AMG Nursing and Care Services - Crewe

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 inspection we rated this key question good. At this inspection this has remained the same. 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Feedback was positive regarding the kind and caring nature of the staff. Comments included, “I have found all the carers very caring and kind to me. I have no concerns over the care I receive.” Also, “The carers are all incredibly caring. We now have the freedom to go away for a weekend knowing that our relative is safe and being well looked after.” Another relative said, “There has not been one issue with the carer’s commitment and their compassion.”

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. For example, 1 person we spoke with told us how the staff always respected their choices and where things went in their home. A relative also said, “The care my family member is getting is magnificent.” Someone else told us, “I can see how relaxed my relative is with all the carers and they respect my relative which is very important for us.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. This was well evidenced in people’s care plans with regards to their choices. For example, we saw a person liked to be supported to apply make-up every day and false tan in the summer.

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. For example, a relative told us about a time the staff recognised when their family member was becoming unwell. The said, “They picked up on all the signs and symptoms, called the doctor, and then informed me of what they had done.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. All staff fed back they felt happy and well-supported to be part of the team at AMG. A staff member said, “There is a good level of support from management and the office staff, very approachable and welcome to open conversation regarding any concerns.”