Justintime Healthcare

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 stayed the same This meant people were supported and treated with dignity and respect; and involved as partners in their care. People received care and support from staff who were caring and compassionate. There was a culture where people’s independence and choice were promoted.

This service scored 70 (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.

Most people and relatives described staff as being kind and caring. Comments included, “I have good fun with them. They are all good in their own way and I feel comfortable. We have a laugh and a giggle” and “The staff are very polite and caring.”

Care records were written respectfully. Daily records contained information on people’s care and wellbeing to ensure staff could act in a timely manner and respond to any concerns or changes in care or support needed. Staff spoke warmly about people and told us about examples which showed they respected people’s choices, privacy and dignity. Comments included, “I make people smile and that makes me feel good.”

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.

Staff understood people’s needs well and treated them as individuals. Comments included, “I always treat everyone as an individual, understand their needs and aim to be kind and keep them safe.” However, some care records did not provide detailed information about people’s wishes, preferences and likes and dislikes.

People and relatives highlighted most staff provided individualised support but referred to some staff being more task orientated.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff promoted people’s independence and choice, and this was evidenced in conversations with staff and daily notes. Most people and relatives confirmed this, describing some staff as going above and beyond in their role. Comments included, “The top girls do more. They love the job and go the extra mile.”

Another person told us their stamina was variable and staff adapted how they supported them according to how they were feeling on the day. This meant they were able to maintain their independence. Another person told us they were supported in the community to participate in activities they chose.

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.

The provider had systems in place to get feedback from people and relatives, including phone calls and surveys. There was a rapid response team in place to cover for any unexpected staff absences.

Staff told us about examples where the provider had responded to people’s changing needs. Comments included, “I was with a person who had poor mobility and this deteriorated and their call was becoming too short. I spoke to management and they carried out a visit to reassess them and change the call time.” Whilst some people had concerns about call times, we saw evidence of call times being adjusted to support people. Comments included, “I can ring them anytime and they answer. They are flexible too when I need them to be.”

We spoke to a social care professional who told us the provider was very responsive when an emergency situation arose and provided additional support calls promptly.

We received mixed feedback from staff about how well they felt supported. Staff received regular supervision but some staff did not feel action was taken when they raised concerns. Some staff raised concerns about travel times between calls which could then impact on punctuality and their own wellbeing. The provider demonstrated they were being proactive in supporting staff with reduced travel times in between calls. This included access to fleet cars and support with driving lessons. The provider told us they were introducing a new well-being initiative to provide increased support for staff.