided feedback as they were concerned about their family member’s care and support. They told us, “Yes we are aware of the channels to raise concerns and feel confident to do so. As a result of our recent concerns, we had a swift response and action was taken.”
 

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

People did not experience discrimination or inequality in how their care was delivered and the support they received. There were policies to promote people’s equality and diversity needs. Staff received training on equality, diversity and inclusion.

The manager was able to provide us with examples of how they have worked with external social and healthcare workers to advocate for people living at St James Court. This was to ensure the best possible outcomes for people.
 

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.

Staff were encouraged to consider any barriers that may affect a person's experience and make reasonable adjustments where possible. Feedback, complaints and outcomes were reviewed to help identify any areas where improvements were needed.

The management team told us, “Staff have developed a greater understanding of each tenant as a unique individual, enabling them to promote independence, choice and dignity while tailoring support to personal preferences and outcomes.”
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. The manager and staff worked with external healthcare professionals to plan for any changes in need and assess the ongoing suitability for people to be supported by St James Court staff.