Amberwood 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 service met people’s needs.

At our last inspection we rated this key question good. At this inspection the rating has remained 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 service 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 and their relatives were complimentary about the service. People had personalised activities, and they were supported to choose what they would like to do.

People told us they liked their bedrooms which they were supported to personalise.Records showed people were encouraged to make choices regarding their living space, for example by choosing the colour of their bedroom walls.

People had assigned key workers,and the service employed an activities coordinator. People were encouraged to be actively involved in planning and reviewing their care and activities.

Staff understood the importance of providing care in a person-centred way. A staff member said, “As people are different,so are their care plans and individual needs. Furthermore, some people like music while some don't, some people eat pureed food while some don't.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff told us it was important to work with health and social care professionals to ensure care for people was flexible and joined up.

Care plan records showed input by various health and social care professionals.

Health and social care professionals were complimentary about working with the service. A health and social care professional gave us a detailed example of how the service supported a person to access health services in a way that was organised, and ensured continuity of care, “The registered manager and her team were incredibly helpful, and we worked together to provide a smooth journey for all involved.”

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

We observed staff communicating with people in a person-centred and individualised way.

Signs supported people to orientate themselves around the service and were clear and visible. The service consistently used easy read signs and pictures to provide information in an accessible way.

People’s communication needs were met and reviewed to support their care and treatment in line with the Accessible Information Standard (AIS). AIS aims to ensure that people who have a disability, impairment or sensory loss can access and understand information about NHS and adult social care services and receive the communication support they need to use those services. This meant information was tailored to people’s individual needs.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

People and family members told us they were provided with opportunities to give feedback about the service and that they were involved with decisions about people’s the care. A relative told us, “Communication is regular and clear.”

The provider had a complaints policy in place and information on how to complain was displayed in the service in an easy read format. People were asked to take part in regular surveys which were also provided in an easy read format. This meant people were able to raise concerns or issues in an accessible way.

A staff member said, “I ensure individuals are heard and communicate with each person in the way they need including using [communication tools], making easy reads or writing information down.”

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

Records showed people were supported to see health and social care professionals when they needed to.

Staff received training in equality and diversity. Staff said they provided care and support that met people’s individual needs.

Out of hours support was in place, covered by the management team to ensure staff always had access to support.

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 displayed information on how to access an independent advocate, and you said we did responses.

Staff said they provided care and support that met people’s individual needs. A staff member said, “We support 1 person in attending church on a Sunday morning and where they are too unwell to attend in person, we support them by using a live stream from their church so they can still participate.We support people to attend social clubs, work experience, supporting them to make video calls to friends and families and supporting them to see their relatives face to face.”

People were able to express their views during regular residents’ meetings. The provider had an up-to-date Equality and Human Rights policy.

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.

At the time of this inspection the service was not supporting anybody who was receiving care during the final stages of life. All documentation regarding end-of-life care and people’s wishes, if they were able to make them, and those of their relatives, where appropriate, were recorded.