Majestic Healthcare Ltd

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

The care people received was responsive and delivered in a person-centred way. People had communication plans in place and information was provided to them as needed. Improvements were needed to ensure people’s end-of-life wishes and plans had been considered.

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 and relatives felt the care they received was person centred and raised no concerns.

The registered manager told us they had made improvements since the last inspection and were more focused on delivering person centred care to people. They said, “We ask people, we make sure people, and their relatives are much more involved now and we use our assessments to create more individual plans for people.”

People and relatives raised no concern to us. One relative told us they had helped them to access other care agencies. They said, “They will call the district nurse if required.”

The registered manager told us they had recently lost some of their staff and this had meant not all people had received care from a consistent staff team. They told us they were committed to ensure people received care from a consistent staff team. They had recruitment processes in place to ensure there were enough staff.

As part of this assessment, we asked for feedback from the local authority. No concerns were identified with the provision of care.

There were systems in place to monitor and review care. This included provisions to ensure consistent care was delivered.

People and relatives raised no concerns with how information was provided to them.

The registered manager told us information was available to people in different formats if they required this. They confirmed people had individual plans in place identifying their preferred method of communication. Staff confirmed to us they were aware of these plans.

Care plans reflected how people communicated and the levels of support they needed.

People and relatives felt they were involved with their care, and they were listened to when needed. A relative told us, “I hadn’t been informed when a different carer was coming or about the change in time, however, I was happy with the outcome when speaking with the staff and that they changed things immediately”.

The registered manager told us how people were now more involved with their care, they told us they ensured people had the opportunity to provide feedback on their care and they used this information to make changes for people.

People had the opportunity to provide feedback. There was a system in place to ensure complaints were responded to in line with their own policy and procedure.

People and relatives raised no concerns with the access to treatment they had. They told us the care they received took into account their individual needs.

The registered manager told us they had systems in place to ensure people had support that considered their protected characteristics. Staff told us they were aware of people’s protected characteristics and what this may mean for them.

As part of this assessment, we asked for feedback from the local authority. No concerns were identified with equality in access.

Care plans considered and detailed how people were supported with their protected characteristics.

People and relatives raised no concerns with their experiences of care.

The registered manager was aware of inequalities people may face and the action they would take to over come any concerns.

There were systems in place to consider people’s experience of care.

People and relatives raised no concerns with the planning of end-of-life care.

The registered manager confirmed this was an area that needed improving and that not all people had plans in place for this. They confirmed they were not supporting anyone who was currently receiving end of life care.

There were not always end of life plans in place for people. This placed people at risk of not receiving the correct levels of support during this time.