Allura Care Ltd

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.

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.

The provider was previously in breach of a legal regulation relating to person-centred care. At this assessment, we found enough improvement had been made and the provider was no longer breaching this regulation.

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.

People received person-centred care which met their needs and reflected their preferences. The provider developed personalised care plans. These included detailed information to help guide care workers. People and their relatives told us their needs were met. They also explained that the agency was responsive when they wanted changes or needed additional help. Their comments included, “The care workers are really responsive to all our needs”, “They are responsive in every aspect of care and management” and “The carers follow the care plan which I helped create.”

People received continuity of care. They were supported by the same regular care workers. Staff worked in collaboration with external health and social care professionals. They shared information to ensure people received continuity of care.

People received the information they needed about their care and the service. People were given a file containing their care documents and key information about the agency. People and their relatives told us they could request information when needed. The provider supported people with translated information and easier to read guides when needed. The agency employed staff who spoke a range of different languages. The registered manager told us they were able to provide care workers who spoke people’s different language needs.

The agency listened to people and valued their feedback. Members of the management team regularly telephoned people and their relatives. They carried out visits and reviews. The agency asked people for their written feedback. Comments from people included, “The manager calls every so often to follow up care”, “I think communication is excellent and the company is very helpful on every level” and “The management and office are always easy to get hold of, responsive and prompt.”

There was a suitable complaints procedure. People using the service and their relatives knew how to make a complaint. They felt these would be responded to in a suitable way.

The provider ensured equity in access. Staff supported people to access the services they needed. For example, attending medical appointments and being out and about in the community when this was part of their planned care.

The provider ensured equity in experiences and outcomes. The registered manager assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. Staff liaised with people and their relatives to make sure they felt their needs were being met. Staff undertook training to understand about equality and diversity.

The provider helped people plan for the future. They asked them about their wishes for future care and objectives they wanted to achieve. Staff provided care which helped people work towards these objectives. At the time of our assessment, no one using the service was being cared for at the end of their lives. Staff had undertaken training about providing end of life care. The provider had supported people at the end of their lives in the past. The registered manager told us they had liaised with palliative care teams and the local hospice to help make sure people and their families had the information and support they needed.