JHN Healthcare Ltd

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• 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

This assessment considered the following three quality statements: Person-centred care; Listening to and involving people; Equality in experience and outcome. People received person-centred care from a consistent staff team who knew them well. Staff had completed training in equality and diversity and were alert to those who might experience inequality in experience or outcomes. Staff gave people opportunities to provide feedback about their care and experience of using the service. People knew how to raise a concern or complaint and felt confident they would be listened to. We identified that records of complaints did not demonstrate the extent of the actions taken. The management team undertook to review the recording system in place. 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.

People told us their needs were met consistently and this was confirmed by relatives and staff. It was evident from discussions that staff understood people’s needs and preferences and people were empowered to make decisions about their care.

Staff demonstrated a person-centred approach. They described how they supported people in line with their individual needs and preferences. One staff member said, “When we go to our clients, we give this approach as uniquely as we can give because we know they are not the same.”

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.

People and relatives told us, they felt listened to and they received regular visits from a senior member of staff to discuss the quality of care they received and any issues or concerns they may have. Comments included, “The management are very responsive to any problems” and “[Name of staff member] is brilliant, if I have any problems at all I just tell her, and it's sorted out immediately she always puts things right.”

Staff said management listened to them and felt their feedback was valued. They told us people were invited to give feedback about their care to carers or supervisors. Staff were able to describe the action they would take if a person raised a complaint with them. The management team worked closely with staff and provided support, including frequent supervisory spot checks of care staff to assess their performance and offer advice and guidance as needed.

Systems in place made it easy for people to share feedback and ideas or raise complaints about their care and support. People told us they were involved in decisions about their care. Feedback was sought from people and relatives in a range of ways, including through regular contact on the phone, during frequent care reviews and during regular spot checks of staff performance. People, relatives and staff were provided with quality assurance questionnaires approximately every 3 months to help ensure the smooth running of the service. Staff said management listened to them and felt their feedback was valued. The provider had a complaints policy in place. All reported concerns, dissatisfaction and complaints were logged. However, on review of this complaints log we found there was a lack of information in relation to a detailed review of the complaint or concerns and what action was taken to address the issue. This meant we could not be assured complaints were responded to appropriately or that themes and trends had been identified to prevent reoccurrence. This concern was discussed during the formal feedback call and the inspector was advised the follow up and outcomes of the information logged on the complaints log were evidenced in emails, but this had not always been incorporated on the completed logs. The management team agreed to review the current systems to ensure they were streamlined to reflect actions taken, learning and outcomes.

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.

People and relatives felt they were treated fairly by the management and staff team and were involved in their care and support plan.

Staff demonstrated a person-centred approach. They described how they supported people in line with their individual needs and preferences. The staff and management team actively sought out and listened to information about people who are most likely to experience inequality in experience or outcomes. Where identified, this resulted in changes to people’s care and support.

Three monthly care reviews were completed with people to gather their feedback in relation to their care. Staff had received training in equality and diversity.

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