Magnolia House

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• 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

We assessed 2 quality statements in the responsive key question. Systems were in place to ensure people received person centred care which met their needs. Processes were in place seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. These processes helped to ensure care and support could be offered to both people and staff which fully considered their protected characteristics.

This service scored 54 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Some people did not always feel they were fully involved in decisions about their care or were aware of their care plans. A person told us, “I have not seen a care plan it’s in the office – if they change anything they say they will put it on it.” A family member was unsure about care plans but said, “Every care is taken of Mum and I am always advised of a problem and my wishes are honored.” In April 2024 Health watch undertook a visit to magnolia House. They reported positive observations and that people were support in an individual manner by staff who knew people and how to support them.

Documents received from the service showed there had been communication with people and family members and the manager was looking at how they could better evidence this in the future. Discussions with care staff showed they understood people’s care and support needs and what mattered to individual people. Information about people's life histories including their interests, family members and past jobs was included in their care plans. This meant staff had the necessary information to understand how to support a person's wellbeing and meet their emotional and social needs.

We observed staff supporting people in a person-centred way and they clearly knew them well and had developed supportive caring relationships with them. External health and social care professionals told us they felt people received appropriate individual care.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

Many people were living with dementia and therefore at risk of inequalities however, our observations of staff in communal areas showed they knew people well and people were appropriately supported to be involved in activities and decisions about their day to day lives. A person who was cared for in their bedroom at all times due to medical need told us they felt isolated and lonely at times. We observed a staff member sitting and chatting with a person for a short time after they asked the staff member to stay with them.

Staff and the management team were very clear that discrimination against people or staff would not be tolerated. Staff described to us how they would always challenge discrimination and would raise concerns with the management team if needed. They were confident this would be addressed, and people would be supported without discrimination. One staff member said, “We all get on, we all work as a team.” Some people were cared for in their bedrooms and were therefore at risk of isolation. The management team told us they were trying to find volunteer visitors for people who did not have regular family visitors. Activities staff told us they supported people in their bedrooms with some activities to reduce the risk of isolation.

The preadmission and care planning process viewed showed people were considered as individuals. This helped to ensure people received the care they required and reduce the risk of inequality in outcomes. Staff had completed dementia and communication training meaning they would be better able to understand and support people living with dementia. An external health care professional told us, “The management team are particularly pro-active and good advocates for their service users in order to ensure they have appropriate equipment and access to services that support their well-being.”

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.