Amphion View 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 good. At this assessment the rating has remained 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.

People and their relatives were happy with the care and support they received. They told us staff knew them well and provided a personalised care service. Staff were able to pre-empt what people required and offered timely, responsive support. One relative told us, “They definitely give person centred care, staff know and understand [relative] well, they communicate by phone or face to face.”

Staff took the time to get to know people, and this enabled them to provide personalised care. Clear information was gathered through the assessment and care planning process to ensure care and support was tailored to the individual.

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.

People’s care and treatment was delivered in a way that met their assessed needs from services co- ordinated and responsive services. We saw evidence people regularly accessed GP and other community health services. Recommendations from health professionals were recorded and shared with staff. Records showed if people’s needs changed, further advice was sought, and care was adapted to meet those needs.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were recorded in their care plans and information was provided to people in ways they could understand.

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 had access to information about how to make a complaint and felt confident raising any concerns. Everyone we asked said they would be comfortable to raise any issues about their care and support should they need to, and they told us they were confident they would be listened to.

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

Where people required care and support from external agencies and partners, for example, GP’s and dieticians, the provider recognised this need and ensured people had access to these services.

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.

People were treated equally, and their care and treatment were adapted to meet their individual needs. Staff had received relevant training and had a good understanding of people’s rights, discrimination and inequalities and what to do to protect people’s rights. People were encouraged and supported to access community facilities and events that reflected their personal interests and cultural backgrounds.

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. Staff worked closely with people to make plans about their future care.

People’s records included information on their wishes in relation to resuscitation and where they wished to be cared for should they become unwell, such as the hospital or remain in the service.