What’s happening at Ambient

Working together to improve services.

The Ambient Guardians are people we support who use Ambient services. They are an Involvement & Co-Production group who are experts by experience, and they are an essential part of the organisation’s Quality team.

The Guardians work in partnership with and alongside our staff teams to review, monitor and audit the quality of services with the purpose of driving up our quality and improving the care and support we provide.

Once a month, the Ambient Guardians get together either in person or online to discuss what’s happening across the charity and give their feedback on any changes that are proposed or any new ideas for consideration. The Guardians can be supported to attend by a staff member if required.

The Guardians make a vital difference to the way Ambient operates and grows. They help to ensure we get it right for the people we support, whether that’s in a supported living service, out in the community or  in a care home. In addition, it’s an opportunity for our Guardians to learn new skills and meet new people – as well as Ambient learn from them.

Ambient also involve the people we support to check on the quality of our services. They’re called the Quality Checkers; a team of people we support from our Learning Disability and Mental Health services who visit projects and sites to conduct audits and hear first hand from the people in the services about the support they receive (visits are currently on pause due to COVID). Feedback from these audits goes though our Quality team and directly to our Board of Trustees.

This page is assigned to respond to the many issues surrounding the COVID 19 outbreak and Ambient Support’s response to this.

It will be updated and amended as these issues present and as guidance and polices change, so we would ask that you continue to check back with us for the latest information.

Opening for new admissions

Download the COVID Admissions PDF here.

(11th August 2020)

Staying in touch – Corporate offices

Due to the current situation with the Coronavirus most of our corporate offices around the country are unmanned.

Our staff are working remotely during office hours and doing all they can to support our operational services around the country at this difficult time.

This means that the quickest and easiest way to communicate with us is via email. If you have a general query then please email: hello@ambient.org.uk or use our contact form on this website.

If you do wish to talk to us then calls are being re-routed and diverted to our corporate support teams on our Head Office number: 020 8502 3933

We apologise for any inconvenience this may cause you and thank you for your patience.

(4 June 2020)

Communication between services and family members

Tips for Keeping in Touch

You want your relatives and friends to be safe and well cared for during this pandemic and to help prevent risk of infection to them and others, including care staff. Staying away doesn’t have to mean losing contact. The Relatives and Residents Association have drawn together to create some tips for how families can continue to remain in touch with loved ones.

Use the following links to find out more:

http://www.relres.org/keep-in-touch/

https://www.relres.org/helpline/coronavirus/

Ambient Support fully endorse the joint statement from the Relatives & Residents Association and the National Care Forum, endorsed by the Care Provider Alliance, the Care Quality Commission and Skills for Care. Which sets out shared expectations and good practice relating to the importance of clear, open, transparent and regular communications during the COVID-19 crisis between care providers* and the families** of their residents.

Download the full statement here.

As such Ambient Support continues to commit to:

1. Keep family members informed about their own relatives Covid-19 status (suspected or confirmed)

2. Being as open and transparent as possible with family members about the situation in any of our services.

We have kept in touch with family members to update them as to the status of our services in respect of the virus and have provided assurances about the actions we continue to take to minimise risk to those that we support.

Our management teams are in regular contact with family members and are doing their utmost to facilitate regular contact between those we support, and their loved ones, be that via telephone, video conferencing, apps or distanced interactions.

We are ensuring that our social media pages are used as a way of keeping people connected and up to date with the daily life in our services and where appropriate (with consent) video messages.

We acknowledge that we all have a part to play in helping achieve honest and effective communications at this difficult time and would also draw to the attention of family members the asks from us as, originally articulated in the joint statement. Namely that family members:

• Ensure we have their up-do-date contact details

• Inform us promptly of any changes to these contact details

• Agree where possible that a ‘lead contact’ be established in a family, particularly when that family is large or indeed divided, (so there may be need for two lead contacts).

• Letting our services know of your preferred communication method and any other specifics on how best we might contact you.

• Recognise that this is a stressful and anxious time for families, those we support and our Ambient staff teams and that everyone is doing their very best in an unknown and difficult situation.

