Alcedo Care South Lakes

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People and relatives confirmed staff provided personalised care and they were fully involved in this. A relative said, “Alcedo provide reliable and friendly care that is flexible to accommodate needs and individuals.” Another relative said, “[Staff] go straight to [family member] when they arrive, they put [family member] first.

Staff understood the importance of person-centred care and were focused on providing this. A staff member commented, “All our clients are at the centre of all person-centred care provided.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were in control and staff supported them to make informed choices. People and relatives did not specifically comment on this.

Staff told us they provided care which was intended to meet each person’s needs. A staff member said, “We provide all different types of care from companionship to personal care to complex care. We work hard to ensure that everyone receives high standards of care, and this is maintained.”

Professionals had complimented the provider for how well they worked with them to achieve positive outcomes for people.

Care plans described the care and support people needed and how this linked with other agencies to help promote continuity of care. Staff supported people to access the local community and other services if this was needed.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Managers provided information about how staff had adapted their approach to suit individual people’s needs. In one case, care staff and relatives collaborated to create a bespoke approach to support a person to communicate more effectively.

The provider followed the requirements of the Accessible information standard. Care plans included information about each person’s preferred communication needs to enable staff to effectively support people with communication.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People and relatives told us staff took on board their comments. They also knew how to raise concerns, if required. A relative said, “I am pleased with what they do. I would just say to the carer if there was a little problem. I can talk to the carers before going higher.”

Staff confirmed people were consulted and involved in determining what care they received. This enabled them to have a good understanding of people’s needs. A staff member told us, “The good things about the care provided, is that you are always well educated about the clients conditions.”

The provider had a complaints policy and procedure, which was reviewed to keep it up-to-date. The provider usually received very few complaints. Where a complaint had been made, the provider carried out a thorough investigation and acted to address any concerns. In contrast, the provider regularly received a significant number of compliments praising the care people had received. There were good opportunities for staff to speak up and give feedback.

The service made sure that people could access the care, support and treatment they needed when they needed it. People confirmed staff were usually reliable and met their needs in a timely way.

Staff did not have any concerns about people accessing the service.

We did not receive any feedback from partners.

The provider had policies and procedures to promote equity in access. They monitored people’s calls to check people weren’t missed or left without care. There was an out of hours system so that people and staff could access advice anytime.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People and relative told us care was tailored to each person’s needs to help promote positive outcomes.

Staff supported people to achieve good outcomes.

The provider had good systems to help identify people’s priorities for their care. This helped ensure people received the care they wanted and achieved the outcome they expected. The provider actively sought out people’s views.

The provider had received a high number of compliments from relatives about the end of life care their family members had received. They described staff as amazing, kind and compassionate.

Staff confirmed all aspects of people’s care was discussed, including future planning to allow them to remain in their home for as long as possible. A staff member said, “We take into consideration service user's needs, wishes and preferences.”

The provider offered people, and relatives if appropriate, the opportunity to discuss their wishes and preferences for their future care needs. This information was used to develop specific care plans, which included end of life care if people chose to discuss this.