Amber Rose Healthcare Ltd

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 newly registered 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 were personalised and included details about preferences, routines, and triggers. For example, one person’s care plan contained full instructions for going out, morning routines, and likes and dislikes.

One professional described the staff team as “Consistent and adaptable” which helped to make sure people’s care was always based on their current needs and wishes.

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 received consistent care from staff who knew them well. Staff communicated effectively through written and verbal handovers and team meetings. Care plans were regularly reviewed and updated, and staff worked with other professionals, such as physiotherapists and occupational therapists, to promote independence.

Staff said, “Communication is very good. We are told about changes in medications, care changes, and appointments."

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

People and their families were given clear information about care arrangements. People’s care plans had information about communication needs to make sure staff were able to effectively communicate with each person. One professional told us staff had made visual aids for a person to help them to make choices.

Care records included hospital passports, Do Not Attempt Resuscitation (DNAR) forms, and safeguarding flowcharts. This helped to make sure staff and other professionals involved in a person’s care had the information they needed.

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.

People told us they felt respected and valued. Staff encouraged people to make choices and adapted care plans when needed. One staff member said, “Everyone is different, we respect them. We offer choices and alternatives.”

People and staff felt able to raise concerns, and there was an open-door policy. One person said, “I have no complaints but if I did, I would complain. I would talk to [registered manager’s name.]"

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

The service supported people with diverse needs, including mental health and learning disabilities. Staff understood the barriers which some people may face and worked to make sure people had access to services and support when they needed it.

Staff were confident they would receive training if someone with specific needs started to use the service. This would help to make sure any specialist needs were met.

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 experienced positive outcomes, such as improved wellbeing and access to community activities. One person enjoyed dance shows and holidays, while another person attended day services. Staff promoted independence by ensuring people had the right mobility aids.

One relative said, “The best thing is the level of care that they receive. I feel they are really getting the care they need."

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.

Care plans included future planning, such as moving to new accommodation closer to family. End-of-life wishes were discussed where possible, although one person declined to talk about this, and staff documented their choice. The provider recognised the importance of planning and adapting care as needs changed.