JADE Healthcare Services

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.

This is the first assessment for this home care service. This key question has been rated good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Some people told us they did not have consistent carers visit which could impact on building trusting relationships for those who experience this. One person told us they have 3 or 4 who are the same for a while and then, “They’ll change to another lot, so I know this one will eventually move on”. Whilst another person told us they have, “3 different [carers] who come consistently”.

People told us staff were kind, caring and had formed positive working relationships with them. They said staff treated them with dignity and respect. They told us staff understood their daily routines, did not rush them and promoted their privacy when providing support with personal care. Many highlighted staff going above and beyond, such as staying longer when delayed or ensuring tasks were completed.

Staff spoke warmly about people and were motivated in their role. Staff had a good understanding of people’s needs and told us they took pride in delivering good quality care.

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.

Staff treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

People’s care plans did not contain information about the person and their likes and dislikes for staff, to be able to tailor people’s support to their needs, wishes and preferences. Care plans did not document how each person would like their support to be given and what they could do for themselves to maintain their independence. However, some care records, along with feedback we received, showed that people felt they were treated as individuals and their personal needs were at the centre of the carers support.

One person told us carers, “Have a lot of common sense and more experience”. They gave an example of when one of the carers had to call an ambulance for [them], saying this carer stayed with [them], “Didn't watch the clock, just let the company know that [they] were going to stay with me so they could arrange cover for [their] next visits. They stayed with me until the ambulance came”.

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 described as understanding individual abilities and encourage them to do as much as possible themselves, promoting independence safely.

People told us their care routines were directed by them. They had got to know the staff and directed them about what they wanted them to do. One relative told us, “Carers know where they have to support [person] and where [they] can do things [themself].”

Staff were motivated in supporting people to remain as independent as they wished. They were intuitive to people’s needs and respectful of their personal boundaries. One staff member told us, “I promote independence by involving people to do tasks they can do. I always ask politely what their choices of meals might be or I present all the choices available so that they can choose what they might want to eat.”

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.

People told us staff were responsive to their immediate needs. For example, providing extra support if they were struggling or responding if they had a fall or injury by contacting emergency services. Staff had a good knowledge around people’s needs and were able to give examples where they had acted responsively to help keep people safe or support their wellbeing. Staff were able to explain what actions they should take if someone was injured.

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

All staff we spoke with told us that the management team are supportive and available. One staff member told us, “The working environment is friendly, and I am able to share my views and I feel listened to.”

Staff reported that they were treated with respect, felt valued, and experienced fair treatment. The service fostered an open and inclusive culture that reflected the provider’s values. Staff told us they felt able to discuss their individual needs, the provider were supportive around adjustments.

One staff member told us of when they were involved in a care accident. They told us, “[they came immediately to the scene to offer emotional support, offered me transport to my residential place and cancelled all my calls that I had on that day. This allowed me time to rest and reflect on the accident that had happened. [They] even did a welfare call check on me on a daily basis for a week to find out if I was indeed alright.