Emily Jackson 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

People received care that was personal to their individual needs, and they were provided with information in a way that they could understand. People received equal access to care, without discrimination.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 were empowered to give their views and understand their rights, including their rights to equality and their human rights. People told us they knew how to raise any concerns or worries. People told us, “Staff show respect in how they listen and respond” and, “I have no concerns, but I wouldn’t hold back if I did.” A relative commented, “I certainly know how to complain, but as yet I haven’t needed to.”

We were told by the manager that people were treated equally irrespective of their differences. The service was not supporting anyone who had declared they were from a different ethnic background or practiced a religious faith that needed to be managed however the manager told us they would cater for this if and when the need arose. The regional manager told us, shortly before our visit, the local Chaplain had visited and supported with holy communion. We were also told that the service does not discriminate based on age. There was an enquiry for someone wishing to spend some time there to recuperate following an operation. They did not fall under the current registration of 65+ however the provider was seeking an amendment to their registration to enable the person to feel safe and supported in the service. Staff told us they had completed training in equality and diversity. They explained that they respected people as they are. They gave us examples of how they promoted equality and diversity at work with people they supported and with their colleagues. One member of staff said, “We are different, but we value each other as we have something to share and learn from each other.”

There were processes to ensure people’s equality and human rights were upheld and to protect people and staff from discrimination. The service was responsive to people’s changing needs. People’s care was regularly reviewed, and records were updated when there were any changes in their care and support. People and their relatives were involved in reviews when possible.

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.