St Jude's House

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 requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

A member of staff told us, they ensured people’s treatment is person centred by, “[By] conducting proper assessments to understand people’s needs, goals and preferences, making adjustments based on feedback on care and observing what works best for people.” However, we found documentation did not support this as some care plans did not contain sufficient information to show the level of support people needed with their personal care, or about their personal histories.

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

Feedback from external agencies supported they worked well with staff and managers to provide continuous support for people.

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

People’s communication needs were documented in care plans, and staff knew how to communicate with people. A member of staff told us, “We sometimes use pictures to help aid people’s understanding in choice of food or clothes when needed.”

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

People were invited to complete a survey to give feedback on their care they received, and to comment on changes and improvements they would like to see at the service. A relative told us they had no issues with contacting staff or management and discussing things if they needed to.

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

The service worked with health care professionals and community mental health services to ensure people had access to external support as and when they needed it. People were involved in all decisions made, ensuring they had choice and control over their own care needs.

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.

A member of staff told us, “We focus on listening actively to [people’s] preferences, allowing them to make choices, supporting them in tasks they can do independently.” Care plans documented people’ s protected characteristics, and requirements needed to support these.

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 able to document their wishes for advance care if they choose to do so, and this question would be considered with people and their relatives at the review of care plans and risk assessments. The provider had an end-of-life policy in place, which laid out how the service could support people with end-of-life care, and how staff could receive relevant training to further support people if required.