Alcedo Care Liverpool Region

On this page

• 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.

This is the first inspection for this registered service. We have rated this key question 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Feedback from people and families was consistently positive, with many describing carers as respectful, caring, and thoughtful. Staff were observed regularly by senior staff using spot checks, which highlighted the use of person-centred approaches while maintaining professional boundaries.

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 were treated as individuals, with care plans reflecting personal preferences, routines, and cultural needs. For example, 1 person requested female carers only, and this was respected. Another person’s plan included specific preferences around food, communication, and privacy. Staff knew people well and adapted care accordingly. Staff feedback confirmed that training supported them to deliver personalised care.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were supported to maintain independence and make choices about their care. Care plans included goals such as living independently and being supported only when needed. Staff respected people’s decisions and encouraged autonomy. Mental capacity assessments were completed where appropriate, and people were involved in planning their care.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff responded promptly and appropriately to people’s needs. Incident records showed timely action and communication with families and professionals. For example, after a fall, staff checked wellbeing, arranged medical support, and updated care routines. People told us they felt safe and supported, and families said staff were responsive and reliable.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt supported and valued. Feedback from staff was positive, with many describing a strong team culture and approachable managers. A staff member said, “It’s just nice to work for, [Alcedo] they’ve supported me with my mental health.” Staff had access to training and development opportunities, including complex care modules and NVQ qualifications. The provider promoted a culture of wellbeing and professional growth.