Marlborough Court Care Home

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.

People were receiving a service that met their care and support needs.

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.

People’s care plans were person centred and reflected their individual preferences, life histories and wishes. People and their relatives where required, were involved in reviews of their care and supported to contribute their views and wishes. This ensured people received care and support which met their needs and reflected their preferences.

Staff worked effectively with health and social care professionals to ensure people received joined up care provision and continuity. Health and social care professionals visited the service on a regular basis to discuss and respond to people’s care and support needs. These included a GP, occupational therapists, opticians and community mental health teams amongst others. Record showed that staff referred people to other professionals when required.

People and their relatives were provided with information about the service and other services they could access in formats that met their needs. For example, we saw information about activities, and mealtime menus was provided in pictures and large print. A manager told us information could be provided to people in large print, audio formats and translated into different languages if required. In some cases, family members helped with communication and some staff spoke the same language as people using the service.

Meetings for people using the service were held on a regular basis. We saw the minutes from a resident meeting held in June 2025. Areas discussed at this meeting included meals, activities, maintenance and laundry. The minutes included feedback and suggestions from people. For example, people said they liked spending time outdoors when sunny and they were happy with the meals cooked in the home, they said the meals were tasty and cooked well. We also saw the minutes from a relatives meeting held in April 2025. Areas discussed at this meeting included activities, staff interaction with people and missing clothing. The report included an action plan supervising staff around interacting with people and obtaining a machine for labelling people’s clothing.

There was a complaints policy and procure in place and people told us they were aware of this. A person told us, “I haven’t had to complain but I’m confident they would deal with it correctly if I did.” Another person said, “I complained about the food, and it has improved.”

We saw the action plan from the staff, residents and relatives survey. This included completed actions for improvement for example, an employee of the month program was put into place, relatives quarterly meeting schedule was displayed to remind family members to join, and issues with people’s laundry were addressed by the housekeeper.

People were supported to access the care, support and treatment they need when they needed it.A GP visited the service twice week or when needed to look after people’s medical needs. An occupational therapist told us they were based at the service 3 days a week to assess people’s needs and to provide guidelines for staff, including the use of appropriate equipment. A professional from the local authority memory clinic told us they regularly visited the service to undertake dementia diagnosis assessments, and a tissue viability nurse regularly attend the service to offer advice and training to nursing staff.

People’s diverse needs and wishes were assessed, documented and respected. The provider had an equality and diversity policy and procedure in place and staff had received training to understand this.

People were cared for and supported at the end of their lives. Where appropriate people’s end-of-life care needs had been assessed and plans were in place, ensuring their wishes and best interests were respected. The service worked with palliative care teams to assess and plan ensuring people’s needs and wishes were known and respected. Staff had received end of life training to ensure they knew how to provide dignified, comfortable and pain free care whenever possible.