JHN Healthcare Ltd

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This assessment considered the following four quality statements: Kindness, compassion and dignity; Treating people as individuals; Independence, choice and control; Responding to people’s immediate needs. People and relatives spoke highly of the support they received and the relationships they had developed with staff. Staff understood people’s individual wishes and preferences and treated them with kindness, dignity and respect. Staff supported people to be as independent as they were able. Staff were alert to changes in people’s needs and took action when additional support was required. Whilst staff clearly knew people well, we identified gaps in some care records relating to people’s life history, personal abilities and things that were important to them. This was discussed with the management team who took prompt action to ensure records were complete. The rating for this key question remains Good.

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.

Feedback from people and relatives reflected that staff treated them respectfully and in a kind and caring way. People confirmed they were treated with empathy and compassion and their privacy and dignity were respected. Comments included, “I am very happy with the girls they're lovely, absolutely lovely”, “Nothing is ever too much trouble for the staff” and, “They [staff] are as good as gold.”

Staff told us they had developed good relationships with the people they support. They spoke with kindness about people and described how they supported and encouraged them. Staff were proud of the care they delivered and said they would recommend the service.

People and their relatives felt they were treated as individuals and told us their needs and preferences were met by staff.

Staff spoke kindly and confidently about the people they supported, it was clear they knew them well and understood how they liked to be cared for. Staff told us information about people’s cultural or religious needs was detailed in their care plans. As many staff had come from overseas under the provider’s sponsorship licence, they told us specific training had been arranged to help them understand local culture, for example they had received training in cookery to help them understand culinary norms people might expect.

Processes were in place to help ensure people received care that was tailored to their individual needs and wishes. These processes included, gathering regular feedback from people and relatives via face to face and telephone contact, 3 monthly quality assurance questionnaires and spot checks on staff practice. Staff also received training in equality and diversity. We found care records did not always contain person-centred information in relation to people’s life history, personal abilities and things that were important to them. This meant staff new to the service may not have the information they require to ensure they could treat people as individuals and make sure their care, support and treatment meets their needs and preferences. These gaps had not been identified in the provider’s audits of care records. This was discussed with the management team on 16 January 2024. This resulted in immediate action being taken by the management team to rectify this issue. Following the inspection, updated care plans were provided and these demonstrated improvements had been made to care records.

Comments from people, relatives and staff demonstrated people were involved in making choices and decisions about their care. For example, a person said, “The staff definitely respect my independence and choice.” A relative told us, “They [staff] listen to person and if they say no to [aspects of care] the staff will discuss it with me. There is always a choice.” Comments from people, relatives and staff demonstrate people are encouraged and supported to be independent. A person said, “The staff are working really hard to help me regain some independence. When I first came out of hospital, they would clean my teeth for me but they've encouraged me to do this myself which I can now do.” Another person told us, “They [staff] are now helping me to do exercises to help you regain some of my independence. I'm really glad to have such competent carers and they're very good and proactive.”

Staff shared examples of how they supported people to make choices and be involved in their care and support. They described how they encouraged people to remain as independent as they were able. A staff member said, “A person says they can’t lift themselves up but if you encourage them, they can do it.” Another staff member told us, “We used to do everything for one lady with a body wash but now they can wash their face and front and we just do their back and legs.”

People’s care plans were reviewed 3 monthly by the registered manager and office team. These reviews had failed to identify a lack of detail in relation to people’s abilities and level of support they required. Although people told us they received good and consistent support, without this level of detail we could not be assured staff had the information they required to ensure consistent care and to support people to be as independent as possible. This was discussed with the registered manager who confirmed care plans would be reviewed and amended to reflect people’s needs and abilities. Following the inspection updated care plans were provided, these demonstrated improvements had been made to care records.

People and relatives felt changes in their needs and well being would be responded to and acted on in a timely way by staff. Comments included, “I have had to contact them before when I've needed to change things at short notice and they're very accommodating”, “They will act if I’m unwell” and, “The staff will notice and contact the office or us [relative] if they [person] are not well, or would call the doctor directly if they needed to.”

Staff described how they adapted their approach to meet people’s needs at different times. It was clear they knew and understood people and respected them as individuals.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.