Amazing Hands Care 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. People were consulted at all stages, from initial assessment of needs and during regular reviews of care. Processes at the service ensured changes in people’s needs were identified quickly.

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. Records evidenced the service had worked closely with health and social care professionals where required. Records were kept up to date and were accessible should they be required by other services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were assessed and documented for staff to follow. People received information about the service provided to them via a handbook, this included details of how to complain, who to contact out of hours and what to expect from the service.

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 registered manager undertook regular spot checks of care, during these visits people were asked for their feedback about how they were finding their care and support. Care plans were reviewed regularly with the person and their representatives as required.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Processes and staff training were in place to ensure everyone involved in people’s care understood how and when to make referrals and contact health and social care partners where required. People had access to the services they needed.

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. The service promoted equality, diversity and inclusion. Initial assessments included spaces for people to express their cultural and religious needs as required and staff followed people’s preferences for care and support.

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. No one was receiving end of life care at the time of the assessment. However records evidenced that people were able to make their preferences known in this area and staff were guided by clear policies and training to support people’s wishes.