Magnolia House

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.

This is the first assessment for this service since registration under the new provider. This key question has been rated 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.

People and their relatives were complimentary about staff and their caring approach. One person told us, “First class, lovely carers and the carers are very dedicated.” Another person said, “It is very good here, they [staff] are very helpful, very nice people, and it's a pleasure to be here.” Relatives’ comments included, “When I go home, I am comfortable knowing he's being looked after and enjoying it day by day and in the moment” and “It's lovely and staff are lovely and get on well with [person] and other residents. We are made to feel welcome.”

Staff demonstrated kindness and compassion through personalised approaches that upheld people’s dignity. Staff were attentive, responsive and patient with people to help ensure their comfort and safety.

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

People and relatives felt valued and listened to and confirmed they were treated as individuals and that staff knew them well. Relatives’ comments included, "They [staff] are very accommodating, [person] hates mashed potato, so they ensure they get chips instead” and “Staff are lovely and get on well with [person] and other residents. [Person] is always shaved and dressed smartly in their own clothes which is really important to them.” A person said, “It is very good here, they are very helpful, very nice people, and it's a pleasure to be here.”

People’s care plans included details about what was important to each person. This included how they wished to be addressed, their sexuality, communication needs, their faith or spiritual beliefs and their culture.

Staff spoken with clearly knew the people they supported and were able to describe how people liked to receive care, their personal preferences and what was important to them. During our assessment visits we heard staff talk to people about subjects they were interested in, and we observed some people’s rooms were individualised to people’s tastes and interests.

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

People and relatives confirmed they were well supported by staff to maintain as much independence as possible and had choice and control of their care. A person told us, “I can get up when I want, if I want to stay in bed I will, the staff are happy with that.” Another person said, “The staff are really helpful and will help me when I need it.”

Care plans viewed contained detailed information about the level of support people required and what they could do for themselves. Staff described to us how they promoted and encouraged people to remain independent. A staff member said, “[Person] had a recent fall and has lost some confidence. I encourage and support them to walk; their mobility and confidence is getting better.” Another staff member told us, “I give people their flannel to wash their hands and face and encourage them to do their own teeth.”

We observed staff supporting people to maintain their independence, by offering encouragement to do things themselves and ensuring they had equipment they required, such as walking frames. People were also encouraged and supported to maintain independence during mealtimes. For example, we observed 1 person was served their lunch on a deep plate and were provided with adapted cutlery. This person ate most of their meal independently, but when they began to struggle this was identified by a staff member who offered them additional support.

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.

During our visits we observed staff responded promptly to people and provided reassurance appropriately. Staff were visible and accessible throughout the service.

People and relatives confirmed needs were met in a timely way and staff were responsive. A relative told us, "They [staff] don't leave anything to chance they always get the GP or emergency services if there is anything wrong." Another relative said, "They always keep us informed of [person’s] progress. They [person] recently had a fall in the middle of the night and they informed me promptly.” They added, "[Person] started with a chest infection, and staff called the GP before he became too unwell."

The management team and staff described how they acted on concerns linked to people's care and health by escalating them to the appropriate professionals. On review of people’s care records, it was noted referrals had been made to healthcare specialists where required.

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

The management team understood the need to make reasonable adjustments for staff who may have social, religious or cultural needs to fulfil and individually tailored support for staff could be offered if specific situations arose.

Staff felt valued and were clear that they could speak with the manager or deputy manager at any time and felt that their views, opinions and suggestions would be listened to. Staff comments included, “I would recommend this as a good place to work. I wouldn’t want to work anywhere else. I feel very valued and the management are open with us” and “The management are always available, and I can approach them at any time, they are so helpful to everyone. The managers encourage us [staff] to share our ideas with them, which they listen to and consider.”