Alston House

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. At our last inspection we rated this key question good. At this inspection the rating has remained 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. Staff demonstrated they knew people well including their individual likes and dislikes and how they like to spend their day. For example, a person liked to sleep during lunch time, therefore, staff would set aside their meal until they were ready to have it.

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. People’s care and treatment was delivered in a way that met their assessed individualised needs.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, people had access to information in large print with pictorial features should they require this.

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. People and their relatives told us they felt comfortable speaking with staff or the registered manager. A relative told us, “[Registered manager] is very friendly and approachable. She’s been very good listening to me if I have a question.” People were invited to attend a weekly meeting to provide feedback and suggestions to staff. People were supported to access advocacy services to help people express their views and wishes.

The service made sure that people could access the care, support and treatment they needed when they needed it. Relatives told us “They have got a nurse who comes round each week.” and “They have a good relationship set up with the GP practice.” Staff supported people to access services when they needed to. A staff member told us, “We coordinate with healthcare providers to schedule appointments, assist with transport, and accompany residents when needed. We also ensure follow-up care is arranged and documented.”

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 and their relatives did not report any concerns in relation to any experience of discrimination and inequality. Leaders demonstrated an awareness of protected characteristics and would make reasonable adjustments to support equity in experience and outcomes.

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 care plans in place which detailed their choices and wishes in relation to their end of life. Staff supported people with the involvement of people’s families and the relevant health professionals. Further development was required to ensure that people at the end of their life had regular reviews and care plan updates to ensure their needs were met by staff at the end of their life.