We will continue to work in the best interest of those that we support and our staff to minimise any risks to them and will always work towards following the latest guidance and best practice in a way that makes sense within our services.

We are open to feedback and suggestions on how we can all continue to work together to keep family members informed and those we support safe and well. If you wish to provide us with any feedback and suggestions on how we might can work together please email us at: hello@ambient.org.uk or use the Contact Us form on this website.

(4 June 2020)

Contact and visits

Care Homes

We always work within the latest guidance and advice that is provided to us by both the Government and local public health teams. This means that as guidance changes we are required to reassess our response to allowing visits to services.

The latest guidance for visitor arrangements can be found HERE

However allowing visits whilst COVID-19 is prevalent in the community is a complex issue and requires us to carry out full Health & Safety, risk and feasibility assessments.  We need to take into account the environment we are operating in, accessibility to visiting  space, testing, client group, staff resources and local infection rates.

This means that for the latest visitor information for a specific Care Home that your family member or loved one is resident in  you will need to contact the Ambient Management team at the service directly.

• There is now no limit on the number of named visitors a resident can have and there is no limit on the number that can visit in a single day/at the same time. However local risk assessments and care home capacity to manage visits will need to be taken into account.
• Named visitors and residents are advised to keep physical contact to a minimum.

To support effective infection prevention and control in care homes, named visitors:

• Should be tested using rapid lateral flow tests in line with their testing regime detailed below and produce a negative COVID test prior to their visit
• Should wear the appropriate personal protective equipment (PPE), maintain social distancing and follow all other infection prevention and control measures (which the care home will guide them on) during visits

Supported Living

Please contact local Ambient support teams at the service you are connected with if you have any questions or queries.

The latest guidance on Visits for Supported Living can be found on the following link: COVID-19: guidance for supported living – GOV.UK (www.gov.uk)

(19 July 2021)

Working safely during the COVID 19 pandemic

Ambient Support is committed to ensuring that we protect the health, safety and wellbeing of both the people the we support and our staff teams.

This means that across our services and offices Ambient staff are following the latest Government and Public Health England (PHE) Guidance to work in ways that ensure we minimise any risks to those we support and our staff during this crisis.

Offices
Our corporate and regional offices are currently closed to visitors and only essential staff access visits are taking place.  Our corporate staff teams have been provided with the equipment and resources which enable them to work from home.

Operational Services
Each of our operational services have a fully site specific COVID 19 Risk Assessment in place.  If you wish to find out more about the specific operating practices at a site or service that a relative or loved one is resident at or receiving support from, then please send an email for the attention of our Health & Safety Manager to: hello@ambient.org.uk. We will endeavour to get back to you as quickly as possible.

(8 June 2020)

Contractor Protocol

Download the Ambient Support Protocol for Contractors document.

Ambient Support is part of the Amazon Smile programme.

Amazon Smile is a website operated by Amazon that lets customers enjoy the same wide selection of products and convenient shopping features as on amazon.co.uk. The difference is that when customers shop through the URL smile.amazon.co.uk, Amazon will donate 0.5% of the net purchase price (excluding VAT, returns and shipping fees) of eligible purchases to the charitable organisation selected by customers.

The more people that choose Ambient Support through the Smile programme as their chosen cause, the more money will be donated to the charity from Amazon – it’s that simple.

Ambient intends to monitor the amount of monies this programme raises, and in 9-12 months, the intention is to open a grant programme. This will allow staff to access any donations to purchase treats, activities and  resources that bring a wealth of smiles to the faces of the people that Ambient Support.

To take part in Amazon Smile and to nominate Ambient Support as your chosen cause, simply visit: smile.amazon.co.uk

The work of Ambient Support is governed and overseen by the Board of Trustees.

Trustees are recruited from communities in which Ambient Support operates and they bring with them specialist knowledge of running businesses, charities. Some have direct experience and understanding Health & Social Care having previously worked in the sector.

