Jubilee 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 exceptionally personalised care which led to positive impacts on their health and wellbeing. Staff included people’s family in events to ensure important relationships were maintained. Staff knew people extremely well and spoke with passion and genuine enjoyment when explaining people’s interests and hobbies. Staff ensured people received a dignified and pain free end to their life, with special attention paid to their spiritual needs.

This service scored 93 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were extremely supportive to people and provided highly personalised care. They used people’s life histories and interests to plan events and offer different things for people to do. Staff demonstrated a good understanding of how important people’s families were to them and ensured they were fully involved in their care where appropriate. One person told us they had not wanted to move into a care home but needed to due to as their dementia progressed. They said, “I was very pleasantly surprised. There are people to talk to and that is very important to me.” Another person said, “I couldn’t ask for anywhere better. Nothing is ever too much trouble, and you know when they say that it’s true. The staff are very dear to me.” A relative told us their loved one had been extremely poorly following a stay in hospital. Through knowing the person so well, staff had supported the person to regain many of their previous skills. The relative said, “It’s not one of these places where there’s only one or two staff that know an individual, everyone knows everyone. Knowing [loved one] is where she is and has the care she has, takes a massive stress off my life. I can’t tell you the difference it makes having somewhere you believe in and rely on and have total trust in them.” Another relative said, “Their relationships are what they do really well. From the moment we arrived [management team] acknowledged us and were very warm and the way their interact with residents was very telling. That real sense, right from the start the relationships are very warm and reassuring. Staff are really skilled with dementia. They really are very good.” Another relative described how the staff had supported them to organise a day out for them and their loved one to partake in something they had enjoyed as a pastime in their life. They said, “She loved it. They got a special taxi to pick her up due to the wheelchair and a buffet for when she got back.”

The registered manager promoted a highly person-centred approach. They told us they were proud of the staff team and how they supported people. They spoke about the importance of knowing people well and understanding their background. The registered manager said, “We always give the background story to staff and look at how we can help people to settle in because, we recognise it can be a frightening time for them. Every person is different regarding what support they need. Staff are very eager to know residents from day one.” Staff we spoke to described people’s personality and what they enjoyed in addition to their care needs. They became animated when speaking about people. For example, one staff member told us, “I love to listen to them and spend time with them. Like everyone they all have their stories, and we learn them to know what they need.” Another staff member said, “I love it here. I like to care for senior people. I am very close to them. It feels like a home. And we are a family. For me communication, is very important in this job.” Staff understood the importance of people’s families being involved in their care and ensured they were kept updated where appropriate. Family meals were planned to enable people to be together and enable the person to feel they were hosting a family event. Priority was given to keeping families informed through calls, emails, video calls and access to the activities IT system. Newsletters regarding people’s care were sent to families regularly.

Staff were very attentive and had a good understanding of people. We observed people were supported and spoken to in a supportive and individual way. Staff took time to work out how people wanted to be cared for and this was reflected in highly detailed care plans. Individual interests and people’s past lives were taken into account when planning people’s care. These included one person who used to be a cleaner and enjoyed this role supported with housekeeping tasks and another person who helped with administration where appropriate. Another person enjoyed playing chess and had been matched with a staff member so they were able to enjoy a game together. Another person had always gone to the shop on a daily basis. Staff told us they now had a system to ensure the person was able to continue with their routine. There was a positive, relaxed and nurturing approach within Jubilee House where it was clear people’s individual needs and wishes were at the centre of the care provided.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Relatives confirmed they and their loved ones were involved in discussions about future plans and wishes. One relative told us, “We do communicate a lot about this and future plans and what will happen in next stages. Staff have talked to me before she moved in and a couple of months ago about the next steps and future care plans.” Another relative said, “We have had frequent discussions over the years with how best to proceed and what they can and can’t do. When [loved one] was more mobile they were very prolific with [loved one] being involved. They never left her out of these discussions.”

The registered manager was committed to ensuring staff had the training and understanding needed to support people at the end of their life. They told us, “End of Life care is part of my passion and we have had a lot of success around supporting residents in the way they wish. New staff are asked about their experience, and we assess what training they need.” A number of nurses had received specialist training from the local hospice which is continually shared with staff. The registered manager went on to tell us, “We try to accommodate relatives if possible so they can always be close. We have learnt a lot about spiritual needs, not only religious needs. It may be pictures of family, looking out of the garden. When we lose residents we review their care with staff regarding is there anything else we should have done differently.”

Systems were in place to ensure people and their loved ones were involved in future planning and the care people wished to receive at the end of their life. The service was working towards accreditation with a nationally recognised organisation which aims to enable a ‘gold standard’ of care for everyone at any time in a person’s last years of life. In working towards this staff and the management team had developed plans with people and their loved ones in relation to the care they wished to receive, where they would like to receive their care and who they would like to be involved. Information was personalised and reflected people’s spiritual needs as well as things which were important to them such as music and items of personal significance. The care people received was reviewed to assess how people’s needs had been met and if anything could be done differently to ensure learning could be shared going forward.