CSL Alford

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 service. This key question has been rated 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 that people were at the centre of their care and treatment. Staff worked in partnership with people to understand their needs and wishes. People were involved in making decisions about their care, and their views were respected. We spoke with one person who told us all about their likes and dislikes. We found the information they had told us was clearly documented in their care plans. This meant staff were aware and could consistently support them in-line with their preferences.

Care plans showed that people’s physical, mental, emotional and social needs were considered. Staff made changes to care and support when people’s needs changed. Rotas were planned to meet people’s daily routines but were flexible to accommodate changes. This helped people get the right care at the right time.

People were given clear information about their condition and treatment options. This helped them understand their choices and make informed decisions. Staff also made reasonable adjustments when needed, so everyone could access care in a way that suited them.

The provider showed a good understanding of the different health and care needs of people in the local community. They made sure care was joined up across services, so people didn’t experience gaps or delays. Services worked together well, which helped people get the right support at the right time.

Care was flexible and adapted to people’s changing needs. This helped people stay in control of their care and make choices that suited them. There was good continuity, meaning people saw the same staff when possible and didn’t have to repeat their story.

The provider also considered people’s backgrounds, beliefs, and personal situations. They made sure care was inclusive and respectful, especially for people with protected characteristics or those who might have find it more difficult accessing good care. Services were planned and delivered in a way that responded to each person’s assessed needs.

The provider gave people the right information in a way they could understand. The information was correct, up-to-date, and matched each person’s needs. Staff made sure that people got information in formats that worked best for them, such as simple English documents. Staff were aware of other formats such as pictorial and sign language systems should anyone need these in the future.

The provider followed the Accessible Information Standard. They asked people about their communication needs, recorded them, and made sure these needs were met. This helped people get the right care and support.

People knew how to access their health and care records and could choose who to share their personal information with. The provider kept personal information safe and followed data protection rules.

Information was clear, safe, and helped people make choices. It was also given in a timely way and followed best practice and legal standards. However, the language used to describe people who experienced distress or difficulty expressing their needs could be improved to ensure people were viewed in a positive light. We discussed this with the provider to consider terminology when information was next reviewed and updated.

The provider made it easy for people to give feedback, share ideas, or make complaints about their care, treatment, and support. People could do this in various ways that suited their needs. Staff listened to what people said and involved them in decisions about their care. When people gave feedback or raised concerns, staff explained what had changed as a result. This helped people feel heard and respected. It also showed that the provider took complaints seriously and used them to make improvements.

The provider made sure that people could get the care, support and treatment they needed, when they needed it. Services were easy to access and worked well for different people. Staff made reasonable adjustments for people and helped those with communication needs. The buildings and equipment were accessible, and people could get help outside normal hours and in emergencies.

Leaders and staff were aware of the risk of discrimination and worked to make sure no-one was treated unfairly. They listened to feedback and used it to improve access, especially for people who might face delays or barriers. Services were designed to be fair and inclusive, and any changes to services reviewed to consider how they might affect access.

The provider followed equality and human rights laws. They made sure people with different needs and backgrounds were treated fairly and had the same opportunities to get care.

Staff and leaders considered all the information about people who might face unfair treatment or poor outcomes. They used this to improve the care, support and treatment people received. They made sure that people’s rights were respected and that care was fair for everyone. Staff helped people feel confident to speak up and share their views.

Leaders and staff looked out for signs of unfairness or discrimination, whether it came from society, the organisation or individuals. They worked hard to remove these barriers and improve people’s experiences. They used what they learned to make changes about how and when people accessed health services for example, so that people could better cope with the environment. The service followed the law on equality and human rights. They made reasonable changes to support people with different needs and protected people from discrimination.

People were supported to plan for important life changes. They were given enough time and the right support to make informed decisions about their future, including care at the end of their life.

Staff helped people to think ahead while they still had the ability to make choices.

Personalised care plans were in place and reflected what mattered most to each person. With the person’s consent, these plans were shared with others involved in their care. People were supported to talk about their wishes for CPR (cardiopulmonary resuscitation), and they were able to change their minds if they wanted to.

When treatments were changed or stopped, staff explained this clearly and kindly. They made sure people were comfortable and treated with dignity. If people wanted more independence and fewer care interventions, staff worked together to support these choices and help them reach their goals.