Trustees govern the charity by setting the strategic direction and business plan; they meet regularly as a Board and through various sub committees.

To find out more about our Board of Trustees expand on the names below.

Help us to learn and improve our services

Anyone may make a suggestion or complaint about Ambient Support.

We aim to offer a high standard of service in all that we do. Telling us your suggestions or complaints will help us to learn and then improve the services that we provide.

Suggestions or complaints may be made verbally or in writing to us. Watch the video below to learn more:

If you feel comfortable, you should first discuss your thoughts with a member of the Ambient Support staff team. They will probably be able to address any suggestions or concerns that you have.

If you do not feel able to speak to a staff member then you may complete a copy of our complaints form and return it to us at our head office in Woodford Green, Essex.

You can also email us at: hello@ambient.org.uk (please ensure that you provide us with all your contact details so we can get back to you) or call us on 020 8502 3933.

• We aim to process all suggestions and complaints as quickly as possible.
• We will thoroughly investigate your query and provide a full response to you within 28 days.
• If appropriate, Ambient Support will appoint someone independent to investigate your concerns.
• We will always keep you informed about the progress of your suggestion or complaint and let you know the outcomes from any investigation.
• We will always seek to find a satisfactory outcome.

Download a copy of our:
Complaint and Feedback Form.

Download an:
Easy Read version of our Complaint and Feedback Form.

View this page in Easy Read.

Ambient Support takes positive action regarding the employment, retention, training and career development of employees with disabilities.

All employees of Ambient Support are expected to treat disabled colleagues with the same dignity and respect as their non-disabled colleagues.

Any form of harassment or discrimination towards a member of staff with a disability will be taken very seriously at Ambient Support and could be looked upon as possible grounds for disciplinary action.

Disability user symbol

Ambient Support recognises the Disability User Symbol and agrees to comply with the five commitments of the Disability User symbol. Consequently, Ambient Support will:

• Seek to ensure there is a mechanism in place to discuss at any time, but at least once a year, with disabled employees what can be done to make sure they can develop and use their abilities.
• If an employee develops a disability, make every effort to help them stay in employment.
• Act to ensure that all employees develop the appropriate level of disability awareness needed to make these commitments work.
• Each year to review the five commitments and what has been achieved, plan ways to improve on them and let employees and Jobcentre Plus know about progress and future plans.

The Five Commitments are: 

• Ensure recruitment processes are inclusive and accessible
• Communicate and promote vacancies
• Offer an interview to disabled people
• Anticipate and provide all reasonable adjustments as required
• Support any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.

Recruitment and selection

All disabled applicants who meet the minimum criteria for a job vacancy will be granted an interview and we will consider them based on their abilities. Ambient Support will work with Government backed support schemes through Job Centres and Learn Direct to facilitate the employment of those who are long term unemployed and have a disability.

Training for selection panels at Ambient Support will cover the requirements of the Equality Act 2010 and Disability User Symbol.

Consideration will be given to any reasonable adjustments which may be necessary and appropriate at the interview stage, including those which allow the use of technology which would assist the interview process.

Current and new employees

Ambient Support will make any reasonable adjustments to the workplace and to employment arrangements to ensure that a disabled person is not at any disadvantage when compared to a non-disabled person. Ambient Support will make any reasonable changes which may include altering working hours, furniture and access to equipment and additional training. This list is not exhaustive, however, and other adjustments will be considered if necessary.

Support will be given on an ongoing basis with regular assessments of whether an individual needs are being met. Disabled staff will have the same access to training and development as non-disabled staff. Where appropriate, specialist training will be made available to allow staff to develop their skills and exploit all career opportunities available. Venues and methods used will also be appropriate for someone with a disability. When an existing Ambient Support employee becomes disabled, the company will take all reasonable steps to facilitate their continued employment.

