Magnolia Court

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 inspection we rated this key question good. At this inspection the rating has remained good. This meant his 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 made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The registered manger said, “We actively involve people in decisions about their care, respecting their preferences. We share decision making, present all care options.”

A person told us, “The care I received is tailored towards my needs.” Care plans fully reflected people’s physical emotional and social needs. Staff told us they were confident in supporting people to achieve their required care outcomes.

Care plans documented people’s health and social care aspirations. A healthcare professional told us, “I have found the service to be positive and supportive in meeting [a person’s] needs. The staff team demonstrate a good understanding of individual needs and provide care that is person-centred, consistent, and focused on promoting [people’s] wellbeing, dignity, and independence.”

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 registered manager told us, “We ensure connection organised transport, accessible minibuses. We provide trips to local shops, garden centres and cafes. The individuals’ outings- we arranged cab rides or walks for them with specific personal interests. We support individuals who wish to use local buses with staff accompaniment.We coordinate weekly trips to a nearby resource centre for sensory, music and crafts.”

The provider worked closely with the local authority to ensure they were able to deliver the care and support people needed before agreeing to support them. The service had a business continuity plan in place, to ensure the continuous delivery of service during unexpected or emergency situations.

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

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. (AIS) The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

We found the provider was working within the guidelines of AIS. The registered manager told us, “We implement a variety of measures to guarantee that the individuals in our care receive accurate, timely and relevant information. We use regular audits and quality checks ensuring the information shared is accurate and complete. The information is adapted in formats best suited to the individuals such as the easy read. We regularly check that recorded communication and information needs remain current.”

People’s communication needs were documented in their care plans. Staff had received training in communication and record keeping.

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

People and staff told us they were confident if they raised a complaint, it would be taken seriously. A staff member said, “People can give feedback by speaking to staff or the manager, attending meetings, completing feedback forms, or using the complaints procedure. They are encouraged to share their ideas, concerns and complaints without fear of being treated differently. All feedback is listened to and used to improve the quality of care and support.”

The registered manger said, “We value feedback and we focus on learning and improvement. Staff are trained to handle concerns.”

The service had a complaints policy in place to guide staff on how to best handle, manage or submit complaints or concerns internally, or to external professionals if required.

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

People told there were no barriers to the care and support they received. Staff had received training in equality and discrimination so understood how to treat people equally.

The service was accessible for people who lived there. Exits and entrances had ramps to assist those with additional mobility support needs. Bathrooms were designed to ensure people could use them comfortably in line with their support requirements.

Staff told us they ensured all people were able to access care, support and treatment as needed. One member of staff told us, “I monitor [people’s] health needs, I report changes promptly, and support people to access appointments.”

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.

People told us they were treated fairly by staff and did not have concerns about discrimination.Staff knew people who used the service and took steps to ensure they did not experience inequality with their care. Staff told us they advocated for people as required. The registered manager told us, “We empower [people] and staff to give their views. We act on people’s experiences and outcomes to improve care.”

Staff had received training in equality, diversity and inclusion. This meant they understood how to identify and ensure people did not face discrimination.

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.

People were supported to plan for their future care and support needs. The registered manager told us that discussions took place with people, and those important to them, about their wishes and preferences for future and advance care planning.

Care plans contained detailed and person-centred information about people's current needs, goals and aspirations. These plans guided staff to provide support that promoted people's independence and enabled them to maintain and develop their skills for the future.

Staff had received training in end-of-life care, so they were equipped to support people with this advanced care if required.