Magna

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

People’s care and support plans reflected their physical, mental, emotional, and social needs including those related to protected characteristics under the Equality Act. People were involved in planning their own care and support. People were supported to access healthcare and other services as necessary. Staff ensured people received information about their care and support that was accessible to them.

This service scored 64 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

A person said, “The staff know what I like to do. They come with me when I go out.” The person told us about the various places in the community they liked to visit and how staff accompanied them when they went out.

A staff member told us some people liked to be involved when their support plans were written and reviewed. Others were less interested and that was their choice. But all had the option to be involved if they wanted to. The staff member said, “[Person] enjoys the reviews. You can ask them what they want and if they’re happy with how things are, and they will tell us. Another person’s [family member] is involved and likes to take part in reviews. We contact them and ask for their opinion on how the support is going.”

Staff followed people’s support plans to ensure they received personalised care in the way they wanted it. Staff were flexible in responding to people’s changing needs and ensured people had a say when any decisions were made.

A person said that if they felt ill staff would take them to the GP. Another person had had a successful trip to a dentist on the day of our visit. People had the choice of using a local dentist, or a dentist specialised in treating people with learning disabilities at a local health centre.

Staff told us they monitored people’s well-being and sought medical advice where necessary. For example, a staff member said a person had been ‘off-colour’ and ‘not themselves’. Staff were exploring with the person, and with health care professionals, what might be wrong. A staff member told us, “We are taking a holistic approach. We are looking at the person’s physical and mental health in conjunction with their GP.” Staff said their local GP understood and met the diverse needs of the people using the service and took the time to explain to them what was happening. Staff also said they supported people to use specialised healthcare services where appropriate.

Visiting healthcare professionals were given the opportunity to comment on the service when they visited either in person, online, or in writing.

People had detailed healthcare plans covering their physical and mental health needs. Records showed staff supported people to maintain and improve their health. Where necessary, people were referred to community health care professionals including GPs, consultants, dentists, opticians, and speech and language therapists.

A person showed us how they chose meals from a pictorial menu at the service.

Staff told us how they followed people communication support plans to ensure information was provided to them in a way they understood. They gave us example of the different methods of communication people preferred. A staff member showed us a daily staffing board where people could see pictures of the staff duty for each shift and who they were assigned to support.

The provider ensured information was available to people in a way that met the Accessible information standard. The Accessible Information Standard is a law which aims to make sure people with a disability or sensory loss are given information they can understand, and the communication support they need. People’s communication needs were in their support plans and staff understood these.

A person said that if they were unhappy about anything at the service, they would tell the registered manager or staff. They said, “If I’m fed up, I tell them.”

Staff knew how to support people if they wanted to complain. They said not all the people they supported would be able to complain directly so they would advocate for them. A staff member told us, “If they were unhappy about something it would show in their body language or in other ways. We would find out what was troubling them and try and put it right. And if we had to go to the [registered] manager or higher to resolve it then we would. The [registered] manager is very supportive when we advocate for people.”

Complaints about the service were taken seriously with records kept and outcomes recorded. Learning from complaints was shared so staff could incorporate it into their daily practice. A representative from the provider’s human resources department visited the service once a month to meet with staff and give them the opportunity to feedback on the service.

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.