Jackson 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.

Staff and the management team demonstrated a good understanding of the people they supported. Staff were familiar with people's communication needs, preferences and routines. People's bedrooms were personalised with photographs and personal effects, which promoted a sense of familiarity, comfort and belonging.

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.

Staff rotas were planned around the individual needs of people using the service. This included ensuring that specific staff members were available where continuity and established relationships were important to people's wellbeing, and that staff with the appropriate skills, such as driving, were rostered to support planned community activities and appointments. This flexible approach helped to ensure people received personalised support and were able to access opportunities in line with their preferences and needs.

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

Reasonable adjustments were made to support effective communication, including the provision of easy-read materials and picture cards for people who benefited from these resources. Staff used tailored social stories to support people during significant life events. For example, personalised social stories were created to help individuals understand and process changes associated with a relative's declining health.

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 were regularly invited to provide feedback about the service through surveys. A newly introduced action plan had been developed to monitor and address any areas for improvement identified through this feedback, supporting the ongoing development of the service.

Systems and processes were in place to ensure complaints were acknowledged, investigated, and responded to appropriately, with learning used to drive improvements where required.

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

Staff had access to an on-call system, ensuring support was always available. Referrals to specialist services, including Speech and Language Therapy (SALT), were made to help ensure people's assessed needs were met. Staff worked proactively with healthcare professionals, such as GPs, and sought advice and support when necessary. The service benefited from regular involvement from a range of health and social care professionals, which helped to promote coordinated care and positive outcomes for people.

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.

For example, staff supported a person to attend healthcare appointments and took proactive steps to minimise waiting times. Prior to appointments, staff contacted the GP surgery to confirm whether clinics were running on time, helping to reduce unnecessary waiting and ensure the person's comfort and wellbeing.

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.

One person expressed a wish to resume swimming to support their wellbeing and independence. Staff worked with the person to develop achievable, step-by-step goals to help them work towards this outcome.