MJ Home Care Staffing Limited

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 79 (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 was exceptional at making 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 were involved in all decisions about the support they received. For example, one person used a traffic light system to show staff their mood and the level of support they wanted each day.

One family member told us, “To have people supporting them in the way I want is wonderful. They meet their needs and go above and beyond. They do their best for them and present very well when I speak to them on the phone and in person.”

We observed staff responded differently to different people in accordance with their personalities. Some people enjoyed good natured banter with staff whilst others were more comfortable with a quieter approach. One person said, “We have a laugh, I like that."

The provider understood the diverse needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People received care from small groups of staff who knew them well. This enabled people to build relationships which promoted continuity of care. People told us staff were flexible to meet their needs. This included changing staff supporting a person if the person requested it.

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

People received information in formats which were appropriate to their needs. This included pictures and easy read materials.

Care plans contained information about people’s communication needs to make sure staff had the information needed to effectively communicate with people.

The provider made it easy for people to share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

There was a variety of ways for people to share their feedback about the support they received. Senior staff completed regular unannounced spot checks on staff and records showed people were always asked their opinions on the care they received.

There were also regular reviews of care, annual satisfaction surveys and a complaints procedure. All complaints were fully investigated and responded to in line with the providers policy.

Two people said they had raised concerns with a senior member of staff and they had been happy with the response. One person said, “Spoke to the manager and it was all sorted."

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

Staff were aware of issues of discrimination and supported people to make sure they received care when they needed it. Staff told us some people had independent advocates to make sure their voices and views were heard.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care and support in response to this.

People felt listened to and able to raise concerns or complaints. One family member said, “The manager is very good, they respond well and listen to me. I’ve never made a complaint."

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

People were supported to set goals for what they wanted to achieve in the future. Care plans gave information about people’s wishes and these were regularly reviewed. All achievements were celebrated.