Jadee's Nursing Agency

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 68 (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 did not always make sure people were at the centre of their care and treatmentchoices and they did not always work in partnership with people, to decide how to respond toany relevant changes in people’s needs.Whilst people and relatives shared examples of staff providing them with person centred care in line with their wishes and preferences, improvements were needed to ensure their care records consistently documented this.

People’s care records focused on the clinical need or task required, in effect what was being done to the person, rather than demonstrating what the person could for themselves and where assistance from staff was needed and importantly how they wanted this care provided. For example, one person’s moving and handling risk assessment and care plan was generic, omitting specific details of the specialist equipment and the transfer routine used.

Care records did not always demonstrate that people and or their representatives where appropriate had been consulted in the care arrangements and participated in decisions about their care and treatment.In one person’s care records it was noted that at times they could present as anxious and distressed, but details of how staff could support them to deescalate the situation was generic and not reflective of the individual’s needs and preferences.

Some language in people’s care records was judgemental and not supportive and enabling. For example, the use of ‘bed bound’ and ‘suffers with’. This language is not person centred, it labels people, e.g. conditions describing what a person has, not what a person is.We discussed this with the registered manager who advised that they would review the care records as they recognised a deference to clinical terminology which they acknowledged was not always person centred and appropriate for a homecare agency.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. One staff member told us, “I make sure to treat every person with respect, dignity, and as an individual with their own background, culture, beliefs, and needs. I take time to listen and understand what’s important to them, including any preferences or concerns they may have about their care. I never make assumptions based on someone’s age, disability, gender, race, religion, or sexual orientation. Instead, I tailor my support to reflect their choices and values. If I notice or suspect any form of discrimination, whether from others or in how services are provided I report it immediately, following safeguarding and equality policies. I also stay up to date with equality and diversity training to ensure I’m supporting everyone fairly and without bias.”

The registered manager told us how they ensured people and, when relevant, relatives and/or representatives, were involved in reviewing people’s care arrangements to make sure the service being provided met people’s expectations, needs and preferences, and any changes could be made in a timely manner.

The provider complied with legal equality and human rights requirements, including avoiding discrimination and having regard to the needs of people with protected characteristics.