Aldanat Care

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 good at this assessment the rating has remained as 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.

Relatives told us they were involved in reviewing people’s care and support. When requests were made, care plans were reviewed and updated for staff to follow. This supported personalised care that reflected what mattered to people. One relative said, “I asked staff to adjust my relative’s routine so they could attend an activity they enjoy. The care plan was updated, and staff made sure this happened.”

Staff demonstrated a good understanding of people’s individual needs, preferences and what was important to them. For example, staff explained how they followed one person’s preferred morning routine and used their chosen communication method to offer choices. Care plans were accessible, clear, current and personalised, and the guidance reflected the support staff described. One staff member said, “I read the care plan before providing support and follow the person’s preferred routine and communication needs. I also record and report any changes.”

Staff were confident the management team would respond promptly to concerns about people’s needs or wellbeing. They described an open, supportive culture in which they felt listened to, respected and valued. This helped staff provide responsive care.

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.

Relatives spoke positively about staff support. One relative said, “Staff encourage my relative to make choices and take part in activities they enjoy.” Care records showed staff supported the person to choose and attend a preferred weekly activity. This promoted their independence and wellbeing.

Staff recorded the care and support provided in daily notes. Records included personal care, food and fluid intake, the person’s wellbeing and the choices offered. This supported effective information sharing and continuity of care.

The provider allocated regular staff wherever possible to promote continuity of care. Staff rotas showed people were supported by staff who were familiar with their routines and preferences. One relative said, “Staff know my relative well.” The registered manager said, “If regular staff are unavailable, we allocate someone familiar with the person.”

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

Care plans were available in easy-read formats where required, enabling people to understand information and contribute to decisions about their care and support.

Most family members confirmed they received copies of care plans and were able to review them and request changes. This supported their involvement in care planning.

Staff could access the provider’s policies and procedures electronically and knew where to find relevant guidance.

Each person had a current communication plan describing their individual needs, preferences and abilities, with guidance for staff on how to communicate effectively.

Staff received training to support people’s individual communication needs effectively.

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 told them what had changed as a result.

Staff involved people and their relatives in decisions about care and communicated changes made in response to their feedback.

The provider sought feedback from staff, people using the service and relatives through surveys. This enabled stakeholders to share their views about the quality of care and support.

Staff told us they listened to people and their relatives and used their feedback to support service improvement.

The provider had systems to manage and respond to complaints appropriately. At the time of the inspection, there were no open complaints.

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

Leaders and staff understood the needs of people with a learning disability and autistic people. They identified and reduced barriers to ensure people received equitable, person-centred care and support. Relatives confirmed people were treated fairly.

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.

Relatives said staff understood people’s needs, preferences, strengths and vulnerabilities.

Staff received training relevant to people’s needs, including the Oliver McGowan Mandatory Training on Learning Disability and Autism, and training to support people with their mental health needs. This supported staff to provide responsive care.

Staff felt able to raise concerns and were confident managers would act promptly. One staff member said, “The manager always follows up concerns reported to them and provides feedback on the action taken.”

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.

At the time of the assessment, no one was receiving end-of-life care. However, the provider had an appropriate policy in place should this support be required.

Staff had completed end-of-life care training, including communication, symptom management, emotional support and respecting people’s wishes and cultural needs.