Alpha Care SW Community Services

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 service 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 79 (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. People received personalised care and support specific to their needs, preferences and routines. People's care plans reflected individual needs with clear guidance for staff to follow to ensure person centred care. People's care plans were regularly updated to reflect people's changing needs. One relative described how a person wanted to go horse riding and how the service updated care plans and risk assessments to ensure the person was adequately supported to carry out their chosen activity. The relative said, “I couldn’t do it myself without their help. (Person) was desperate to go horse riding”.

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 provider had systems in place to ensure they captured the diverse needs and wishes of people. These were recorded in peoples care records and where appropriate shared with other healthcare services to promote inclusive care and continuity.

The service was exceptional at developing appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service excelled in empowering people to communicate so their voice could be heard. Staff used a range of tools and ways of communicating to engage meaningfully with people through touch, sounds, light, verbally, pointing, eye gaze and using pictures. Accessible information was available to people so they could see their achievements, what their goals were and information around decision making. Without exception everyone using the service had a video care plan, which included communication styles, preferences, likes and dislikes. The registered manager told us “there is no reason why staff can’t get a real insight and view of someone’s care needs in their words and communication styles and not just our words written on a piece of paper”.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. The registered manager took complaints seriously, investigated and provided a timely response. All complaints were dealt with in line with the providers complaints procedures. People and relatives told us they knew how to make a complaint. Comments included “I’ve no complaints. I’d know who to go to in Alpha Care and I believe I’d be listened to”, “I raised a query on a minor thing, and it was taken seriously” and “I meet regularly with the manager about minor issues, my concerns are sorted out by the manager. No formal complaints”. The service involved people, their families and friends in a meaningful way. People and their relatives had opportunities to provide feedback through surveys and an open door policy. The information gathered was used to improve the service.

The service made sure that people could access the care, support and treatment they needed when they needed it. All relatives we spoke with told us people were promptly referred to healthcare services and outside support if it was needed.

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 registered manager, provider and staff advocated on behalf of people to ensure they had access to services that matched their individual care needs. Relatives told us they were confident to speak with staff and the leadership team about things which mattered to them and impacted on their health and wellbeing. Throughout our assessment we saw multiple examples of where the service advocated on people’s behalf to ensure they received effective support and treatment.

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 had individual plans of care which were personal to them and included where necessary best interest’s decisions and capacity assessments of their future wishes and treatment plans and where they would like to receive care.