JL Care Services

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 service met people’s needs. This is the first inspection for this service. This key question has been rated 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 service 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. People were involved in their care planning from the very start of their assessment. All aspects of people’s lives, including those related to protected characteristics were assessed and their individual needs understood. For example, the service had supported one person to access other in-home services to ensure their dignity and appearance was maintained, which was important to them.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The service supported people to have continuity in their support. The service worked with a variety of partner organisations to facilitate and co-ordinate other services. For example, one staff member had identified the person they supported was in pain. They immediately offered advice about how to access more pain relief and supported the person to do this.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service recorded and understood people’s communication needs, and ensured these were met. For example, one person was partially sighted and had received their consent forms to sign in a larger font. A relative told us, “[The registered manager] always makes sure she visits us and talks to us in person when we visit [name of person]. It’s important for us because we live so far away.”

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The service captured all feedback and compliments and had undertaken regular feedback surveys to seek the views of people and relatives. All the responses were positive. The service used this to assess and evaluate how the service was performing. Plans were in place to include staff in quality assurance surveys as the staff team expanded. A person told us, “I’ve filled in questionnaires about them to check I’m happy. I have no complaints, but yes, definitely I could complain but I don’t have any complaints.”

The service made sure that people could access the care, support and treatment they needed when they needed it. People had equity in accessing the support they received.

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. People had equity in experience and outcomes from the support they received.

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. People were supported to discuss and plan for their future needs. People were supported appropriately at the end of their lives.