Ambar Care Ltd

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 70 (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. People told us they were happy with the care and support they received. One relative said, “The staff are lovely. He has severe dementia now. I notice how kind they are to him and how they speak to him. Staff really engaged with him.” Another relative said, “Staff treat her well; they keep her modesty. It's all done very professionally. Staff ask her permission, she feels safe.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Although people and relatives told us of positive experiences being supported by staff, we found written guidance in the form of care plans were not person centred for staff to follow. This meant people were at risk of not having their preferences met if supported by new or different staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The registered manager gave people choice and control over their treatment and well-being although this was not always documented in a person-centred way. Staff we spoke with knew how people preferred to be supported and we received positive feedback from people and relatives.

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. The registered manager sent out regular surveys to people and relatives and senior staff checked in with people during visits. People and relatives told us they knew how to raise complaints. One relative told us, “I know how to make a complaint, I have not had to put in a complaint since 2023. Most of the small things I can bring up with the carers and there's no need to raise it in the office.” Another relative said, I can phone the registered manager, she is very good. There is never a problem.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us the registered manager was very supportive to them on a personal and professional level. Staff told us they felt comfortable talking to the registered manager about any issues they may have. The registered manager informed us they had supported staff with training and career development to help them go further in their chosen profession.