Alcedo Care Leeds

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 assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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, compassion and dignity. People and their relatives consistently described staff as caring, respectful and attentive to their needs. 1 person told us, “They are no bother. They joke with me. Yes, they are kind and they talk to me.” A family member said, “Yes, kind and caring. They go at [their] pace. Their privacy and dignity is upheld when doing personal care.” Staff developed positive relationships with people and provided support in a way which respected their preferences, privacy and individuality. Feedback gathered through quality reviews was consistently positive, with people reporting staff were kind, supportive, helpful and respectful. The provider sought regular feedback from people and their representatives and acted when concerns were raised to ensure people continued to receive compassionate support.

The provider always treated people as individuals and delivered personalised care which reflected their preferences, needs and goals. Care plans were person-centred, detailed and tailored to people's routines, preferences and individual risks. Records showed people were involved in developing and reviewing their care and support arrangements. Staff understood people's likes, dislikes and preferred ways of receiving care. 1 person told us, “They know me, they have been coming a while.” Staff adapted support to individual communication needs and preferences and the provider had systems in place to provide information in accessible formats. Reviews and feedback records demonstrated that people and their families were listened to and that support was adjusted when preferences or needs changed.

The provider always supported people to maintain their independence, choice and control. People were encouraged to make decisions about their daily lives and to do as much as possible for themselves. Records showed staff promoted choice around routines, activities, food, personal care and community access. Relatives described how staff offered options and encouraged people to make decisions. Care records demonstrated staff promoted independence by encouraging people to participate in activities and tasks they were able to undertake safely. For 1 person, staff supported meaningful activities at home and in the community and promoted choice, communication, social interaction and independence. Risk assessments and care planning demonstrated a balanced approach to managing risk while respecting people's rights to make decisions and maintain control over their lives.

The provider always responded to people’s immediate needs and adapted support when circumstances changed. Care records, reviews and feedback demonstrated staff knew people well and responded quickly to changing needs, concerns and risks. People and their representatives told us staff were largely reliable and responsive. Records showed staff monitored people's wellbeing, escalated concerns appropriately and worked with healthcare professionals when needed. For example, staff supported 1 person with complex health needs through detailed risk assessments and individualised care planning, while another person's changing health needs were monitored and escalated appropriately to healthcare professionals. Feedback from people and relatives demonstrated staff communicated effectively, reviewed support regularly and sought views through routine telephone reviews and check-ins. The provider also used feedback and concerns to improve care delivery and ensure support continued to meet people's needs.

The provider always supported and enabled staff wellbeing so they could deliver good quality care. Staff had access to a range of wellbeing support, including counselling, occupational health and physiotherapy services, wellbeing checks, flexible working, welfare meetings, compassionate leave and mental health programmes. Staff had opportunities for recognition through awards and positive feedback schemes and were supported through training, development and career progression opportunities. Staff told us they felt supported by managers and spoke positively about the service. When asked if they would be listened to or if they had a concern, 1 staff member told us, “Yeah, definitely. They would be listened to 100%.” Another said, “I get a lot of support from [manager] and [manager].” Records from staff meetings showed managers encouraged staff to speak up and raise concerns through the provider’s whistleblowing “Speak Out” processes.