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 very, very kind.” A relative said, “The staff are all really caring and try to give them what they want and need in their life.”

We observed warm and friendly interactions between staff and people, and staff spoke respectfully and affectionately about those they supported. People said they felt safe and valued, and staff demonstrated a person-centred approach during our visit.

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.

One member of staff told us, “Everyone is different, we respect them.” We saw evidence that choices were offered, such as what to wear or eat.

People’s cultural and social histories were recorded, and staff worked with other professionals to ensure care was adapted when needs changed. One professional commented, “They work well with other professionals and put the client first. Very person-centred care."

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

People were encouraged to make decisions about their day-to-day lives, and staff respected these choices. People were supported to access community activities, holidays, and hobbies. Observations showed staff offered choices in clothing and meals, and relatives confirmed staff promoted independence where possible.

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. One relative praised the staff’s actions when a medical emergency occurred.

Care plans included instructions for managing anxiety and distress, and staff were clear about escalation procedures. People and relatives told us they felt confident staff would respond appropriately if something went wrong.

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.