Alderwood

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 the last inspection we rated this key question good. At this inspection 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.

Staff made sure people were at the centre of their care and treatment choices. Staff worked in partnership with people to respond to changes in their needs. Care plans and risk assessments were reviewed to make sure these met people’s needs and reflected their wishes. People told us staff treated them as individuals and respected their wishes. One relative said, “I feel very fortunate that [person] is a resident at Alderwood. The staff really want to do the best for her.” Staff feedback confirmed a collaborative approach: “People are actively involved in creating their care and risk management plan through partnership and shared decision-making.” Case studies illustrated how staff meet people’s holistic needs. For example, when one person expressed sadness about not visiting Hawaii due to illness, staff organised a Hawaiian-themed party, demonstrating creativity and compassion in supporting emotional wellbeing. Another person detailed how they had been supported through the recovery journey and was now thriving in their own place.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked effectively as a team and collaborated with external professionals to deliver joined-up care. Feedback from professionals highlighted strong multidisciplinary working, with staff contributing meaningfully to care planning and rehabilitation. Staff described a supportive culture where management was approachable and responsive. One staff member said, “[Registered manager] and [clinical manager] are extremely supportive, and the door is always open if I need support with anything.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received appropriate and accurate information tailored to their needs. Communication plans were in place. Staff understood individual communication preferences and used supportive conversations to build trust. Relatives reported staff were always willing to discuss concerns, even during unplanned visits. Information about health promotion was visible throughout the service, including boards on healthy eating and smoking cessation.

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 told us staff listened and acted promptly. One relative said, “Safeguarding issues were dealt with extremely appropriately.” People and relatives felt the registered manager and staff listened to them and acted on any concerns. Staff described management as approachable and responsive. People were involved in planning their care, and staff encouraged suggestions during meetings.
 

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. They provided services for disfranchised people and those who had really complex mental health needs. Staff worked to reduce barriers, for example they contacted multiple funeral directors to locate one person’s prepaid plan and routinely liaised with external agencies to organise community activities.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. Staff tailored care to reduce inequalities and improve outcomes. Professionals highlighted Alderwood’s success in rehabilitating individuals who had struggled elsewhere. Training in equality and diversity supported inclusive practice. Evidence showed people achieved positive outcomes regardless of complexity. For example, one person had recently regained their independence and been assisted to maintain their social connections. Staff constantly looked across the service to determine how people could be supported to receive equitable care and support. For example, their oral health audits had identified gaps in access to dental care people experience, and in response staff implemented plans to improve access and referrals.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. People reported staff were very capable at supporting them to plan for the future. Planning was proactive and holistic. A staff member said, “Through a person-centred and collaborative approach, people are actively involved in creating their care and risk management plan through partnership, shared decision-making and respect for their lived experience. The collaborative approach preserves the individual's rights and autonomy while enhancing safety and engagement recovery outcomes.” Staff supported people to prepare for life changes, including discharge and end-of-life care. For another person, staff coordinated with healthcare professionals and family to ensure a dignified death, reflecting sensitivity and foresight. Staff coordinated with healthcare professionals, ensured anticipatory medications were in place and provided attentive end-of-life care, maintaining dignity and comfort throughout.