Magnolia Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We witnessed good interactions between people and staff. People appeared relaxed in the company of staff who spoke to them with kindness. People also feedback that staff treated them with kindness, dignity and respect.

Staff had received training in treating people with dignity and respect and understood how to support people accordingly. A staff member said, “I speak respectfully [to people]. I protect privacy by knocking before entering, I explain what I am doing, and offer choices [to people] to maintain independence and dignity.

The registered manager told us, “Every individual in our care has a personalised support plan which details their care routines, preferences, life history, and emotional needs. We support and enable individuals to make decisions about their routines, meals, and activities. We support their autonomy and choice; provide assistance where necessary and promote their independence. We respect their privacy, knock before entering their home, maintain discretion in conversations and information sharing.”

The provider treated people as individuals and made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care plans contained information about people’s protected characteristics, including cultural, social and religious needs.

People told us they were treated like individuals. They felt staff understood how to care for them in line with their needs and preferences.

Staff had received training in equality, diversity and inclusion and demonstrated an understanding of the importance of respecting people's individual needs and preferences. Staff were able to describe how they delivered personalised care and promoted people's rights.

A staff member told us, “I follow each person’s care plan, routine and communication needs, choices, culture and preferences. I involve [people] in discussions about their support.”

The registered manager told us, “I am responsible for ensuring the people we support are treated as distinctive individuals with support tailored to their needs, preferences and life histories. We promote values through respect, empathy, dignity and inclusivity, person centred culture, and role modelling.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People told us staff supported them to understand that they had rights and control over the care and support they received. Staff understood how to treat people as individuals. One staff member said, “I ensure people are treated as individuals by getting to know their personal needs, preferences, routines and choices. I follow their individual care plan and involve them in decisions about their care. I respect their culture, beliefs, preferences and lifestyle and do not make assumptions about what they want.”

Care plans documented the support people needed to help them maintain some independence. Care plans also noted people’s social goals and activities, and how people should be supported with these.

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.

Staff told us they were alert to people’s care needs. Staff knew people well, and are able to respond effectively to their immediate needs. A staff member said, “If I had a concern about a [person], I would first make sure they are safe and response to any immediate risk. I would report the concern straight away to senior staff or a manager and follow the safeguarding and reporting procedures.” Another staff member said, “I would make sure the person is safe, listen to them, report concern promptly.”

The registered manger said, “We carry out observation and structured needs assessment and care plans to identify existing vulnerabilities. We engage people in discussion about their needs, listening to them actively and showing empathy.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they were treated well by the registered manager. They felt that their work schedule was management, and they could speak to the manager if they had any concerns. A staff member said, “My manager supports me through supervision, appraisals, check-ins, guidance, training and by being available when I need to raise a concern or ask for support.” Another staff member told us the manager, “Encouraged open communication, provided training and support when needed, and helps to ensure workloads and working conditions are managed safely.”

The registered manager told us, “We offer flexibleworkarrangements, and promote professional development. [Staff] receive ongoing training and skill building [and] we involve staff in planning service improvements.”