Alandale Residential Home

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 68 (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 care that considered their wider social needs and preferences, and promoted choice and people’s ability to live on their own terms. People could spend time in the communal areas, but where people did not wish to do so this was respected. We saw people had developed close and meaningful friendships, for instance people would invite their peers into their room to do activities such as puzzles that they shared as a common interest. One person told us, “You get to make your own choices here”. We saw there was a wide variety of dietary options that were flexible to people’s different needs, and the chef would ask people each day what they would like. One person we spoke with told us, “Food wise, it's good. I don't eat red meat and they know that. I just ask for something different and that's fine”. There were a wide variety of activities that promoted cognitive stimulation and were individualised. The home had a small library with a wide selection of books, and an outside area with a fish pond which we were told people enjoyed sitting by and observing.

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.

People were supported by a consistent team of staff who were generally knowledgeable about their needs and supported them with kindness. They promoted people to experience care that was person centred and promoted choice. One person we spoke with told us, “Staff are very friendly and prompt to respond when I need help. I go for a walk every day and have to have 2 staff with me. I have no concerns.”

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We received some concerns from relatives who felt they were not always kept updated with the care of their loved ones, and that information was not shared in a timely way. One relative told us, “They do not keep us informed about my relatives health or involve us much, and if she has been unwell they do not tell us until after the doctor has been or after she has been started on antibiotics. This used to be better, but it is different now”. Improvements were needed to ensure information displayed was always accessible to people with dementia, for example the menu displayed on a notice board was very small meaning it would be more difficult to read and understand.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

People and relatives mostly felt they were involved in their care, and that suggestions or request were acted upon when raised. One person told us, “If you are unhappy about something you can say it to them. I can’t say you are ever ignored here”. There were systems to involve people in their own care such as surveys and regular meetings. People had recently raised that they enjoyed animals visiting the home and got a lot of emotional benefit from this. As a result, leaders had arranged for more frequent visits and people shared with inspectors positive feedback about this. One person told us, “I don't like to go downstairs but the other day there was a donkey. People’s faces lit up when they saw it, it was lovely”. Another person told us, “There is a resident’s meetings once a month you can bring up anything that you want. They write it down and take it to the managers.”

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

People were supported to access wider health and care support when they needed it. There were regular visits from services such a dentistry, opticians and chiropractors for people who may not be able to leave the home easily. Where people’s health needs changed, staff were knowledgeable about what signs they would look out for and how to escalate these to ensure people received support. A staff member told us “I can see when people are their usual self and when they are unwell. I would report it to the shift leader”.

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.

Where people had factors which made them more likely to be experience inequalities in their care, these were understood by staff and clearly documented. Where people needed additional assistance to stay well with eating or washing, they report appropriate support from staff. People remarked that they felt safe at Alandale and valued the support they received. One person told us, “I have looked after myself well. It’s nice to be able to relax here. I wasn’t coping at home. They bring me my food. It’s nice to have help when I need it”. Another person we spoke with added, “I feel safe here. Much safer than it was at home if I were to fall there's always someone here”

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.

The provider worked alongside people and their families to support them in making important and emotive choices about the future, such as around end of life care. Each person had a detailed care plan setting out their wishes if their health deteriorated. This including any spiritual or religious wishes, who they would want to be present and if they would like to be resuscitated if they became seriously unwell. Staff had received training around end of life care, and reflected on how important it was to get this right for people. One staff member told us, “It’s really hard, but it is nice to know they (people) are peaceful. Some people we can get really bonded to and its difficult at the end of the day.”