Disability support scheme

Staff at Ambient Support who have a disability (as defined under the Equality Act) have the opportunity to see ongoing support under the Ambient Support Disability Support Scheme for staff. Eligible staff can apply to the scheme which works with the individual to identify:

• The nature and extent of the disability (if not already known).
• The type and nature of reasonable additional support that may be required (e.g. additional equipment or changes in working practices).
• Any specific development opportunities that might be put in place to enable disabled employees to more fully utilise their abilities and skills.
• Any communication or action required in terms of the individuals working relationship with their staff team.
• Set regular review dates with local management and an HR representative.

Monitoring and review

Monitoring of staff who have a disability as defined under the Equality Act will take place by means of inviting staff to identify that they have a disability and what the disability is once they have been appointed. The information will be kept in confidence in the HR information system which assists with reviewing the employment of disabled people. Reports will be made to the Board on a regular basis as part of an overall report on Diversity Management within the Ambient Support Group.

Supporting your business to meet its Corporate Social Responsibility

Developing your organisation’s Corporate Social Responsibility (CSR) should not be just a paper exercise. Actually meeting your company’s objectives for CSR can have real and tangible benefits to your business. It can:

• Help you develop your employees.
• Boost innovation and fire enthusiasm.
• Help you attract and retain staff.
• Increase your reputation and consolidate trust.

At Ambient Support we can help you meet and exceed your CSR objectives through:

• Real and innovative chances for your staff to get involved.
• Training and development support for your employees and management teams.
• Awareness and understanding of techniques to develop resilience.
• The development of strategies and policies to help manage stress in the workplace.
• Supporting staff fundraising activities or payroll giving.
• Offering staff volunteering opportunities, providing them with learning and development opportunities.

Partnering with Ambient Support can enhance your brand values and help you in the delivery of Corporate Social Responsibility.

Call us on 020 8502 3933 to discuss how we can work together.

Registered Charity Status

Ambient Support is a charitable company limited by guarantee registered with the Registrar of Companies and the Charity Commission. Our registration numbers are as follows:

Registered company number: 07211819
Registered charity number: 1135353

Ambient Support is registered, and therefore licensed to provide services, by the Care Quality Commission (Provider ID: 1-102643235). We are governed by a Board of Trustees who have a wide range of professional backgrounds and act in a voluntary capacity.

Public Benefit

Ambient Support work with beneficiaries who are defined by the consequences of old age, disability and illness. There is no condition of membership to receive services from Ambient Support and eligibility is related to the levels of care and support required in addition to availability of beds/space or staff.

Many people Ambient Support provide services to are likely to be low-income earners whose care and support is funded through statutory agencies either through individual or group funding arrangements. Ambient Support has a policy of limiting the number of people who are able to meet the full cost of their care and support. Trustees place no discretionary restriction on eligibility or access to services, and so the principles of the public benefit requirements placed on the charity are met and are reviewed annually by the trustees.

Amber Housing is not a registered charity so is not obliged to make a formal public benefit statement. However, it works with the disadvantaged providing affordable housing solutions, and would meet the requirements of the Charity Commission on public benefit.

Company Statements

Ambient Support – Slavery and Human Trafficking Statement

Ambient Support – Gender Pay Gap Monitoring Statement (2018)

Ambient Support – Gender Pay Gap Monitoring Statement (2019)

Quality and Service Excellence

Our aim is to ensure we deliver the highest quality of service for our beneficiaries, be a provider of choice to our sector partners and deliver services that are good value for those who purchase or commission our services.

What does Quality mean to Ambient?

Our Quality Team have worked with the people that use our services to clearly define what quality means to Ambient:

Safe: We act with integrity and compassion to keep people safe, protected from abuse and avoidable harm.

Effective: We provide care and support that has a positive impact and good outcomes that helps people maintain quality of life based on the best available evidence.

Caring: Staff are kind, tolerant inclusive and friendly, treating people with compassion, dignity and respect. We work to create happy environments where people can flourish and grow.

Responsive: Services are innovative, organised and person centred so they support people in the way they want to be supported. We make sure we have two way communications.

Well-led: The leadership, management and governance of the charity is inspirational making sure it provides high quality care based around individual need, encouraging continuous improvement in an honest, accountable and transparent culture

A strategy for improvement

We have developed a clear strategy for how we will improve the quality of our services. It clearly articulates our ambition to be a beacon of excellence and move from position of being good to great.

