Jane 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 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. Care was person-centred and each person's unique identity was supported and maintained. Care plans included people’s preferences about how their care and support should be provided. People’s room were decorated in line with their personal tastes 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. People received care and support from a consistent team of staff who knew them well. This ensured continuity of care and support.

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. Information was displayed appropriately around the home in formats people could understand. Members of staff understood people's individual communication styles and preferences which enabled them to make choices and decisions.

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. The provider engaged with people and their families about the quality of care and support through regular surveys and conversations. People’s families told us the registered manager was always accessible and provided good communication and responses to their questions.

The provider made sure people could access the care, support and treatment they needed when they needed it. People had access to the local community and local services and activities. A member of staff told us, “People are supported to take part in activities both in the home and in the local community such as shopping, social groups or hobbies. I follow their care plans and support them to make choices about what they want to do. I promote independence by helping them build confidence and skills while ensuring any risk are managed. Supporting access to the community helps improve people’s physical health, mental well-being and social connections.”

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 service provided equitable care and support which ensured people, regardless of their communication abilities or complexity of needs, received personalised, respectful and consistent care. Members of staff knew people well which enabled them to understand and respond to individual preferences, aspirations and health needs effectively. People were supported to express their individuality in how they dressed and this was fully supported by other people and members of staff.

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. Discussion about end-of-life care and support and their end-of-life care wishes were recorded in people’s care plans.