JADE Healthcare Services

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

Staff worked with people to make sure they were appropriately involved in planning their care. Care plans reflected people’s needs and preferences which had been discussed with them. Care delivery aligned with people’s care plans and records of care reflected this.

When people were asked if carers supported their daily routine, people consistent said they did. One family member told us, “Yes, they are there when she wants them”.

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.

People’s care had been tailored to their individual requirements, and where needed, the registered manager had worked closely with relatives and healthcare professionals to ensure positive outcomes.

Staff were said to communicate well with each other and with the others involved in people’s care, such as the GP to support people with not having to repeat their story. Care records confirmed that relevant health and care professionals were contacted when people needed to see them.

Systems were in place to monitor and review care to ensure that care plans and staff were up to date with what support was required to meet people’s care and support needs.

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

The service provided information and advice that was accurate and up to date.

People were provided with information in formats they could understand. Some people chose to have their relatives receive information as well as, or on behalf of, the person, which was honoured. We received positive feedback from relatives about the quality of communication from the registered manager and the staff team.

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.

People, their family, friends and other carers understood how to give feedback, share ideas or complain about care, support and treatment if required. People using the service told us they knew the registered manager and the assistant manager and would talk to them.

One person told us, “I haven’t made a complaint, but I definitely would if something wasn’t right. I feel fortunate to have found them”.

People felt confident that their views or concerns would be respected, taken seriously and treated compassionately, without negative repercussions.

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

Staff were responsive to people’s needs and ensured they received care and support in line with their preferences. Records showed that people had equal access to services, including healthcare, and were supported in a timely manner. People were treated fairly and equitably.

Several relatives gave examples of how staff responded promptly to ensure people received the support they needed when unwell. One relative told us that staff had recently called an ambulance for their family member after they noticed the person was not their usual self.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had end of life care plans in place. Where people had not wished to talk about this topic at that time, this was documented and open to review when people wished to discuss their future.

The service did not have anyone receiving end‑of‑life care at the time of our assessment. However, the provider told us they would work closely with the person, their relatives, and relevant external health professionals to ensure care was delivered in line with the person’s wishes should this arise.