Adada Care Services(Cheshire)

On this page

• 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 personalised care and support that met their individual needs. The provider encouraged people to give feedback on the care provided and this was used to drive improvement and shape the service and culture. There were systems in place to monitor aspects of the service and the quality of care provided.

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.

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.

People and their loved ones confirmed they mostly had the same staff providing care which helped to build a relationship and for staff to know the person’s needs. People also said if there were changes the staff were very competent and made them feel comfortable.

Staff told us that they support the same people and will help cover other calls. Most staff told us they have time to read care/support plans so they know the people as best they can. The registered manager and care coordinator told us they did their upmost to ensure people had regular and consistent calls by the same staff.

The local authority told us that the service successfully uses an electronic system to record information on service users and the people remain at the centre of the process.

The registered manager told us the service responded to people's changing needs and ensured people are involved in every aspect of their care. Provider’s electronic care planning system was used to support continuity with care records and support. Continuity of care was mainly met by the same staff supporting the same people so that there was consistency of care and gained an understanding of people’s care and support needs. We did find that due to expansion of the services some people had to have changes of staff and people told us this was happening more frequently. However, the provider had recently completed staff appraisals and found that communication was area of improvement. The provider had put in place further mechanisms of communication which meant staff would be able to keep up to date with any changes or be anything staff had highlighted was responded to or acknowledged.

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

People and their loved ones felt communication needs were met and that the staff listened to them. People said that they could always speak to the care coordinator or the registered manager if they needed to. One person told us, "I'm happy with Adada. They accommodate me with hospital appointments and when I come back I have to be hoisted out of my wheelchair and they help with change with times and carers will accommodate the change" and, "Only been one occasion last year where I felt very uncomfortable with a member of staff who was abrupt and would be talking on their personal phone. I telephoned the office and their response were excellent. They came out immediately to speak to me about it to gain further information and the member of staff was retrained. I asked for that member of staff not to attend again, but they did on one occasion due to staffing issues. Thee care provided by that staff member was much improved."

The registered manager nominated individual and care coordinators felt they listened to people. We saw examples of when they held team meetings and when staff made complaints or had concerns. Staff said management listened to them and felt their feedback was valued. They told us people were invited to give feedback about their care to carers or supervisors. Staff were able to describe the action they would take if a person raised a complaint with them. The management team worked closely with staff and provided support, including frequent supervisory spot checks of care staff to assess their performance and offer advice and guidance as needed. One staff member described the team as, “united.”

The provider used multiple methods to check if people were happy with their care and support. The service shared surveys, feedback forms, spot checks and would regularly speak to people that use the service. People told us that they had good relationships with staff and management and felt they were listened to.

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.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.