Alcedo Care York and East Riding

Updated 8 June 2026

Assessment Date: 29 June 2026 to 13 July 2026.

This was the first assessment of this newly registered domiciliary care agency providing personal care and support to adults and children, including people with learning disabilities, autistic people, people living with mental health needs and people with complex health conditions. We only assess those who are receiving the regulated activity of personal care or treatment of disease, disorder and injury. At the time of the assessment, 5 people were receiving a regulated activity.

Overall, people received safe, effective and person-centred care from staff who understood their needs well. People and relatives told us staff were kind, compassionate and treated them with dignity and respect. Some people described significant improvements in their independence, wellbeing and quality of life as a result of the support they received. Care plans and risk assessments were detailed, personalised and provided clear guidance for staff. Risks were identified and managed, people were involved in decisions about their care and there were systems in place to safeguard people from abuse and avoidable harm. Staff received comprehensive induction, mandatory and specialist training, including training for complex clinical needs delivered by qualified professionals. Systems were in place to monitor medicines, incidents, safeguarding concerns and care delivery.

People generally experienced responsive and coordinated care; however, experiences were not always consistent. Some people and relatives told us they experienced late visits, changes in staff and difficulties achieving continuity of care. While provider data showed most visits were attended and monitoring systems were in place, some people’s experiences did not always reflect this. We also found concerns were not always clearly recorded as complaints, making it harder for leaders to identify themes and demonstrate how concerns had been resolved.

Staff turnover was high and some people felt this affected consistency and familiarity of care.

Leadership and governance were not always effective in identifying and responding to the issues people described. The service had experienced instability in registered manager arrangements, with several management changes over a relatively short period. Although leaders had implemented audits, quality reviews and action plans, these systems had not always identified concerns relating to people’s experiences of late calls, communication and consistency. Despite this, staff spoke positively about the culture, felt able to raise concerns and described a supportive working environment.

People were supported in line with the principles of Right Support, Right Care, Right Culture, with personalised care that promoted independence, choice, control and inclusion, and staff who understood people's individual needs; however, challenges with leadership stability, continuity of staffing and consistency of people's experiences meant these principles were not yet embedded consistently across all aspects of the service.

Overall, the service demonstrated many strengths in the delivery of safe, caring and person-centred care, but further work was needed to embed stable leadership, improve oversight and ensure people consistently experienced the quality of care the provider intended to deliver.

Updated 8 June 2026

Feedback from people was mixed with some people having a good experience, others not a good experience. Some people spoke positively about their experience of receiving care and support from the service. People and relatives told us staff were kind, caring and understood their individual needs. One relative told us, “Yes, they attend three times a day, carers seem compassionate in [person’s] situation and inform me or my [relative] if any concerns.” This reflected the views of others who described positive relationships with care staff and felt staff treated them with dignity and respect.

Some people told us the support they received helped them maintain their independence and achieve goals that were important to them. Some people described significant improvements in their quality of life, confidence and ability to engage in education, work and community activities. Records and feedback showed people were supported to pursue hobbies, access their local communities and maintain meaningful routines which promoted wellbeing and choice.

People generally felt safe receiving care. A relative told us, “Yes, carers are good giving handovers, if a new carer comes, they come with a previous carer.” People and relatives described staff as knowledgeable about their needs and said staff usually understood how to provide support safely.

However, people's experiences were not always consistent. Some relatives told us frequent staff changes, late visits and communication difficulties affected their experience of care. One relative said, “Its not always the same, a rotation of four to five different ones, it makes it hard for [person] for consistency and trust.” Another relative explained, “They are often late or don't stay the whole period of time.” While these concerns were not shared by everyone, they caused frustration for some people and relatives and affected their confidence in the reliability of the service.

Some people also felt their concerns were not always listened to or resolved in the way they expected. One relative told us they felt they would not be listened to if they needed to complain.

Overall, some people experienced compassionate and person-centred support from staff who knew them well while other people described inconsistencies relating to staffing, communication and call times. Generally, people generally felt respected, involved in decisions about their care and supported to live their lives in the way they chose.