Amber Court Residential Care Home

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.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Information about people’s needs and preferences were recorded clearly in their care plans. Staff used this guidance to support people in the ways they preferred and in line with any specific individual needs. A relative told us, “I spent a lot of time talking with the home about [person’s], needs and preferences.” Where people’s needs changed, this was communicated to the staff team to ensure people’s care met their current requirements.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Visiting professionals shared with us how they worked with the staff team to provide holistic support to people. One visiting professional said, “I have been coming for 10 months, the staff are friendly and I think the communication between us is good. I always follow up a visit with an email confirming any actions. The staff follow direction and call the practice as and when needed. I do not have any concerns.”

We observed staff provided information on people’s current health to visiting professionals to support their visits.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs had been assessed and care plans contained guidance for staff about how best to communicate with people. The staff team spoke a variety of languages, which aided communication with people and for others the staff team used translation services to ensure people could communicate their needs and wishes. We observed staff communicating with people with patience and trying to support their understanding.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People knew how to raise concerns about their experiences of care and both people and relatives told us they felt confident to do so. One person said, “I have never made a complaint, but I would tell the manager if I had a problem.”

There was a process in place to manage complaints and staff knew how to escalate any concerns they received. One staff member said, “Any complaints are passed to the manager. Everyone is encouraged to raise concerns and staff are open to listening and responding.”

Where complaints or concerns had been raised, records showed investigations had taken place and any learning had been shared with the staff team to improve practice.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider ensured people had access to services such as dentists, opticians and specialist healthcare professionals, including community nurses and physiotherapists when needed. The management team gathered relevant information about people’s health or medical needs to ensure care provided met their current needs.

Adaptations and equipment were in place according to people’s individual needs and staff were aware of how to use these to support people.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had received training in equality and diversity and were confident to advocate for people where appropriate. They were considerate of how people’s protected characteristics, such as cultural or religious needs, could impact on the care they provided, and respected this.

One staff member told said, “We support residents from different backgrounds, and work with staff from diverse communities. Everyone is treated equally, with no discrimination and no disrespect.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People and relatives were supported to share their views and be involved in decisions about end of life care. One relative told us, “I spoke to the manager, we sorted out what their funeral arrangements are, how they would like to be treated, and spend their time with others, we also sorted the ReSPECT forms too.” A ReSPECT (Recommended Summary Plan for Emergency Care and Treatment) form is used to support advanced decision making and creates personalised recommendations for a person’s clinical care and treatment in a future emergency in which they are unable to make or express choices.

Care plans were in place which staff used to ensure they provided end of life care in accordance with people’s needs and preferences. The staff team worked in partnership with specialist professionals to ensure people’s experience of care at the end of their lives was dignified.