Amber Lodge

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. This is the first assessment for this service. This key question has been rated 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. Care plans and risk assessments were reviewed regularly and records confirmed this. People’s needs were reflected, as well as their needs and preferences. Where changes were required, the registered manager took prompt action to update care arrangements, including ensuring people had appropriate equipment in place such as adjustable beds, bed rails and mats.

The service delivered person centred care with many people receiving palliative support. Care plans and supporting documentation were in place to guide staff in meeting people’s individual needs, wishes and priorities, and were reviewed regularly to ensure care remained appropriate and responsive. The registered manager explained, “A lot of our palliative patients come here and live longer than initially predicted.”

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 registered manager enabled people to access the correct healthcare provisions for them in the local community. Reviews were supported with funding authorities, and the registered manager and deputy manager provided all the information required to social workers completing assessments.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider assessed people’s needs before they started using the service to ensure any required adjustments could be put in place. Staff understood how to communicate with the people they supported, and people’s communication care and support plans were detailed and clear.The provider was able to offer information in accessible formats where needed. We saw picture menus for people who required information in alternative formats.

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. The provider had a complaints procedure and responded to concerns appropriately.

Satisfaction surveys were undertaken for people who used the service, their relatives and relevant professionals. This ensured feedback was obtained to drive improvements. There was a family WhatsApp group which was used to communicate general messages with families.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported by staff to access all their health appointments and follow up appointments when needed. Care plans were person centred and provided guidance on how to support people to have equal access to services by supporting their mobility, communication and health needs.

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 received training in equality and diversity and showed understanding of discriminatory practices. The registered manager understood and considered the importance of ensuring people were involved and listened to and considered any inequalities and barriers they may face.

The provider complied with equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equality in the workplace. Staff undertook training in equality and diversity and there was a diverse workforce.

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. End of life care plans and PEACE (Proactive Elderly Advance Care) documents were in place and clearly recorded people’s wishes and preferences. These were detailed and person centred, capturing what mattered most to people, including personal choices such as what they wished to wear and what items they wanted to accompany them after death.

In addition, the provider planned ahead to meet the needs of people receiving palliative care with care plans containing authorisation for medicines to be administered via syringe pump and for anticipatory ‘as required’ medicine. This allowed medicines to be given continuously or when needed to manage pain or discomfort and support people to remain comfortable at the end of their lives.