AMG Nursing and Care Services - Lincoln Branch

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. People told us staff were kind and treated them with respect. A relative told us, “[Staff] are proficient in what they do. They are always pleasant.” Another relative told us, “They understand [my family member’s] mood and always listen to them.”

Staff said they knew the people they supported well and had built good working relationships with them. It was clear staff cared about the people and worked hard to help them achieve the best possible outcomes. A staff member told us, “The clients are always my priority; making sure all their needs and care is met, and to also support the family as well; providing continuity of carers so they have stability of who is caring for them.”

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’s care plans gave a picture of who they were, not just the support they needed. The plans included details about people’s personal history, helping staff understand them better.

Staff were considerate of people’s protected characteristics and cultural needs. Care plans and records showed people’s personal, cultural, social and religious needs were understood and supported, with clear guidance in place.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Plans showed people were supported to stay as independent as possible, in line with their wishes. Care plans recognised individuals’ abilities and preferences rather than focusing on limitations. This approach helped staff support people in ways that promoted independence and respected choice. Staff supported people to access their local community, helping them stay connected and engaged.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.