J.C.Michael Groups Ltd Basildon

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 service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

People’s care plans were detailed and personalised, providing care workers with clear guidance and instructions about how people wished to be supported both physically and emotionally. For example, one care plan reviewed advised care workers how to support a person experiencing a low mood: “If I’m feeling low or overwhelmed, just being there means a lot. You don’t need to fix everything—just listen and reassure me that I’m not alone.”

People, or their relatives where appropriate, were regularly involved in planning and making shared decisions about their care and support, so it was centred around them and their individual needs.

People received their care and support from a service that understood the diverse health and social care needs of their local communities.

The management team understood the local area with regards to recruitment challenges, local business needs and how to access community support if needed.

People were provided with written information about the service and their rights. The provider ensured people had all the information they needed in an accessible way for them to make decisions about their care and support whilst feeling comfortable and safe.

People’s care plans had a detailed section about communication needs. For example, one care plan we reviewed stated, “I am a little hard of hearing, so I would like my carers to be loud and clear when communicating with me.”

The provider had leaflets in a range of languages that detailed the care provided and the registered manager advised us the statement of purpose and any other documents could be translated into whatever language people required. The registered manager told us, “We have large print version of informational documents, we have flyers in multiple languages to match the demographic of international people living in each individual area.”

The provider made it simple for people to share feedback or raise concerns about their care or support. People and their relatives were provided with information about how to make a complaint about the service.

People and their relatives felt confident if they complained they would be taken seriously and treated compassionately. A relative said, “As of to date, we've not had any cause to make a complaint. Any issues we've had have been dealt with professionally.”

Learning from complaints and concerns was seen as an opportunity for improvement. Issues identified for improvement resulting from complaints included where the digital care plan system had been introduced and relatives did not have access to the digital care notes. To address this complaint, it was agreed care workers would write notes for the family so they knew what tasks had been completed.

The provider ensured people could access the care and support they needed when they needed it. The registered manager was aware of how to ensure people could access services when they needed to without any barriers including out of normal hours and in an emergency.

The management team and staff were alert to discrimination and inequality that could disadvantage different groups of people who used their service, whether from wider society, organisational processes and culture or from individuals.

The management team explored ways to address these barriers to improve people’s experiences and looked for opportunities to achieve equity.

The staff team received training in equality and diversity as part of their induction to help ensure they had appropriate awareness, skills and knowledge to carry out their role and to meet people's diverse needs. Staff saw people as their equals which helped to create a warm and inclusive atmosphere.

People were supported to make informed choices about their care and plan their future care while they had the capacity to do so. Some people had declined to have this conversation at this time. The registered manager stated this topic was explored at the first assessment and they had plans to ensure this was sensitively revisited with people to help them express their wishes.

People’s decisions and what matters to them were delivered through personalised care plans that were shared with others who may need to be informed.

When people wanted to express their wishes about cardiopulmonary resuscitation, they were supported to do so and were able to change their mind if they wish.