Archived: DCA Alderwood North

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. We observed care which was person-centred and members of staff knew people’s routines, habits and preferences. People's homes were specific and unique to them and they were decorated and arranged in accordance with their personal preferences.

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 had access to local health and care services and their care and support was joined up and flexible. Care staff made referrals for additional support and reviews for people appropriately. Some people, however, chose not to attend specific appointments for routine healthcare support. It was unclear what the provider had done to support the person to make informed choices about their decisions and to understand the impact on their health as a result of these decisions.

The provider supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. Information was provided to people appropriately in ways they could understand. This was either through talking and conversations, written information or sign language. Staff were able to communicate with people and understand their verbal language and cues so their wants and needs could be met effectively.

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. There was a complaints policy in place and people and their families were able to make complaints and raise concerns about their care and support. The management team discussed and reviewed people’s concerns and took action as and when appropriate.

The provider made sure people could access the care, support and treatment they needed when they needed it. People had dedicated staff teams and they were supported to access health, care and support services to meet their needs. People were able to access services in their local community as well as specialist services in the wider local area.

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. Support was tailored to each individual and their personal preferences and routines were recognised and maintained by their staff team. People lived independently and they were supported to visit people to develop and maintain friendship relationships. People were supported to go out and about in their local community.

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. No-one in the service was on end of life care but support had been provided to plan for the future. This included RESPECT forms which detailed what should happen in an emergency situation and it was recorded in people’s care plans.