Amplelime Healthcare Limited

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 remained 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 and their relatives told us the staff were kind and caring and they were treated with respect. A person told us, “The staff are kind and caring, they are always smiling. They talk about their families, and they listen to me.” Another person told us, “Yes, they treat me with dignity and respect. They know that I don't want anyone with me when I am washing myself.” Staff told us they build relationships with people as they get to know them. The registered manager said they check how staff are with people when they do spot checks, and they receive positive feedback about the staff from people and their relatives.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People and their relative’s expressed their regular staff team knew them well but sometimes new staff visiting did not fully understand people’s needs. A relative told us, “Some staff understand [person’s name] preferences. When staff who have not been for a while or new staff attend calls, they have to get used to how we like things done.” A person told us, “The staff know how I like things done.” Staff could describe how they supported people as individuals. Another person told us, “The staff are respectful of my religious beliefs.” The registered manager told us they worked with people and their relatives to develop care plans which identified individual needs and how people wanted these to be met. Care records we saw supported this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us they had choice and control over their lives. A relative told us, “Staff ask [person’s name] about their meals and my relatives tell them what they want, they have a choice. They make my relatives a sandwich for the evening.” Another relative told us, “The staff help [person’s name] choose clothes, they make sure they find what [person’s name] wants to wear. They go to a club, and they get [person’s name] ready to go. The staff ask what they want to wear and follow their wishes.” People told us staff supported them to maintain their independence. A person told us, “They understand my right to choose. If I want to go back to bed, I can. I can brush my own teeth, and they support me.” Staff confirmed they were able to support people to maintain their independence and offer choices when delivering care. The registered manager told us this was reflected in people’s care plans and records we saw supported this.

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. Everyone we spoke with told us staff responded to their immediate needs. A person told us, “They respond quickly if I ask them to do something for me.” Another person told us, “I had to go to hospital, so I called them in the evening, and they provided someone to come in the morning. They are good at providing emergency care.” Staff told us they felt able to be responsive to people’s needs. The registered manager told us they worked with people to be flexible to meet people’s needs when they changed.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The registered manager told us they were available to support staff and offered regular supervisions to discuss any areas of concern staff may have. Staff told us they received support from the registered manager and felt they were fully supported in their role. One staff member said, “The registered manager is supportive, and I can speak to them easily. We can call them on their personal phones, and they are responsive to phone calls and emails.” Another staff member said, “The registered manager will come out to us, and we can contact the office if we need someone to assist us with anything.”