JL Care Services

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first inspection for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us they were treated with kindness and compassion. One person told us, “[Name of staff member] is receptive, she listens, she’s caring.” A relative told us, “They have built up a good rapport with us and with [name of person].” Thank you cards from relatives included the comments, “Thank you for everything you did for [name of person] and for your lovely friendship” and “Myself and my whole family were blown away by the level of care, time and patience you provided for [name of person].” Daily notes about people’s care delivery were detailed and person-centred, placing the person at the heart of their care.

The service 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. People’s life histories, social activities and likes and dislikes were recorded to ensure the care they received was person-centred. Care plans included information such as what people liked to talk about and what was important to them, such as pets. One person’s daily notes recorded ‘[Name of person] seems a little bit fed up today, I think it’s because [they] can’t go out because the roads are slippery. Had a chat and a good giggle’. A relative told us, “It’s important for [name of person] to have a regular routine – the same times – and they keep to that.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged and supported to be as independent as possible. Care plans directed staff how to check with people and provide appropriate encouragement and support. For example, one person’s daily notes said, “[Name of person] got [their] own medication out of the cupboard, and I watched [them] take their medicines. [Name of person] got toast, I asked if [they] wanted something different but [they] just wanted toast.”

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were alert to people’s changing needs and shared these across the service so that people were supported appropriately. A person told us, “[The service is] responsive to my changing needs. I’m finding they respond quickly; they are not set in a rut, it’s all done my way.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. A staff member told us, “I get good support from [registered manager]. I can’t see any improvements needed to JL Care Services. It’s opened up a whole new world and I’m really enjoying it. I wasn’t sure but [name of staff member] has said I’m really good at it.”