Amberley Lodge - Purley

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• 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

People received outstanding care, treatment and support that promoted equality and protected their rights. People received person-centred care which respected their individual needs and wishes. Staff knew people really well and supported them to follow their interests, including those related to their spiritual beliefs. There were systems in place to regularly review people’s care plans together with all the appropriate people and this helped to ensure the service provision was truly responsive in meeting their needs. The provider asked people for feedback in different ways, which included regular care reviews, surveys and resident and family meetings. The staff team were aware of potential barriers to positive engagement and individual challenges people may face in providing feedback on their care. Staff listened to people and tailored their care and support as people's needs changed or their preferences to care changed. The registered manager used people’s feedback to improve care to reduce any barriers people might experience due to their protected characteristics.

This service scored 96 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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 registered manager told us they had an appropriate policy and procedure in place that set out the steps someone would need to take if they had a complaint. This included an appropriate timescale within which they might expect a response to their concerns. We saw notices were displayed on notice boards. The registered manager explained these were also provided in easy-to-read formats that explained the process people could take if they wanted to raise a concern or to make a complaint. Staff said they knew how to assist people if they had a concern or a complaint to make. Any feedback received was used to develop and improve the services. As part of the auditing process the registered manager analysed concerns and complaints to ensure lessons could be learnt and improvements made where needed. Staff shared the vision of the service to provide person-centred care and to put people first. Comments from staff included, “Our managers are so good, exceptionally caring, they listen and act upon any concerns or complaints”; “The registered manager is always here to support us”; “I wouldn’t want to work anywhere else now, the teamwork is really good and I feel that we are all working to provide the best care for people.” Staff team meetings showed staff were provided opportunities to build a connected team approach and to discuss their work. The minutes showed that best practice areas were discussed as well as issues relating to health and safety and working with other agencies. Staff were able to discuss work they did with people at these meetings, share any worries they had about individuals and seek advice. They told us they felt they were listened to and positive actions taken when needed to make improvements.

People and their relatives knew how to give feedback about the care and support provided. They told us they were fully involved with staff in the care planning and review processes. Staff confirmed this. We saw from our inspection of records people and their relatives had contributed to care planning for their family members. The registered manager said it was a priority to involve key people in developing care plans as this helped to ensure people’s needs, risks and preferences were comprehensively covered. People and their relatives knew how to raise concerns or make a complaint and felt confident to do so. They told us they would talk with staff or the registered manager if they had any complaints.

We noted people received their care from a service that continually monitored standards and constantly looked at how improvements could be made. The governance and improvement agenda were firmly embedded into all areas to improve service provision. The accidents and incidents log was inspected and we saw that where concerns arose, effective action was taken to prevent re-occurrences. For example, staff training being refreshed to ensure knowledge and skills were up to date. There were regular quality checks on care files, care logs, medicines records, staff files and other records. These were effective in identifying improvements needed, such as if there was an increase in numbers of falls or if staff training was due. The provider’s auditing processes were comprehensive in covering all aspects of service provision. The analysis of information identified by this process and the action planning has helped to ensure lessons were learnt and improvements made where necessary.

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.

People told us they received care and support that was person centred and well-coordinated with all the key parties including families and health and social care professionals. People and relatives said they felt listened to and were confident in the management of the service. Comments included, “I am so pleased to be here, I am very happy I am here”, “The staff are exceptional, and the managers are too”, “It’s like a large caring family, most of the staff have been here ages and they know us really well. We’ve been able to establish excellent, trusting relationships with them”,” Staff know exactly what I need, they are kind and considerate when they support me.” One professional who regularly visited the service spoke highly about the care provided and commented on how well staff knew people’s individual needs. People and their relatives spoke positively about the service they received from staff. They said the registered manager and staff were committed to providing good, high-quality care. Comments we received reflected this and included, "The registered manager and the staff provide such good care to people,” and “I would not want my relative to be anywhere else if they have to be cared for in a home, this is the one for them.” People said there was an open and transparent culture at the service that met the needs of the people they supported.

The registered manager told us they were focussed on delivering an effective service that met people’s needs in a caring and person-centred way. They said staff were well supported with good training and one to one supervision. The registered manager supported staff to work practically with people as well as monitoring their overall performance. In this way they were able to ensure improvements were made where necessary. From our discussion with the registered manager, we noted they were aware of their responsibility to submit notifications to CQC of notifiable events and notifications had been submitted in a timely way. Feedback questionnaires were given to people, their relatives and to staff. The registered manager told us feedback was analysed, and a summary report produced together with an action plan that identified areas where improvements could be made. We saw the report. It evidenced the feedback was positive but where suggestions were made actions were implemented to address the issues. Staff knew people well and had regular meetings and discussions with people and their relatives. Relatives told us any actions agreed would always be acted upon. The registered manager told us, "As part of the training programme our staff receive equality and diversity training. We also discuss equality and dignity in team meetings and run through examples of how staff have cared and supported people and discuss the outcomes they have achieved." Comments from staff included, "We [staff and managers] communicate with each other well. This means we are all aware of any changes and can act appropriately”, “People are always given choices and we listen to their wishes. We treat everyone equally here, we are like a large family” and “We have all completed equality and diversity training and get update training regularly."

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