JAAN Services

Updated 3 February 2024

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection was completed by 1 inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats. This service provides care and support to people living in 24 ‘supported living’ settings, so that they can live as independently as possible. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living; this inspection looked at people’s personal care and support.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because we needed to be sure that the registered managers would be in the office to support the inspection.

Inspection activity started on 10 January 2024 and ended on 22 January 2024. We visited the location's office on 11 and 12 January 2024.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 2 people who used the service and 7 relatives or representatives of people using the service on the telephone, about their experience of the care provided. We spoke to and communicated with a further 5 people at the office. We spoke with 11 members of staff including the registered manager, director of operations, directors, administrator, senior support staff and support staff. We reviewed a range of records. This included 7 people's care records and medication records. We looked at 4 staff files in relation to recruitment, staff rotas and monitoring system and a variety of records relating to the management of the service.

Following our visit we received feedback from a further 7 support staff and 3 health professionals. We continued to review information including policies and procedures, staff training, quality audits and management records.

Updated 3 February 2024

About the service

JAAN Services provides care and support to older people and people with a learning disability living in their own homes. At the time of our inspection the service was supporting 24 people.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

People’s experience of the service and what we found

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic.

Right Support

Risks to people were assessed and managed. Support plans were comprehensive and personalised to enable staff to provide person centred care. Risks assessments and support plan were kept under review to ensure guidance remained relevant to promote people’s safety.

People received care and support from staff who knew them well and understood their individual needs and preferences. Staff supported people to have the maximum possible choice and control over their own lives. Policies and systems in the service supported this practice.

Right Care

Staff provided personalised care and support to promote people’s wellbeing, enhance their quality of life and to achieve positive outcomes. People’s support plans were comprehensive and reflected their current needs. Staff were well aware of the people’s care needs including support with medicines and their choices and wishes were respected.

The service had enough appropriately trained and skilled staff to meet people’s needs and to keep them safe. Staff were trained and understood how to protect people from poor care and abuse. The management team and staff worked with other agencies and professionals to promote people’s safety and wellbeing.

Right Culture

People remained at the heart of their care. People were involved in reviews of their care to ensure their current needs were met. People’s equality and diverse needs were considered and respected.

Staff recruitment process ensured only suitable staff worked at the service. Staff received essential training for their role including infection prevention and control. Staff understood best practice in relation to sensitivities to people with a learning disability and autistic people. Staff turnover was very low, which supported people to receive consistent care from staff who knew them well. Staff felt well supported by the management team.

The registered manager understood their responsibilities and worked in a transparent way. People’s quality of life was enhanced by the service’s culture of continuous improvement. Systems and processes for monitoring and improving quality and safety were effective. The service worked well with external agencies and professionals to support people with their ongoing care needs and goals.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection and update

The last rating for this service was good (published 19 March 2019). The rating remains good.

Why we inspected

This inspection was prompted by a review of the information we held about this service and prompted in part due to concerns received in relation to staffing and managing risks associated to people’s needs.

For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating. The overall rating for the service has remained good. This is based on the findings at this inspection.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the Safe and Well-Led sections of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘All inspection reports and timeline’ link for JAAN Services our website at www.cqc.org.uk

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.