Adelfi Care Services

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 provider 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider 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 received person centred care. People were complimentary about the service received. Care Plans contained relevant details about each individual and clearly demonstrated when they were reviewed and updated. Care plans include a detailed daily routine and the person’s desired outcomes of support. The provider confirmed they do not rota any 15 minute visits, meaning the staff have sufficient time scheduled to support people.

Staff comments included, “We all know the clients quite well, so we recognise any changes pretty quickly”, “Everything is in place and brilliant, an electronic system, good information recorded, if something you don’t know and you message in and they answer you straight away, 100 percent got all the information” and “Individuals needs and preferences are all set out on their care plans. I carry out a care review every 3 months to discuss needs and preferences with clients too. This ensures everything is up to date and the clients are happy and feel supported.”

People and their relatives told us, “The care plan is tailored to her needs. We have reviewed it over the phone. They will always flag things with me particularly if she is unwell. I can always request things they should do during their visit and I can request this via email” and “I use the care app. Without a doubt it is constantly reviewed and they will make more support available and put 2 carers to support if needed.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider worked alongside people and their families to include health and social care partners in on-going care and support, for example GP and community nurses and care plans contained details of people’s health conditions.

People and their relatives told us they have continuity of staff member. Comments included, “Yes there are 3 or 4 regularly who we have got to know very well” and “It is the same names in the record so I know that the continuity of staff is good.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. They were able to produce documents with larger fonts and audio files for people with sight loss. If required, they would produce easy read documents and change the language to suit people’s first language choice.

Relatives told us, “We received a lot of information about the company etc when we started with them” and “Yes we had lots of information provided and we met them to talk about everything. It was a new thing for us and they were really helpful.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and their relatives told us they were fully involved in the assessing and planning of care and any decisions or changes made to their support. They were aware of how to make a complaint or raise a concern if required. People and their relatives were very complimentary about the service they received and the ease of communication with staff and managers.

Managers and staff told us they receive lots of positive feedback throughout the year, as well as during care plan reviews. Feedback is requested via an online submission as well as a form and pre-paid envelope to ensure it is accessible to all. The provider told us receiving feedback anonymously gives people a voice.

Relatives told us, “They are brilliant. I have never had to [make a complaint] but I would speak to [The Manager] and I am confident they will be resolved” and “No, but I know they would take it seriously if I had. They are very approachable.”

Staff told us they would support people to raise a concern and encourage them to contact the managers if required. Comments included, “I would listen carefully to what they have to say and reassure them as best I could, so they feel heard and understood” and “I would support them to either talk to me about it and I can document it and report to management.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People and their relatives were complimentary about the flexibility of the care provided. Comments included, “When I was on holiday for 2 weeks they provided extra care. I emailed them on a Saturday before and they responded so they are really communicative and flexible” and “They have helped in an emergency; they helped me take him to one appointment in the past. I am confident that if I ask they will try to provide whatever I needed.”

Staff told us if they identified areas where a person or their relative would benefit from other types of support, such as equipment, they would inform the manager to follow up on arrangements.

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.

Staff told us they ensure information and communication is provided in a way that meets people’s individualised needs and is available for all, for example people with hearing loss. One staff member told us they would talk slowly, make eye contact and face the person, so they can lip read. They explained they would try to keep the environment quiet so background noise is minimal. Repeat or rephrase when necessary and stay calm.

An equality and diversity policy is in place and staff had received training in anti-discriminatory practices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s wishes to be cared for at home and to maintain a level of independence were documented. People’s care plans contained their future wishes for cardio-pulmonary resuscitation, including a recommended summary plan for emergency care and treatment document (respect).

The provider had an individualised end of life care plan to use as and when required. This contained a communication section between the family and the service, advanced decision information and other professionals involved in the person’s care. The provider told us some people did not wish to discuss their future wishes, which was approached sensitively. Staff had received training and support to support people’s individualised end of life care.

Staff told us they felt equipped to understand the different stages of end-of-life care and what to expect. They had completed an online training course and assessment. Staff told us they received good support from their managers and could talk and discuss their feelings easily when undertaking this type of care.