Alva 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 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 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. Care plans were developed collaboratively with the person and where appropriate their relatives. For people living with dementia, visual aids and simplified language were used during care planning sessions. People were asked to sign their care plan if they agreed to its contents. Care plans were reviewed frequently to ensure any changes to people’s care and support were reflected.

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 were supported to access healthcare professionals as required. Staff told us they listened to advice and ensured care was delivered in line with their guidance.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had access to information about the provider and their support package. The provider had General Data Protection Regulation (GDRP) and Accessible Information Standard (AIS) policies in place to evidence people had the right to be informed, access their information and the right to object. The policies ensured people’s information was stored and provided in line with current standards.

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. The provider had a complaints procedure in place which gave specific timescales and detailed what the provider would do if people raised concerns with them. The provider had a commitment to ensuring people had access to the policy and that a resolution would be found in a timely way. The provider had not received any formal complaints but had a policy to ensure that complaints were monitored and used to improve the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The registered manager told us they ensured equality in all care situations to reduce barriers to care, such as language, cultural needs and mobility. For example, procedures were in place to access multilingual resources and access interpreters for people whose first language was not English. All carers were provided with emergency contact numbers and clear guidance for out-of-hours situations. Policies and procedures for emergencies are accessible in the staff handbook and care plans. Staff were trained to respond promptly to people’s needs and escalate concerns according to protocol, and to always ensure people’s safety.

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. Staff and leaders supported people to reach their desired goals, using small, measurable and realistic targets. For example, 1 person’s goal was to improve their mobility and walk a short distance independently. Staff supported the person to access physical therapy sessions twice a week, which supported progression. The registered manager said, “We ensure we are always ready to respond, adapt, and innovate to improve outcomes and quality of life for those we support.”

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. The provider had an end of life policy in place to ensure people were supported sensitively and in line with their choices.