Amathea

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.

At our last assessment we rated this key question good. At this assessment the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We observed staff treating people with kindness and dignity. Staff knew people well, their needs, likes and interests. We found care plans had detailed histories for people which allowed staff to understand people’s current needs and wishes. For example, one person who had been a cleaner in their earlier life was supported to undertake meaningful activities such as dusting and folding towels.

Staff were able to support people in a non-rushed and patient manner taking time to explain things to people. A staff member told us, “We treat people like family, we are one big family.” Another told us, “I give residents 110%, they come first.”

We observed staff respecting people’s dignity by knocking on people’s doors and calling out before entering, asking permission and discretely supporting people by using “dignity bags”. These contained PPE and personal care items, ensuring these were not visible to others. A staff member told us,” Dignity is what we do.”

A family member told us, “The staff are absolutely brilliant, they take such care with [relative], which is very reassuring for us as [relative] is so vulnerable and fragile now.” Another told us, “I cannot praise them enough, anything we have asked them to do they have done; they have been absolutely marvellous.”

Staff told us there was a supportive and kind culture within the staff team. A staff member told us, “I love working here, the atmosphere is different, it is welcoming, I’ve never felt so welcomed.” Another told us, “Staff treat me well and I am supported.”

A visiting professional told us, “I see some really good care. Staff interact with people very well. People's faces light up. Staff actually talk to people as humans; the place is their home.”

People told us they felt listened to, one person said, “They always ask you about things, they do their best for you, it all works well here.” Another told us, “It’s nice, I think I’ll stop here.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We observed people to be well dressed, well groomed, often wearing jewellery, carrying handbags, watches and wallets. Everyone had appropriate well-fitting footwear.

People’s doors were individualised with numbers and personal interests or relevant pictures on the front. Some people had their own keys to their rooms.

We saw one person had a newspaper of choice delivered through their door in the mornings.

People told us they felt treated as individuals. One person told us, “I bet the queen doesn't even get treated this way.” Another told us, “I can’t fault this place at all; they look out for you.”

People were supported to ensure they could receive individual, personalised care. For example, with a person who was nonverbal, staff were aware they could communicate with them via their eyes or singing or touch. A staff member told us, “We explain what we are doing, we involve them as much as possible. We sing with them because they love this.” They also told us, “We give appropriate touch; they like to hold our hand and tug on our uniform. We show pictures of foods or the actual foods.”

We observed staff interacting by singing to one person during the medication round. The staff member told us, “If you sing, they start to pay attention, they love the singing, so to get them to take the medicines we just sing away until we are done.”

A further example came from a visiting professional who told us the home referred a person for music therapy which was offered within the home. They told us, “The results from this intervention have so far been amazing, the resident has been a lot calmer and is now choosing to spend time in the lounge with other residents.” This has reduced the possibility of this person having to be moved to a more specialised service.

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

People were supported where relevant to make decisions regarding their care needs, activities and interests. For example, in what to wear or eat each day or whether or not to participate in activities. Staff told us they would pick out some one’s clothes as a best interest’s decision if needed.

We found the kitchen staff to be supportive of people’s dietary needs and would offer an alternative people did not want the menu choice. For one person who was near end-of-life care, kitchen staff visited each day to check what they would like to eat and drink and accommodate any other requests.

Kitchen staff told us, “I put my heart and soul into my job, I love it, you eat with your eyes."

Staff supporting mealtimes in the dining room told us, “Most people will come down, but we have some who like to eat in their room or the lounge, and we will do trays for them.”

People were offered choice in relation to changes within the home’s environment. For example, a garden forum had been established, and people were able to state what changes they would like to make to the garden area.

People were also involved in the planning of activities within the home, the activities co-ordinator told us, “It's all about what they want.” People also provided feedback after an activity which enabled future planning for relevant activities.

Families told us they felt supported to visit and be included and involved. A family member told us, “We can come in whenever we like”. Another told us, “We get all the information, as we live away.” Another family member told us, “This has taken a lot of anxiety away, first time I came- it was clean, tidy and didn’t smell, everyone seemed happy, regular events on, getting their hair done, [relative] settled in straight away.”

Staff enabled people to continue with important hobbies, and interests that were part of their life before coming into the home. For example, a person who had previously been interested in maintenance work was supported to feel included with this interest within the home. They were supported to undertake small tasks with the home’s own maintenance person; they had appropriate clothing provided and staff made up a lunch box so they could sit and have their lunch with the home’s maintenance person, as if they were ‘at work.’

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.

We observed call bells to be answered quickly by staff and noted that call bells were within easy reach for people to use if required.

People told us that staff were responsive to calls, one person told us ““Staff are always there straight away if you need them.” Another told us, “I can buzz them, but I am capable of finding them myself if needed, plenty of staff, even at night and they come if I need them.”

People told us they received medical support when they should, one person told us, “I see my GP if I need to and I get all my medicines when I should.”

Staff told us they felt able to anticipate people’s needs. For example, one staff member told us,” I evaluate residents’ responses to determine whether I'm doing a good job. I sense what people are feeling before I support them.”

Professionals from other services told us they felt the home responded quickly to people’s needs. One professional told us, “From experience, referrals received are appropriate and in a timely manner.”

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt valued and respected by the provider and that they enjoyed working as part of the staff team with supportive management.

A staff member told us “Staff are treated fairly. I feel my work is valued.” Another told us “The team is amazing. Everyone knows what they are doing. We can go for support when needed and give when needed. We know our residents inside out.” Another told us “The team is great, I liken it to a football team, we overlap each other. We play to each other strengths and people fill in for each other.”

Staff told us they felt there was a holistic approach to their support and wellbeing. The registered manager was considered by staff to be key in supporting wellbeing, having an open door and addressing issues straight away. A staff member told us, “They are there for us inside and out of work.”

Staff told us they also valued other members of the management and leadership team including the deputy manager, area and regional manager who were considered “Supportive, and really helpful.”

The management team supported a colleague wellbeing strategy. There was also a counselling service available to staff and families run by home’s chaplain. We noted that a support group for staff had been set up by the chaplain for staff to discuss grief feelings. Families were able to attend afternoon tea as part of memorial services and were able to contact the chaplain at any time to talk through feelings of loss.

A family member told us, “The house vicar is excellent, really good way with people, has a nice way of putting things over.”

We found examples of staff being supported to access very specific support where needed dependant on individual circumstances during difficult periods and subsequent adjustments in place where needed.

Staff support was also on an individual basis taking account of people’s neurodiversity needs, for example by supporting to upload records and care notes.

Reward schemes were in place for staff, and all staff received a gift from the provider at the end of the year.