Marigold Home Care 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 provider met people’s needs.

This is the first assessment for this service registered on 22 February 2023. This key question has been rated 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’s care plans included information on their care needs and how they wanted their care provided. Relatives told us the staff focused on their family members and responded to their needs. People had the same group of staff supporting them which meant they had developed an understanding of their like, dislikes and what they enjoyed. A relative commented, “The care worker is very cool and very lovely. They make my [family member] laugh.”

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’s care plans identified the health care and other professionals involved with their care. The provider worked with other home care services when a person received support from multiple care providers to ensure people’s support needs were met. People had support from the same staff so there was continuity of care. A relative said, “The care worker is like part of the family.”

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

People’s care plans identified their communication support needs and if they had any issues with sight, hearing or verbal communication. There was a section in the care plan which included information on the person’s preferred language and how they preferred to be contacted by the office. Where a person was unable to communicate verbally staff were supported and provided with guidance on how to communicate in the most appropriate way. A relative confirmed staff used the appropriate communication tools and understood their family member’s ways of communicating when providing care. People’s care plans included a fact sheet on ensuring information was accessible for people.

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.

Relatives and people were involved in developing and reviewing care plans to ensure they provided up to date information on care needs. Relatives explained they knew how to raise any concerns or complaints but had not had the need to. The registered manager told us they used surveys to get feedback from people being supported, relatives and staff about the service. Relatives told us they had regular contact with the registered manager to provide feedback on the care.

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

The registered manager told us during an initial assessment; they identified if a person had any specific needs in relation to the staff member who would be supporting them. This could include having staff who were familiar with the person’s local cultural and religious community when supporting them to go out for activities. People’s care plans identified their communication needs and how staff should communicate appropriately. Staff were allocated to support people who spoke their same or similar language or who were trained on specialist communication tools.

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’s care plans provided information on any religious or cultural preferences. The information identified of there were any actions required by staff to respect the person’s beliefs when providing care. These included allowing time for the person to complete their religious practices before starting care and any dietary requirements. Staff completed training on equality, diversity, inclusion and human rights.

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’s care plans had identified goals in relation to the health and wellbeing and provided staff with guidance on how theses could be achieved. These goals were assessed during the regular care plan reviews. People’s care plans identified if they wanted to be resuscitated if their health was to deteriorate. At the time of the assessment staff were not providing support with end of life care.