Alex C&C Healthcare Ltd

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 individual 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 registered manager 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. The registered manager involved people in their care and support plans. These contained information such as how the person wanted their personal care provided. However, they contained no information about the person such as any hobbies, interests and life histories of if the person wore glasses or used a hearing aid. We shared this feedback with the registered manager who confirmed they explored this with people although people had chosen not to provide this. We recommended the registered manager documents this within people’s care plan’s so people’s care plans confirm their wishes around this.

The registered manager understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. The registered manager undertook assessments and reviews to ensure people’s care was provided around their individual needs and preferences.

The registered manager confirmed they were able to provide appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The registered manager had a good understanding of people’s individual needs and what these might be.

The registered manager gave examples of alternative formats they could provide care plans and other information in. They had also purchased technology that was able to translate and interpret languages so staff and people were able to maximise conversations effectively. The registered manager liaised with commissioning managers as needed to discuss any changes to people’s care packages and people and families were involved with these changes.

The registered manager made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff and the registered manager involved people in decisions about their care and told them what had changed as a result. People’s views were sought through care plan reviews, visits, surveys and by providing online feedback. Relatives all felt able to raise any concerns and all were happy with the care and support provided. The registered manager liaised with health and social care professionals when required.

The registered manager made sure that people could access the care, support and treatment when they needed it. They ensured care and support was provided flexibly to meet people’s wishes and any changing needs.

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. The registered manager and staff knew people well. The registered manager was passionate about people getting good quality care and support and they sought feedback from people and their families so they could review the quality of the care and support provided. The registered manager shared with us they had purchased technology so that staff and people could effectively communicate.

People were not always 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. For example, people’s end of life wishes were not documented within their care plan or if this had been explored with them. The registered manager confirmed they liaised with health and social care professionals, families and commissioners if and when required to ensure people received the best care possible. People had their care and support provided flexibility when their needs changed. We fed this back to the registered manager so they could review people’s care plans around their end of life wishes.