Jenner House

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. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People were happy with the care they received and described staff as being caring and responsive. A person told us, “I am more than happy each and every time they come to help me. There is nothing I could possibly say that is not first class about them.”. A relative told us, “[Person’s name] is happy where they are and is really settled. I’m happy that the staff are kind and caring. [Person’s name] even knows all the staff by name." Staff knew people well and could describe how they maintained people’s dignity whilst giving them the support they needed. The manager told us they used reviews and surveys to check on people’s experience of the care staff gave and were confident people and relatives would raise any concerns. Discussions were held in staff supervisions and spot checks were completed to check staff practice.

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. People told us staff knew them well. Relative also felt staff understood people as individuals and provided the care they needed to meet their preferences. A relative told us, “The care is really good and person centred." Staff could describe how people were supported to meet their individual needs and preferences. Care plans were detailed and gave staff information about how people preferred to have their needs met including personal care, drinks, meals, clothing and the support people needed in these areas.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were actively involved in their assessments and care plans to ensure their wishes were central to the way care was delivered. Staff understood the importance of ensuring they followed people’s care plans and enabled them to make choices and decisions about their care. Care plans were written to promote independence and detailed the areas people could do things for themselves and where they needed support.

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 and their relatives told us the service was responsive to their needs. A person said, “You can just push a button and they are there.” The manager told us there were always staff on site to ensure they could respond to immediate needs. Staff confirmed everyone had access to a call bell alarm and if this was activated there were always staff available to respond to the call.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported in their role and the provider had systems in place to help them. The provider described having an open-door policy for staff to seek support and they had regular discussions with staff about wellbeing in their individual supervision sessions. The provider also had counselling and support available to staff should they need it. Staff confirmed they were aware of the support available and felt the provider promoted staff wellbeing. A staff member said, “We have access to a number we can call for counselling and help with our mental health; we have advice on this in the staff room.”