AMG Nursing and Care Services - Lincoln Branch

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 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 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.

Care plans were person-centred and reflected what mattered most to people. They included people’s preferences and showed how care and support were tailored to meet their needs. Care plans showed how people were actively involved in shaping their care, which helped maintain independence and control.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. Most people we spoke with told us they felt confident to talk to their staff. A person told us, “I usually have the same carer. I do not need to call the office. If I have any issues I can talk to my carers.” A relative shared, “We have not really had to say anything negative. If we had a problem we would speak to the carers first.” Another relative told us, “Every day my [family member] gets calls from 2 carers. They are kind and stick to the agreed amount of time. I am aware of [my family member’s] care plan and occasionally, the agency asks for feedback regarding the service.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. Staff received training in equality and diversity, which helped them recognise and respond to individual needs with fairness and respect. Care plans showed reasonable adjustments were considered and made to promote equal access to care and support, helping ensure people had fair and inclusive experiences.

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.

Staff received training in end-of-life care and understood what good practice looked like. Care plans included people’s future wishes and any advanced decisions, helping ensure care was respectful, dignified and aligned with what mattered most to the individual. Where people did not wish to discuss end of life care, this was respected and clearly recorded in their care plans.