Amber Court Residential Care Home

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives spoke positively about how staff treated them. One relative told us, “The staff are so welcoming, when we first arrived, [name of staff member] spent 40 minutes talking to us and explaining everything, they were so kind.”

We observed interactions between people and staff and saw staff were warm and friendly towards people. Staff shared examples with us of how they supported people in a dignified way. One person told us, “The staff are alright, I don’t have a problem. They always knock my door before coming in.” Another person said, “The staff are absolutely fantastic, I wouldn’t want to be anywhere else.”

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.

Staff shared examples with us of how they tailored people’s support and experience according to their individual needs and preferences. One staff member said, “We support [person] by ensuring they have their prayers in the morning, their room is decorated in line with their culture and their food choices too.”

Information about people’s diverse needs and individual preferences was recorded in their care plans and staff used this information to deliver care tailored to each person.

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

People were supported to make their own choices where possible. We saw people made their own decisions about how and where they spent their time, and people moved between spending time in communal spaces or being in their own rooms throughout the day.

Staff supported people by offering them choices, and where people required high levels of support this was offered respectfully, allowing people to lead their own lives and have control over their 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.

We observed staff were quick to respond to people when they needed them. One person, seated on their own, became visibly upset and staff immediately stopped what they were doing and went to them to offer reassurance. Relatives told us staff were available when people needed them. One relative commented, “I visit at all different times, the staff are always happy and smiling and I would know if mum wasn’t happy with them.”

One person, who used a call bell, shared with us an example of how they had experienced a delay in gaining support from staff. With the person’s permission we shared this feedback with the manager, who advised they would review the person’s records and take action to address their concerns.

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

Staff told us they felt valued by the management team and spoke positively about how they were supported in their roles. One staff member told us, “The manager is very supportive, listens to staff and supports them in any way needed.”

Staff were clear about their responsibilities and worked together as a team to meet people’s planned needs as well as responding to requests or changes in people’s health or wellbeing.