Majestic Care North West Limited

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

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.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Everyone said that staff understood their needs to be able to respond well. Staff observed people’s wellbeing during their visits and took action if people’s health changed or declined, for example contacting the GP or district nurses. A relative said, “The carers know my [relatives] really well and it is a really personal service.”

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.

The provider aimed to provide continuity of care by managing staff rotas so that people were supported by the same and familiar staff. Many employees had worked for the company for some time which meant they had chance to get to know people and their needs well. Staff completed training regarding the community they supported, for example dementia and awareness of learning disabilities.

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

Care plans took account of people’s specific communication needs and guided staff accordingly. For example, 1 care plan contained information about how to support someone with hearing loss so that information could be shared with the person effectively. The provider was able to adapt written information into different formats and have made verbal recordings of service user guides for people with sight loss.

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.

The provider sent people and their relatives questionnaires on a yearly basis to request feedback about the quality of care and support. There was a complaints process and people told us their concerns were resolved effectively and in a timely manner. We saw evidence of compliments, and these were shared with staff. The managers conducted spot checks which gave people an opportunity to provide feedback face to face.

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

The service was flexible and could change people’s support around to better meet their needs in conjunction with the local authority. The staff were supported by an on-call system out of hours and people could access the service over a 24-hour period. Care plans took account of when reasonable adjustments could be made, for example support with mobility in the community.

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.

The provider had policies regarding equality and discrimination, and leaders were committed to implementing these. Staff were aware of both physical and social barriers that people may face and tried to alleviate these when required. People felt they were treated equally.

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.

There was an end-of-life policy and staff completed relevant training. Care plans considered people’s wishes and preferences regarding future care and support. The provider was not supporting anyone who was at the end of their life during the assessment but had done so in the past and staff managed this well.