J.C.Michael Groups Ltd Basildon

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has improved to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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.

Staff and leaders demonstrated a positive, compassionate and listening culture that promoted trust and understanding between them and people using the service.

Staff at all levels had a well-developed understanding of equality, diversity and human rights, and they prioritised safe, high-quality, compassionate care. It was clear from talking with staff, and receiving feedback following the office visit, that the team embraced diversity with a passion.

Staff told us they were proud to recommend JC Michaels Group Ltd Basildon to both people looking for care and support in their own homes and to staff looking for a fair and supportive place to work. For example, one staff member said, “I would absolutely recommend JC Michaels – Basildon to both individuals seeking care and professionals looking for employment. The team is caring, respectful, and genuinely focused on improving lives.”

The registered manager and branch manager had the experience, capacity, capability and integrity to ensure the organisational vision was delivered and risks were well managed.

The management team had systems and processes to alert them to any examples of poor culture that may affect the quality of people’s care and have a detrimental impact on staff.

All feedback we received from people and their relatives, external professionals and staff praised the management team for being supportive and professional. For example, an external professional said, “The communication provided by the care agency has always been excellent, and the alert and insightful management team and their staff seem to work so well that it has made a significant impact on [person’s] wellbeing and safety.”

The provider had a whistle blowing policy which included clear guidance to support staff to speak up. The management team ensured people knew and were able to exercise their rights. A staff member told us, “I would recommend J C Michaels because the management are open and listen to concerns and makes you feel as partof the team.”

The provider had an up-to-date recruitment policy and employed a diverse staff team. Human resource processes were in place to help and support staff to understand their rights as employees

At the previous inspection of this service we had identified concerns with the provider's oversight in a number of key areas such as safeguarding, recruitment, medicines management and the timing and safety of people's care visits.

At this inspection we found the provider had learned lessons following the previous inspection. For example, the registered manager and provider had good oversight of day-to-day operations. The branch manager and the registered manager demonstrated a good understanding of safeguarding processes and statutory notifications were submitted appropriately and in a timely manner.

The provider’s out of hours support team had increased which meant people were able to contact a manager if required out of office hours.

Feedback from people, their relatives, staff and external professionals was positive. For example, A person’s relative told us, “I did have a couple of issues with times but the company resolved that to my satisfaction. I feel I can go to the company if I have any need of changes or problems. I would recommend J.C. Michaels.”

An external professional told us, “The team operates with professionalism and a clear commitment to quality care.” A care worker said, “I would recommend JCM for people looking for care because both management and staff are friendly, professional and put clients concerns at heart.”

The provider collaborated with local authorities who commissioned care and we received good feedback from these stakeholders. Comments received included, “Thanks to the dedicated care provided, [person] has been able to maintain independence and continue living safely within the community, thereby avoiding the need for residential care. This outcome is a direct reflection of the quality and consistency of the service delivered by the agency.”

The management team and staff engaged with people, communities and partners to share learning with each other resulting in continuous improvements to the care and support they provided. An external professional told us, “The staff have had to contend with regular Multi-Disciplinary Team (MDT) assessments and reviews that have required their input and contributions, and both the staff and line management have always demonstrated a high level of care, concern, attention, dynamic approaches, and utmost professionalism to meet the tasks and requests needed to manage this situation.”

The management team had created a culture of continuous learning and improvement. Learning lessons and outcomes were discussed at team meetings and there was a whole team approach. Staff in all roles expressed a pride in working for the service and the care and support they received.

The model of care was in line with current best practise guidance; right support, right care, right culture. The management team worked with people their relatives and staff to build a culture that focused on enabling people.