Alcedo Care South Lakes

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives told us staff were kind and caring and treated people with dignity. A person said, “I am quite happy, I am very satisfied. They are all very nice, they can't do enough for me.” A relative said, “The carers are fine, all lovely ladies.”

Staff described how they treated with people with kindness, compassion and dignity. One staff member said, “My passion is providing a high standard of care to all our clients maintaining their dignity and safety to enable them to live independently in their own homes.”

Professionals had complimented the provider on the skills and compassion care staff showed towards people.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People and relatives gave positive feedback about how staff treated people as individuals. A relative said, “They treat [family member] as an individual and as unique. This is incredibly important to us.” Another relative commented, “To them [family member] is the most important, they always impressed me with that.”

Staff were focused on treating people as individuals and providing personalised care. A staff member told us, “We take into consideration service user's needs, wishes and preferences.”

People had discussed with staff any specific needs they had and their preferences. This information was used to develop person-centred care plans. The provider regularly checked people’s expectations were being met.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to be as independent as possible. A relative commented, “[Family member] is very independent and will tell them what they want.”

Staff supported people to be as independent as possible. A staff member said, “Alcedo supports individuals to be independent by encouraging the individual to do as much as what they can for themselves.”

Care plans described what people could do and wanted to do for themselves, so staff could support people appropriately to maintain their current level of independence. One person enjoyed spending time with staff participating in various activities, such as baking, dog walking and engaging in conversation. Staff were supporting the person to plan further activities they want to do. Staff supported another person’s unique needs to support them successfully back into education.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People and relatives described how staff had responded to unplanned events without question when people needed additional support. A relative commented, “We are absolutely grateful. They do extra jobs if needed.”

Staff told us there were enough staff to meet people’s needs in a timely way. A staff member commented, “Our team has enough personnel to provide the necessary support, ensuring that client requirements are met seamlessly.”

The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider said they had recently reviewed how they do supervision and made changes to make it more structured. Staff felt supported, listened to and found management approachable. A staff member told us, “I feel well supported, it is one of the best companies I've worked for. I know I can go to different levels of management if needed.” Another staff member commented, “Alcedo Care consistently recognize the hard work and potential of its staff, rewarding them for their efforts.”

The provider had effective systems to ensure staff were well supported. This included regular one to one supervision sessions and appraisals with their manager. This provided opportunities for identifying areas for development and sharing information about best practice. The provider had opportunities to enhance staff wellbeing, such as a recognition and reward scheme. Staff also had access to an external counselling service if this was required.