Alcedo Care York and East Riding

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 71 (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.Despite some people sharing inconsistencies in care, overall, people generally received person centred care with decisions made, people felt they received person centred care with decisions made in conjunction with the person in line with their wishes.

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. Staff worked with external professionals to understand people’s life, medical history and used this to ensure there was joined up care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Leaders confirmed they were able to provide information in a wide range of formats to meet people’s communication needs.

The provider did not always make it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Some people felt they did not have their concerns listened to. While the complaints log showed no complaints had been received, some relatives had raised concerns to office staff, and the relatives considered these were being treated as complaints but in fact they weren’t. Following the inspection, the provider confirmed they do record all concerns but not within the complaints log. The provider confirmed they will consider how concerns are recorded in the future to make these easily trackable and transparent and make the complaints process easier to access.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People benefitted from approaches which embraced collaboration. Leaders actively worked in close partnership with health and social care partners to ensure people had access to the support, equipment and services they needed when they needed it.

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. People did not experience discrimination because of their protected characteristics. Staff had training in equality and diversity and understood the importance of working without judgement and prejudice.

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 goals and aspirations were recorded for staff to work towards with the person. Some people had become more independent under the support from staff following the plans and goals put in place. One person had regained independence where they told us, “I am back at university and have taken on some work opportunities for the first time.”