Alchita Care Limited of Bradford

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 the service met people’s needs.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 service 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.

The service had person centred documentation in place, detailing people’s specific needs, likes and preferences. Staff had a good understanding of person-centred care. One staff member told us, “Person centred care is about respect, dignity, looking at their individual needs, histories and supporting the person to manage their own health where possible.” People told us their care was tailored to meet their needs. One relative told us, “The [service] is very person centred and focused on doing what is right for the client.”

The service 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 service supported a range of individuals, with differing care needs. There was a varied training programme in place to support people with differing needs. The service worked collaboratively with local services. Professionals told us the service works well with them to enable a joined-up approach to care. One professional told us, “[the service] have consistently made themselves available for visits, this has allowed me to complete my assessment with valuable input and feedback from the service.”

The service supplied appropriate, accurate and up-to-date information in formats tailored to individual needs.

The service had documentation in place to support people to access information. For example, an easy read version of information relating to their service and the support they offer, in line with accessible Information standards. The service could have maximised this further by looking at use of alternative formats such as the use of flashcards for people with communication difficulties. The service immediately took this feedback on board to make improvements. People told us they were provided with accessible information. One relative told us, “[the service] provided all the information I need, should I have a safeguarding concern, or need to complain.”

The service 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.

There were systems in place to support people and staff to provide feedback. We observed there to be regular people and staff surveys completed. There was also a “you said, we did” document in place, provided to people who had given feedback. Staff told us there were regular staff meetings and there was opportunity for them to provide feedback, and they felt confident they would be listened to. People told us they were offered opportunities to provide feedback on the care they received. One relative told us, “[The service] do regular reviews of care, leaders in the service will make regular changes and update the care plan. If there are any changes, I will text the [leaders in the service] and they will re-write the plan.”

The service made sure people could access the care, support and treatment they needed when they needed it.

There were robust systems in place to support people’s access to care. There was an equality and diversity policy in place. Staff had completed training in equality and diversity. The service had a diverse training programme in place to support people’s varying needs, for example, dementia training and those with learning disabilities. The service also reached out to relevant professionals to request additional training to support people’s specific needs for example, contacting occupational therapy to arrange specific training to support a person’s needs. People told us they were supported to access care when they needed it. One relative told us, “The staff seem very well trained in dementia, they have lots of patience and they let [my relative] do what they are capable of.”

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 service supported people who may be at increased risk on inequality under the EA, 2010, to receive equitable experiences and outcomes. There was an equality and diversity policy in place. Staff had completed training in equality and diversity, as well as a variety of other relevant training such as learning disabilities. There was documentation to support people with specific needs in relation to equality, for example, those with a learning disability. There was information included to support staff to care for people’s individual needs. People told us the relevant support was in place for those who may experience inequality. One relative told us, “[my relative] is none verbal, and uses different tones for different things. The care they provide is all very person centred.”

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.

There were robust systems in place to support people with making decisions impacting on their care. There was an end-of-life policy in place. Staff had completed end of life training and demonstrated a good understanding in this area. When asked what good end of life care means to them, one staff member told us, “We treat people with dignity, stay calm, provide reassurance and understand their triggers.” There were end of life care plans in place for those receiving end of life care. People told us they had been encouraged to have discussions about important life decisions. One relative told us, “We have been approached a number of times to discuss end of life.”