Ambar Care Ltd

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 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 71 (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 did not always make 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.

Relatives told us they had discussions with the registered manager when they first start using the service. Relatives also said they felt confident to ring and speak with the registered manager or other care workers. However, people and relatives were unable to confirm if they had a care plan in place or if this was reviewed with them. One relative said, “We don’t seem to have one.” Another relative said, “We had one from the hospital but not sure about now.”

Care plans we saw were not person centred and did not always contain the most up to date information or guidance for staff to follow.

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 told us they received support from a consistent team of staff which gave them continuity of care. A relative told us, “We have a circle of carers who know them well.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People and relatives told us communication was good with the service and that they received letters to give them an opportunity to feedback. A relative told us, “The communication is really good.”

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 relatives told us they felt confident to provide feedback to the registered manager on the care they were receiving. The registered manager completed regular surveys and had telephone feedback with relatives and people to respond to any issues or make improvements in care.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager supported people to access the services they needed to support their care needs. This included supporting access to district nurses, palliative care teams and occupational therapists.

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 registered manager and staff supported people to have equity in access to care to provide positive outcomes for them.

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. People were supported to make decisions about the end of their life this included recording people preferences on do not resuscitate directives. When people were at the end of their life the registered manager and staff worked with the local hospice and palliative care team to provide support to people at this time.