Magic House

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. When we last assessed this key question, we rated it good. At this assessment we only looked at parts of the key question and the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received care and support tailored to their individual needs. Where people had routines which were important to them, these was clearly documented and staff understood the importance of not disrupting them. A relative spoke to us about how the service supported a person to personalise their room and commented, “[Manager] got builders in, so the flat and the colours would suit [person’s] needs. The team arranged for the furniture to be transferred from the previous service.” Another relative told us, “They are definitely looking ahead, what to do next, what [person] can get involved in, looking at education, looking at the bigger picture.”

Staff spoke about how they involved people, their loved ones and other professionals when planning people’s care while ensuring the focus remained on people. Staff also considered people’s likes and dislikes when engaging with people in their daily activities. The registered manager told us reasonable adjustments were made to people’s physical environment and/or their care as needed.

People’s care records, including care plans, daily logs and incident forms, were detailed and person-centred. This enabled staff to identify what was important to people and further develop their care plans with the aim of ensuring each person received care and support that was right for them.

The service offered the necessary support to people for their rooms or flats to be adapted according to their personal preferences. We observed a person’s room was padded but also bright and colourful. This layout, which the service helped to create, offered the person a safe space to retreat to when in a heightened state, helped support their independence as staff did not always have to be in the room, and at the same time promoted their wellbeing.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and their relatives were able to feed back on their care and experiences. People told us they felt comfortable to approach the managers and raise concerns if they had to. The representative of a person told us, “I have not raised any concerns or made complaints. But I am confident any issues would be dealt with promptly.” Comments from relatives included, “Happy to speak up if there were any concerns” and “Feel listened to and receive emails and phone calls.”

Staff told us they reported concerns and any complaints to their line manager.

There were inconsistencies in how complaints were recorded. A central complaints log contained complaints recorded for the different supported living schemes but no complaints were recorded for 2 of the schemes where we knew complaints were made. The registered manager told us this was an administrative error but this lack of a consistent approach in recording complaints meant there was a risk some complaints were not addressed effectively which could result in people feeling unheard. For one of the schemes, a complaints log was only implemented following our visit. For the other scheme, although there was a complaints log kept onsite (locally), we were not assured the concerns were escalated to senior management in a timely manner for follow-up actions or investigations. While the service had a complaints policy, it did not specify where complaints should be recorded, whether locally or centrally. However, we also found examples where complaints were fully investigated, acted upon promptly and resulted in positive outcomes. Staff engaged with people in regular key working sessions where they listened to and worked on people’s ideas, interests and wishes. Managers met with people’s relatives, health and social care professionals and local communities to engage in conversation and find solutions to concerns.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.