Ambito Community Services East Midlands

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.

This is the first assessment for this service. This key question has been rated 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 made sure that care records showed that people were at the centre of their care and treatment choices.

Detailed support plans were in place which fully reflected their personal preferences, life histories, likes, dislikes and the things which mattered to them and made them who they were. Clinical needs were also well documented.

Staff said care plans were thorough, holistic and regularly updated. They valued the electronic system, which enabled them to access real time information about people’s health needs, communication preferences and daily routines. Staff used daily notes, handovers and alerts on the digital system to ensure continuity of care and to share observations about people’s wellbeing.

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.

Care was coordinated and continuous. Care plans reflected support from relatives and other services. Staff completed specific training with regards to the people using the service. Staff received appropriate induction to support the provision of care and rotas showed continuity of care.

Where staffing was stable, families described good continuity, “We know which carers are coming.”

Staff described working flexibly to ensure people’s support continued even during staffing pressures. They said consistent staff teams and effective handovers helped maintain continuity of care. Staff adapted plans to reflect people’s changing needs and preferences and ensured they were supported to access the community safely.

Professionals consistently said staff listened to their guidance and acted on it. They described regular meetings involving health teams, parents and Ambito staff, and noted that agreed actions were followed through. Communication with the service was generally prompt, particularly by email.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received information in a way they could understand. Accessible information was provided regarding safeguarding and to support people to make decisions. Staff completed communication training to support them to communicate with people. Relatives had access to care records, where appropriate.

Staff told us they always worked to understand people’s wishes, especially for those who used non‑verbal communication. They described how they used observations, behaviours, facial expressions and communication aids to interpret choices. Staff explained they shared concerns about people’s wellbeing promptly with families and managers and contributed to reviews where needed.

An ‘Understanding Me’ mobile phone app had been proposed by the Registered Manager following a request from a person using the service who wanted to know more about themselves and their diagnoses.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people and people important to them in decisions about their care.

People who used services and people who were important to them were listened to and involved in decisions about their care. Complaints guidance was available to people who used the service and their families and in an easy read format. An accessible information policy was in place. An intensive interaction policy provided staff with guidance on interacting with people with diverse communication methods. Complaints were responded to appropriately. Meetings of people and their relatives took place, and feedback surveys completed and responded to.

Family members said they felt able to raise concerns. One relative said, “If there were a problem they would ring me first,” and another commented, “They handle these concerns well.” No families reported feeling unable to speak up. Families said staff listened and acted on guidance, “They take things on board and communicate with us.”

A representative group of people who use services who champion the views and experiences of the people using services, provided views on a range of areas including information provided to people who used services.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Everyone could access the care and support they needed. Care plans considered people’s needs and any adjustments that could be made to ensure they had equal access to services which included how their mobility and communication needs could be met.

Staff told us they were committed to ensuring everyone received fair and equal support. Although few people currently had specific cultural or religious needs, staff said they were confident supporting these if required. They explained they adapted activities and communication so people with disabilities were not excluded and could participate fully.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People experienced fair and equitable care. Policies were in place and staff completed training in this area. Care plans evidenced how people’s disabilities were considered, where appropriate, and support provided, for example, with mobility.

Professionals reported that the service was flexible and responsive to individual needs, including adapting activities and approaches based on each person’s abilities. No concerns were raised regarding unequal treatment.

People’s care records did not show how they 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.

No one was receiving end of life care at the time of our assessment. A detailed policy was in place to support staff in the event of the death of a person using the service. Support plans were in place, however, required further development to ensure they reflected people’s personalised wishes for care in the future. Following the inspection visit, the provider contacted us to inform us that end of life care training had been sourced and they were booking discussions with families and people who used the service to implement support plans in this area in the coming months.