Alcedo Care Leeds

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 newly registered 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 personalised, reflected people's preferences and routines, and were reviewed with people and those important to them when needs changed. People and relatives told us staff knew them well and delivered support in ways that reflected their individual needs. Staff told us care plans helped them understand people as individuals.

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. The provider worked well with people, relatives and other professionals to coordinate care and promote continuity. Records showed staff worked closely with GPs, district nurses, social workers and safeguarding teams to respond to changing needs and manage risks.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The provider gave people information in ways they could understand and took account of people's communication needs. Systems were in place to identify, record and respond to communication preferences, including the use of accessible information and easy-read materials. People and relatives told us information was easy to understand. 1 relative said, “The information we receive from them is easy to understand.” Another said, “They explain it verbally first and then give me a written pack.”

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 informed them what had changed as a result. People were encouraged to share their views about the care they received and were involved in decisions about their support. Feedback was gathered through reviews, telephone calls and ongoing discussions and was used to improve services. Records showed people were involved in care planning, reviews and day-to-day decisions. Quality reviews demonstrated the provider acted on feedback, including improving activity opportunities and promoting consistency of care staff where concerns had been raised.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider generally ensured people could access care and support in a way that met their needs. Care delivery was flexible and staff worked with people and families to make reasonable adjustments where required. The service had systems to identify and respond to communication, sensory, cultural and individual needs. Communication requirements were recorded within care records and staff were expected to adapt their approach to ensure people could access information and support. Accessible resources and translated information could be provided when necessary.

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 provider ensured people were treated fairly, with dignity and respect, and experienced positive outcomes from their care. Staff understood people's individual needs and promoted equality, independence and inclusion. Care plans and assessments reflected people's diverse needs, communication preferences, health conditions and personal circumstances. Staff adapted support to help people achieve positive outcomes, maintain independence and participate in activities that were important to them.

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. People's care and support were regularly reviewed, and plans were updated when needs changed. Reviews involved people, relatives and, where appropriate, professionals to ensure future support reflected people's wishes and circumstances. Relatives confirmed future planning was discussed. 1 relative told us, “We were asked what were our hopes for the future for their care.”