Alpenbest

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• 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 provider 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Care workers treated people well. A care worker told us, “[People they support] must feel special and respected.” A representative from a partner agency working with the staff told us, “I have found the staff to be caring and knowledgeable about the people they support.” Everyone we spoke with confirmed they were treated with kindness, compassion and dignity. They said staff were conscious to maintain their privacy and dignity throughout, especially when supporting with personal care. People and their relatives told us they had a good relationship with their care workers. Comments from people and relatives included, “ They are very kind. They always look out for me.” “They really do care, they really do.” “They are very kind and caring and genuinely want the best for her.” And, “They are very, very kind, have good manners and make him feel at ease.”

The provider 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’s care records included information about what was important to them. For some people, this included their goals and aspirations, and staff supported people to achieve those goals. A care worker said, “One has to acknowledge the person’s preferences and needs. The support should also reflect and respect one’s life choice. The support given should be tailor made to their values, morals and preferences.” People and relatives confirmed that people were provided with person-centred care that met their individual needs. This included providing a flexible service where timing of calls could be changed should they be required. One person told us, “I’d recommend them. They are very flexible with a change in timings. Everything is great.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s care records emphasised the importance of ensuring people were involved in their care and their choices were respected. Care workers worked in line with people’s choices and references. A care worker told us, “We encourage all clients to comment on their care and suggest what they feel is right for them.” People confirmed them and one person said, “I’m constantly involved.” A relative told us, “They let her choose what she wants to wear and we have female only carers which is what we want.”

People were encouraged to be as independent as possible. Staff supported people with their reablement and supported them to regain their independence after illness or injury. Comments from care workers included, “I encourage them to do as much as they can to promote independence.” And “I encourage and praise so that they gain confidence.”

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Care workers felt well supported in their role. They felt the provider and management team looked out for their wellbeing and made themselves available should the care worker require any support. Comments from care workers included, “Ever since I began working for this organization, I have received excellent treatment, a warm welcome, and a raise in pay.” “They are always there to listen and support me.” “My relationship with my management team is positive and supportive. They are very approachable, and always willing to listen if I have any concerns.” And, “They are approachable, understanding and are supportive.”