Amplelime Healthcare Limited

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• 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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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.A relative told us, “If I buy the wrong squash, they will tell me what [person’s name] prefers. They know what fresh fruit they like and how they like their food prepared.” Staff could describe how they supported people to meet their needs and how they received updates if people’s needs change. The registered manager had systems in place to update peoples care plans when needs changed.

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 and relatives told us they did not always receive support from regular staff which meant they did not always have continuity in their care and support. A relative told us, “They have regular staff, who know them well. On the odd occasion they send a different staff member, and I have had to ask them not to as when they send new staff my relative gets stressed as they have to show them what to do.” Staff told us they mostly visited the same people and could provide continuity of care. The registered manager told us they were trying to ensure they recruited regular staff to support people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us they had access to information in the way people preferred to access it. A person told us, “The information they have given is easy to understand. If I need to clarify I speak to the registered manager.” Staff told us they understood people’s ability to communicate and supported them with access to information in the way people needed it. The registered manager told us they ensured people could access information and would provide a different format if it were 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 and told them what had changed as a result. People and their relatives told us they understood how to make a complaint and had opportunities to share feedback in the service. A person told us, “I know how to make a complaint, and I have completed a survey I have also seen changes happen.” The registered manager told us there was a complaints policy in place and investigations were carried out in line with this. They told us about the surveys they send to people and relatives to seek feedback on the service and how they used these to make improvements to the care people received. Records we saw supported what we were told.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People told us they could access the care and support they needed it including at short notice. Staff understood peoples care needs and could describe how they provided the support people needed. Staff told us they received sufficient training to give them the skills to support people, and the registered manager had systems in place to regularly review and ensure people had their support needs 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 and their relatives told us staff supported them in the way they preferred and gave examples of how staff supported them. A person told us, “The staff consider my disability when supporting me and they listen to me.” Staff told us they were aware of people’s needs and followed people’s preferences from their care plans to ensure their outcomes were met. The registered manager had checks in place to ensure people were having their needs and preferences met.

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. Nobody we spoke with was receiving end of life care and had not chosen to discuss their future wishes. However, staff had received training and could give examples of how they would support people, and the registered manager told us they had systems in place to provide end of life care and discuss people’s future wishes if there was a need to do this in the future.