Amara Care Limited

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 71 (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.

People’s care records were reviewed and monitored. Care records detailed individual preferences and what was important to the person, meaning they were at the centre of their care. When changes were made, staff were updated through team meetings or memos sent by the registered manager. During our observations we saw staff interacting with people in a way which showed they understood their individual needs and were able to respond quickly when people showed signs, they were becoming upset. Staff acted quickly and the person appeared less anxious.

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.

The provider ensured people were supported by a small and consistent staff team which helped to promote continuity of care. Most staff had worked at the service for a long time as they liked their roles and supporting people. A staff member said, “I really enjoy my role.”

Systems and processes were in place to ensure information was communicated to ensure any changes in people’s care needs were known and responded to, providing continuity of care.

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

Communication plans were in place and detailed people’s chosen communication as well as how to share information with them. For example, one person would tap on a table indicating they wanted an item and staff were responsive to this. We saw evidence of communication aids being used, such as an easy read shower routine. The person was able to tell us during the assessment about this aid and how it helped them to have a full shower.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People had opportunities to share their views about the care provided, helping the service gather feedback and address concerns. The provider had a complaints policy in place and staff knew and understood their responsibilities if a complaint was raised directly to them. People who used this service had been supported to raise a complaint to the provider, which was appropriately reviewed with outcomes given.

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

The provider was working to reduce the barriers for one person for them to access their outside space. Planned improvements were in place to enable them to have more opportunities to access outdoor space. Whilst improvements were ongoing, the staff were trying new ways such as using pictures to support a person to access their outdoor space.

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.

The provider had an equality, diversity and inclusion policy in place that was understood by staff. Staff had completed equality and diversity training which meant they had the skills to ensure that people received equitable care regardless of their background.

People were not always 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 were not consistently supported to make informed choices about their future, as care plans did not identify goals or longer-term aspirations. This meant people had limited opportunities to work towards outcomes such as developing independence skills. The provider told us people’s reviews were due and they planned to document people’s goals.