AMG Care Services Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment of the Caring key question for this service. This key question has been rated 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 service treated people with kindness and compassion and respected their privacy and dignity. Staff told us the steps they would take to ensure people’s privacy and dignity were maintained. For example, asking for consent and ensuring doors and curtains were closed when supporting people with personal care. People and their relatives said, “Very kind, caring, friendly and helpful carers, all seem to be well trained, very respectful always” and (person) is “Always treated with dignity and respect by all the staff.”

The service 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. Care plans contained details of people’s life history, likes and dislikes, hobbies and interests and social relationships. Staff told us they got to know people well, they knew what was important to people and respected their culture and beliefs. People and their relatives said, “I would definitely say the staff are kind and caring, they know (person’s) likes and dislikes, enjoy a chat about the old days!” and “All the carers are kind and caring, dedicated to their job, know (person’s) likes and dislikes, treat them with dignity and respect always.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Care plans recorded people’s communication and decision-making preferences, the tasks people could do independently and where they may need assistance. Staff told us how they promote people’s independence and ensure people have control in decisions about their day-to-day care. A relative told us staff “Encourage (person’s) independence with their Zimmer frame and get (person) to do exercises in their chair by joking and doing them with them.” A person said, “I am very independent, but the carers are all willing to offer any extra help, I am very definitely happy with the service I receive.”

The service listened to and understood people’s needs, views and wishes. Staff knew people well and were able to recognise any changes in how they were. Staff were able to explain how they would determine what people’s immediate needs were and actions they would take, for example, if medical assistance was required. One relative told us, “(Name of carer) knows their likes and dislikes, always notices if (person) is upset” and “good communication and conversation between them.”

The service cared about and promoted the wellbeing of their staff. Staff were provided with flexible working agreements where requested. Staff’s availability for work was discussed during the recruitment process and considered when hours of work were planned, this supported staff to maintain a work life balance. An on-call system was in place for support and advice when staff were lone working. Staff told us they felt supported by the management team and said management were “always available if I need anything”.