Jenner House

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 told us they received the care they needed in the way they preferred. Relatives also felt the care was person-centred. Staff could share information about people’s individual needs and preferences. Care plans had been produced with people and those who were involved in their care, these covered all aspects of people’s lives. Care plans included information about people’s protected characteristics and preferences for how they wanted their care needs met. Reviews were carried out to ensure the care people received was in line with individual needs and preferences.

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. The provider worked with several other agencies to deliver packages of care which supported individuals to live in the community. Care plans reflected a joined-up approach and other agencies were involved in the care plans and reviews. This meant people received continuity of care and flexible support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their communication needs assessed, and plans were put in place to meet those needs. The provider understood the Accessible Information Standard and provided information in formats which suited individual needs. Staff were aware of individual communication needs and could describe how they supported people to understand information and communicate their needs and preferences. Care plans gave information to staff which included how people communicated verbally, body language and its meaning and what support people needed to understand written communications.

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 and their relatives understood how to raise concerns and make complaints and felt confident these would be addressed. A relative told us, “We are confident that any concerns would be taken seriously." The staff were aware of the policy and procedure if people raised concerns and the manager could describe how they used this policy to respond to any concerns raised and share any learning with the service, staff and wider provider group.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People and their relatives told us that the service was reliable, and people received support in a timely way. The provider worked with people and their relatives to ensure access to other community services was maintained for people. People had access to staff 24 hours a day to meet any unexpected needs. The provider had systems and training in place to ensure people received equitable support, taking account of their protected characteristics. Policies, procedures and training were in place to ensure the provider and staff were aware of potential discrimination and inequality which people may experience.

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. The provider had systems in place to carry out regular reviews of people’s care to ensure this continued to meet their needs, preferences and outcomes. The staff and management team understood their responsibilities for promoting equality and diversity and could give examples of how the systems, training and care plans were designed to ensure people had their individual preferences considered and met.

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. There was nobody in receipt of end-of-life care at the time of the inspection. The provider however had systems in place to consider people’s future wishes as part of their assessment and care planning system. Records showed people were asked to share information about their individual wishes, and where they wished to create a plan which set out how they wanted to be supported at the end of their lives.