AMG Nursing and Care Services - Nottingham

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The provider had processes and policies in place that reduced the risk of people experiencing avoidable harm. There were enough staff in place to meet people's care needs. People told us calls were carried out on time and by a consistent team of staff.

Robust infection control and COVID-19 policies meant the risk of the spread of infection was reduced. The provider ensured staff learned from mistakes with increased training and supervision where needed.

People received care and treatment that protected them from discrimination. Staff were well trained and received supervision of their role and assessment of their competency. People were supported to maintain a healthy lifestyle and balanced diet. Staff worked in partnership with other health and social care professionals to provide timely and effective care.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People praised the approach of staff. Staff were respectful, caring and treated them with dignity. People were offered choices about how their care was provided, this included whether they wanted male or female members of staff. People's independence was widely promoted with many people improving their health to an extent where care hours could be reduced or cease altogether.

People received care that was personalised to their needs, choices and preferences. The provider had systems in place to enable them to provide documentation in alternative formats; making information accessible for all. The provider responded to formal complaints in accordance with their complaints policy. Processes were place to provide people with the care they wanted as they approached the end of their life.

People praised the office-based staff and management. People and staff felt listened to and their issues and concerns were always acted on. People and relatives told us they would recommend this service to others.

Robust quality assurance processes were in place. The registered manager worked with the provider to continually assess and improve the quality of care people received. The registered manager was knowledgeable about the regulatory requirements of their role and they were supported by the provider to carry out their role effectively.