Alcedo Care Liverpool Region

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 was person-centred and tailored to individual needs. Care plans reflected people’s preferences, routines, and goals. For example, 1 person wanted to live more independently and reduce reliance on family, and their plan included support with mobility, nutrition, and personal care. Another person’s plan included sensory preferences and communication aids.

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. Care was delivered consistently and integrated with other services. Staff worked closely with families and professionals, and feedback confirmed that communication was strong. People said they knew their carers well and appreciated continuity, with person commenting, “They’ve been with me for 5 months they are spot on, help me with everything.” Care plans included contingency arrangements and emergency contacts to ensure continuity.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was shared clearly and appropriately. Care plans included accessible formats, such as pictorial versions for people with communication needs. Staff knew how to access care plans and policies via the app, and families said they were kept informed. One person said, “They let me know who’s coming and always explain things.” Staff were trained to communicate effectively such as facial expressions and body language to support understanding.

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. People were listened to and involved in decisions about their care. Feedback from people and families confirmed that staff were responsive and respectful. One family member said, “They treat [relative] with respect and always phone me. I feel safe leaving her with them.” Care plans were developed with input from people and their families, and preferences were clearly documented. Staff described a culture of listening, with 1 saying, “We’re encouraged to speak up and involve people in everything we do.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People had access to GPs and district nurse teams when they needed them. People’s family members told us staff would not hesitate to reach out to any other medical professional if needed.

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 had advocated for people’s needs, such as contacting advocates, landlords and occupational therapists on their behalf, to ensure people experienced the same level of service as everyone else.

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. Where appropriate, there were Do Not Attempt Resuscitation forms in place, which had been discussed with people and their families. People were supported in their own homes and had different options and pathways available to them to enable they to remain in their own home if their health declined further.