Amber Rose Healthcare Ltd

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.

This is the first assessment for this newly registered service. This key question has been rated 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People told us staff were polite, caring and supportive. One person told us, “Staff are fantastic. They will do anything I ask.” A relative commented that they felt staff visiting were respectful of the person and their home.

One person who had received care from the service had written a thank you card saying, " You made me feel dignified and cared for."

We observed warm and friendly interactions between the registered manager and people. Staff spoke respectfully and affectionately about those they supported.

One professional told us, “The manager is friendly and welcoming."

The provider treated people as individuals and made sure people’s care and support met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Care was provided to people in accordance with their wishes. Visits were planned with people to fit into their preferred routines. For example, one person told us how staff carried out visits to fit in with times they liked to eat and when they preferred to go to bed.

One member of staff told us, “Everyone is different, we respect them."

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

People were encouraged to make decisions about their day-to-day lives, and staff respected these choices. One person told us they had chosen the times of their visits to fit around their preferred routines. They commented, “It’s my choice”

One member of staff told us, “We let people take the lead in their care."

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.

Staff demonstrated good knowledge of individuals and acted quickly in emergencies. There were clear policies for staff about how to respond to healthcare emergencies.

People said staff usually turned up at the correct time and there had been no missed calls. One person told us, “Knowing someone is coming in makes me feel secure."

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 and supported, describing an open-door policy and regular team meetings. One staff member said, “It feels like a family here,” and others spoke positively about training opportunities and encouragement to complete qualifications. Spot checks and supervisions were in place, and staff said they had enough time between shifts to rest.