Marygold Care UK Ltd

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 service 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 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.

People received care that reflected their individual needs, preferences and wishes. A relative told us, “[My family member’s] care is good and personalised to their needs.”

Staff understood what mattered to each person and provided support which reflected people’s preferences, routines and communication needs. A member of staff said, “I always respect people’s values. The person is at the centre of the care. We have to always ask them what they need. It is their choice we have to respect.”

Staff promoted people’s independence wherever possible, including supporting them to access the community and take part in activities they enjoyed.

Care plans were detailed, personalised and regularly reviewed. People’s care plans included information to reflect their physical, mental, emotional and social care needs. People had opportunities to review their care plans. This helped to ensure staff were responsive to any changes to people’s needs.

Staff worked closely with health and social care partners to ensure care remained responsive as people’s needs changed. A care professional said, “Staff adapt their practice to suit the individual rather than expecting the individual to adapt to the service, which is a testament to their commitment to high‑quality, personalised care.”

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.

People received consistency and continuity in their staffing and care arrangements. People were allocated small teams of staff, whom they had built positive relationships with so that they felt comfortable in their presence. Staff understood people’s needs and met their needs in relation to equality and diversity.

People’s care was well planned, consistently delivered and coordinated with other services. This helped ensure people received support that met their needs, promoted their wellbeing and adapted to changes in their circumstances.

Staff worked closely with external professionals to make sure people received coordinated and consistent care.

The provider supplied appropriate and up-to-date information in formats that were tailored to individual needs. Staff supported people to communicate by using their preferred method of communication. The provider employed a range of staff who could speak the same languages as people who used the service. This had a positive impact on people as they were supported by staff with a shared cultural heritage who were able to speak the same language as them. A relative told us, “The positive aspect of the service is that we get Sri Lankan care workers. Communication is very important. [My family member] speaks English and Sri Lankan. We prefer Sri Lankan care workers for them because they enjoy watching Sri Lankan programmes and listening to Sri Lankan music. They also help with their religious practices on Sundays.”

Care plans recorded individual communication preferences.

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

The provider had a complaints policy in place. The registered manager told us no formal complaints had been received. There were systems and processes for people and their relatives to allow them to feedback information. A relative told us, “We have all their contact details and can easily reach them by phone or email.”

Management and care staff were responsive to people’s needs and took appropriate action to help ensure people received effective care and support. Staff received support and training to help them enhance communication with people.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider supported people in areas such as personal care and medicines. This was done in line with people’s assessed needs.

People had fair access to the support they needed, and the provider worked to reduce barriers that could limit people’s opportunities. Staff understood the individual circumstances of the people they supported, including physical, sensory and communication needs, and adapted their approaches to ensure support was appropriate.

The provider had policies and procedures around equality and diversity. Staff had received training in equality and diversity. This helped to ensure they had awareness of people’s protected characteristics and the requirement for all people to receive fair and equal treatment.

People told us they were involved in their care and staff respected their choices and preferences. People were able to choose the gender of their care staff and this was respected by staff. A relative told us, “My loved one prefers a female and was asked initially if they preferred a male or female, they prefer a female carer for personal care, the carer is respectful and listens to my loved one.”

The provider made sure that people could access the care, support, and treatment they needed when they needed it. Managers and staff supported people to access health care services when they needed them, and this was recorded in their care records.

People were treated fairly and raised no concerns about discrimination or inequality in relation to their care. Management told us people’s needs and preferences were assessed before the provider agreed to commence care services. This helped to ensure people’s needs could be met.

The provider had a programme of training that covered equality, diversity, and inclusion. Staff were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

People had their human rights and diversity respected and were treated with compassion by staff. People’s diverse needs and wishes were assessed, documented and respected.

People were supported to plan for future needs, aspirations and changes in their lives. Staff understood what was important to people and worked with them, their relatives and professionals to help ensure plans reflected individuals’ goals and preferences.

Where people were receiving support with end-of-life care or in receipt of palliative care, appropriate care plans were in place. Staff had completed the relevant training tailored to the person’s specific needs.

Management ensured staff had guidance to support people through transitions and more complex decisions. They were responsive and played an important role in involving external professionals in people’s care.