Alderwood L.L.A. Limited - Irchester 2

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People received care and support from a consistent staff team who knew them well. Staff had a kind, caring and compassionate approach who wanted the best for people. The approach of staff upheld the provider’s values, people were treated with dignity and respect and their independence was promoted. Choice and control was encouraged and supported.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People spoke positively about the staff who supported them and told his staff were kind and caring. Examples were given how stuff respected people's privacy and dignity by knocking on peoples bedroom door and waiting for a response before entering. People confirmed they had a key worker and were aware which staff was their key worker on what this meant. For example people met with their individual key worker monthly when discussions and plans were made about what activities they would like to do relatives were also positive about the caring and supportive approach of staff. A relative said, “They’re [staff] all very kind and caring. We trust them.”

Staff talked positively about people, demonstrating a good understanding of people’s individual needs, routines and what was important to them. Staff showed concern and care for a person whose health had deteriorated. They told us of the actions taken to support this person during this time. A staff member said, “I knock on people’s bedroom door before entering, I ask if they are ready to start their day, I give them a choice to get up or to stay in bed a while.” Another staff member said, “Respecting people’s privacy, I’m aware this is not my house it is their home, everything should be in their best interest, when delivering personal care only persons that need to be there is there.” The registered manager told us how they completed informal observations of staff practice, to ensure people received good, consistent care and support based on people’s individual needs, routines and preferences.

External professionals told us they found staff to be caring, kind and knowledgeable about people’ individual needs. An external professional said, “I believe staff have provided good care to my patients who have very complex problems and needs.”

Our observations included an out of office evening visit. We observed staff to provide consistent good care and support that reflected people’s care plan guidance. People were supported by staff as per their commissioned hours. People were relaxed within the company of staff and engaged in activities. Staff followed people's care plan guidance and communication needs. Staff were observed to be kind and caring. Staff were respectful and acted upon people's requests / care and support needs. There was a relaxed and organised atmosphere. Good examples of diversion strategies / reassurance were used to support people at times of heighted anxiety.

Relatives told us they were confident their family member was treated well by staff who knew and understood their individual needs, routines and what was important to them. A relative said, "We’re very happy with the service, their [staff] approach and how they look after them. It’s very reassuring especially with someone who has complex needs. Lots of places say no or pretend to know about people with complex needs."

Staff told us how they had developed an understanding of people’s individual care and support by needs by following care plan guidance and getting to know people. The registered manager told us about the monthly keyworker meetings and how these were used to develop opportunities for people. The registered manager said, “Keyworker meetings help us support people with activities of their choice, I encourage and support staff to also use their initiative to come up with ideas and suggestions. Some people have friendship groups externally and we support people to meet up with their friends. Every person is different, and we respect this.”

We observed people being supported with routines and activities important to them. For example, people were supported by their allocated staff of a choice of indoor activities. One person was enjoying a puzzle game with staff, they were relaxed and interacting well with the staff. One person requested to go shopping to purchase items for their bedroom and they were supported to do this. We saw staff interacting with a person using both verbal communication, gestures and the person’s communication tool, the person was observed to respond positively. Another person liked to do indoor exercise to music and staff were encouraging and participating with the person.

People's care plans provided staff with guidance about their individual cultural and religious needs. For example, a person's care plan detailed their cultural and religious needs and preferences, and how this impacted on their care and support needs. People's individual communication needs and preferences had been assessed and planned for. However, 1 person had limited verbal communication, and their communication care plan lacked details for staff of how the person expressed their physical and emotional needs, including pain. This was raised with the registered manager who amended the care plan. Monthly keyworker meeting records showed how people were supported in discussions and decisions about their care and support needs, including activities and goals they wished to achieve. People had an annual review meeting where they were invited along with their relative and external professionals to review events, progress and achievements of the last 12 months and to plan future goals. Staff had received training in equality and diversity.

People told us they were given day to day choices of what time they got up / went to bed, what clothes they wore, they confirmed they were offered a choice of meals and drinks, and how they spent their time and activities they did. A person confirmed how they were supported to maintain contact with their family, this included face time and face to face visits, and they confirmed there were no restrictions on receiving visitors. Two people told us how they were supported to maintain friendships with other people who lived in elsewhere. This included being supported to meet up with friends for meals and social events. People confirmed they had daily allocated staff to support them and how they were able to go out locally on a regular basis. One person did tell us how community opportunities sometimes depended if there was a staff member who could drive on duty. People told us of the daily living tasks they were supported to do such as domestic cleaning, laundry, cooking and how they assisted staff with health and safety checks for example on the company vehicle. Two people told us how they enjoyed cooking for themselves and others. Relatives were positive how independence, choice and control were promoted. A relative said, "[Name] has an extensive timetable on day to day activities. They go on regular walks outside and visits to various places."

Staff told us how people’s independence, choice and control was encouraged and supported. Staff gave different examples for each person living at the service of how this was achieved. For example, a staff member said, “{Name] is supported to meet up with a friend who use to live here, they recently had a meal together. [Name of 2 people living at the service] like spending time together and have been on day trips to the seaside, they went to Sea world in London. [Name] went toboggin for their birthday and London Zoo. [Name] likes going shopping for new clothes and doing arts and crafts such as origami. [Name] likes playing basketball at the local park.”

We observed positive staff engagement with people where individual independence, choice and control was promoted. For example, we saw people being supported in the kitchen in making drinks independently and choosing meal options. We saw people participating in domestic tasks such as assisting with clearing tables and washing pots after their meal. Staff were observed to be encouraging and supportive, giving praise and recognition of people’s contribution. We observed people being offered a choice of activities and staff responding positively.

People’s care plan’s provided guidance for staff about their preferred routines, likes and dislikes and activities within the home and in the community they enjoyed. Guidance for staff clearly recorded how independence, choice and control should be promoted at every opportunity with the support of photographs used to demonstrate people’s personal achievements. Staff communication systems were in place to share important information with staff including staff allocation, and shift handovers, including a communication book to record appointments and events.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.