Ambiance Care Limited, a small dementia-specialist homecare service in Stockport, achieved an overall Good rating with an Outstanding for caring on its first CQC inspection in July 2023. No regulatory failures were identified; the service was distinguished by its deeply person-centred culture, exceptional staff commitment, and the registered manager's lived experience of dementia informing all aspects of care delivery.
Strengths
· Exceptionally person-centred care with staff going above and beyond, including returning at midnight to check on a person in crisis.
· Outstanding caring rated: people and families described staff as 'wonderful', 'kind', 'exceptional' and consistently praised the service.
· Strong dementia specialism: registered manager has lived experience of dementia and developed accessible information and personalised approaches.
· Consistent staffing and continuity of care valued highly by people and families.
· Proactive medicines management including arranging blister packs and regular audits of medicines administration records.
Quality-Statement breakdown (23)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityOutstanding
caring: Supporting people to express their views and be involved in making decisions about their careOutstanding
caring: Respecting and promoting people's privacy, dignity and independenceOutstanding
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: Managers and staff being clear about their roles, understanding quality performance, risks and regulatory requirementsGood
well-led: Continuous learning and improving careGood
well-led: Engaging and involving people using the service, the public and staff; working in partnership with othersGood