Jesmund Nursing Home

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 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.

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 received care and support from staff focussed on their individual needs. Their records reflected their choices and preferences which helped staff deliver the care and support people wanted.

Senior staff undertook monthly checks of people’s care and support needs. When changes to planned care were required, these were made promptly, and staff were updated with the most current information about people and their needs.

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 had diverse, individual needs, and their care and support was planned and delivered in line with these. Staff understood these needs and tailored the care and support they provided to meet these. They worked proactively with healthcare partners so that people received coordinated and seamless support from all those involved in their care.

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

People’s communication needs were assessed and recorded in their care plans. Staff understood people’s communication needs and provided information in a way people could understand. A relative told us, “My [family member] needs a lot of support as she now isn’t able to speak. The carers are somehow able to chat with her and she responds positively. They chat as if she is chatting with them too.”

Information was available to people in accessible formats if this was required, for example in large print or easy to read pictorial formats.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People told us they felt comfortable giving feedback, raising concerns, or making a complaint. Senior staff were responsive to people’s feedback and acted to make changes when needed. A person said, “I did complain about [agency staff member]. Well, I haven’t seen him since so I guess they did something about it.” A relative told us, “The staff are very good, and I would feel comfortable telling them about any concerns, if I had any. They are patient and they would listen.”

Arrangements were in place to investigate complaints about the service. The provider’s complaint policy and procedure set out how any complaints would be dealt with and what people could do if they were dissatisfied with the service’s response.

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

People received care and support based on their individual preferences. Staff understood people’s routines, as well as their choices and preferences for how and when they wished to receive care and support. Staff were responsive and accommodated any changes whenever people requested them.

Senior staff regularly monitored and reviewed people’s care needs to ensure that care and support continued to be provided in line with their choices and preferences.

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 understood people’s right to receive care and support that met their individual needs. A staff member told us, “We have to understand that everyone is an individual and everyone has different needs, so we provide care based on this. We don’t treat people differently.” The registered manager said, “We have training on equality and diversity, LGBTQ+ (lesbian, gay, bisexual, transgender and queer) and human rights, for all staff. We discuss this with staff in meetings and discuss people’s needs and how these should be respected and met.”

People’s records contained information about their individual needs including those related to their protected characteristics. These are categories protected by law from discrimination. People’s care and support had been planned to ensure these needs could be met. People’s specific dietary needs were met, and their religious and cultural beliefs were respected. Staff supported people to practise their faith in line with their wishes and preferences.

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 were supported to be involved in discussions about their future care needs, including their preferences for end of life care. These preferences were recorded in their care records to help ensure their wishes and choices would be respected at the appropriate time. A healthcare partner told us, “Palliative care and end of life care is fantastic. They are very good at looking after people at end of life. They are quick to implement changes.”