Quality runs through the Ambient Way, ensuring we offer safe, effective, caring and responsive care and support, under leadership which promotes a supportive and enabling culture and continuous improvement. 

Involvement is equally important. Every person who engages with us has the chance to participate in their care in a way that makes sense to them.

We have a team of people who use our services called The Ambient Guardians.  They work alongside our Quality Team and discuss quality issues affecting our charity, sharing ideas and making sure good practice is embedded across our services.

Sharing learning to drive improvement

We use our annual staff and service user survey to review feedback from people we support and our Ambient team, as well as feedback from family and professionals who work with us.

We have a real-time reporting system for all incidents, alerts and near misses, so that learning can take place as quickly as possible and be shared across the whole organisation.

Our Quality Team, alongside our Ambient Guardians work together to identify concerns, review learning and recommendations and agree actions. Along with our other governance mechanisms this ensures we:

• Deliver against the quality and safety standards identified by national regulators and local commissioners of services.
• Develop integrated services, ensuring that we provide the right care, in the right place, at the right time.
• Ensure that we are proactive in preventing errors and learn from mistakes.
• Ensure the best value for the people we support within the resources available.
• Support staff in their training and development to ensure that they are equipped to deliver high quality care.
• Ensure the findings and recommendations from national reports are fully acted upon throughout Ambient Support.
• Implement national guidance as appropriate and monitor compliance

Ambient Support is accredited by several quality and safety organisations and involved in a number of other initiatives in this area:

• Think Local Act Personal
• Driving Up Quality Code
• Contractors Health & Safety (CHAS)

Ambient Support is also a member of the following organisations:

• National Care Forum (NCF)
• Voluntary Organisations Disability Group (VODG)
• Housing & Support Alliance (H&SA) In Control

Driving Up Quality

Organisations who provide support for people with learning disabilities have signed up to an initiative called the Driving Up Quality Code, to ensure they aim beyond minimum standards to improve the lives of people in their care.

The Driving Up Quality Alliance, which is provider-led, has taken action and developed the code in response to the abuse of people with learning disabilities at Winterbourne View Care Home in 2011, to ensure this can never happen again.

The Driving Up Quality Code sets out 5 key areas that indicate the practices of a good organisation:

• Support is focused on the person.
• The person is supported to have an ordinary and meaningful life.
• Care and support focuses on people being happy and having a good quality of life.
• A good culture is important to the organisation.
• Managers and board members lead and run the organisation well.
• To talk to us about what you need and how we can help, please get in touch.

We are determined that all of Ambient’s services are the very best they can be, delivered in the most effective way possible.

We measure the impact that we have on the people that use our services, the wider community in which services are delivered and the staff teams that deliver them.

As part of our commitment to quality we capture these impacts in a variety of ways:

• An annual Service User Survey
• Comprehensive audit visits to all our services
• Client case studies
• An annual Staff Satisfaction Survey
• A continuous open complaints, suggestions and feedback procedure in all services

Armed with comprehensive feedback we pro-actively adapt and develop our services in direct response to the needs of the people that work within them or receive support from them. We are also keen to initiate more formal co-production opportunities so that people who use services can shape how the charity will look in the future.

We have a team of people who use our services called The Ambient Guardians.  They work alongside our Quality Team and discuss quality issues affecting our charity, sharing ideas and making sure good practice is embedded across our services.

Ambient’s team of Quality Checkers are trained to monitor the quality of our services. They have expert understanding because they either receive support themselves or have family members who do. Their feedback is a vital measure of the effectiveness of our services.

Involvement is equally important. Every person who engages with us has the chance to participate in their care in a way that makes sense to them. Our Involvement Strategy is based on direct feedback from the people using our services. It outlines:

• What people have told us they wish to be involved and have a say in
• How they would like to have their say
• What would make it easier for them to do so
• What the plan is and how we can be sure it works