Alderwood L.L.A. Limited - Irchester 2

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

People received care and support based on their individual care and support needs and protected characteristics under the Equality Act. Peoples social, cultural and religious needs were assessed and met, including preferences and routines. People received consistency and continuity of care. Information had been provided in ‘easy read’ format to support people, and people were supported to access independent advocacy services if required. The provider’s complaints procedure had been made available to people using the service and others. People had equal access to services and support. The provider had data protection procedures in place that reflected current legislation. Future end of life care plans had been developed. People received opportunities to identify personal goals and achievements.

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.

Relatives and people using the service told us they were involved in discussions and decisions as fully as possible about the care and support provided. Relatives confirmed they were kept informed around changes to their family member’s needs. A relative told us about recent changes to their relative’s health and wellbeing, and how staff had responded, this included how staff were working together with external healthcare professionals to support the person. The relative said, "There’s been a crisis situation with [name] self-harming. The mental health team are trying to find out the triggers and they’re putting a lot of training in place. We’ve had a lot of meetings with the mental health team, staff and family."

The registered manager told us how they ensured people received care and support that was individualised and based of personal preferences, routines and choices and how new opportunities and experiences were introduced. Whilst people had opportunities to attend day activities such as attending the provider’s farm and gardening project, we were assured this was people’s personal preference. The registered manager said, “For instance, we support 1 individual who is not fond of the farm project due to personal choice and a fear of animals, while 2 others thoroughly enjoy it. Therefore, we make sure to include these activities for those who appreciate them. Our range of activities includes rock climbing, ice skating, snowboarding, trampolining, swimming, shopping, visiting museums, nature walks, pocket parks, gym sessions, and more. We ensure these are incorporated into our weekly schedules or even arranged on the same day, considering the availability of drivers for that particular shift to facilitate their requests.” The registered manager told us how people were supported to try new activities and opportunities. For example a person tried snowboarding twice before deciding it was not for them. Whilst another person would happily participate every day if given the chance. Another example was given how staff had suggested visits for a person to particular leisure activities. Whilst this was not the individual's initial choices, they were communicated effectively, and the individual showed interest and was a positive experience.

Our observations of people being supported by staff was positive. The atmosphere was positive, calm and relaxed. People had their correct allocated staffing in accordance with the staff allocation record. People appeared relaxed and comfortable with the staff present. Staff were observed to follow the staff allocation record, of activities to be provided however, whilst activities were identified and based on people’s routines and preferences, they were still given a choice. For example, whilst a person was identified to complete an indoor activity they requested to go shopping, they wrote their shopping list and was supported to go shopping as requested.

People received care and support based on their individual assessed needs. Both people who used the service and relatives confirmed the correct allocation of staff was provided. A relative said, "There’s always enough staff, [name] has 2 to 1 staffing, and we have no complaints at all." Relatives were confident and positive about the consistency and continuity of care.

Staff told us how they ensured people received consistency and continuity in care delivery. This included the use of documents to share information with others such as a hospital passports and grab packs to share important information with others such as ambulance and hospital staff. The registered manager told us about their discharge policy and how they facilitated a person leaving the service by sharing information with new care providers to assist with a smooth transition.

External professionals were positive and complimentary about the care and support people received. An external professional advised how they were working with the staff to support a person's whose emotional needs had changed. The healthcare professional said, "There is an MDT (multi disciplinary team) approach in relation to [name]. An assessment has commenced to look at the function of behaviours, and this functional assessment will identify strategies to support staff. The staff have good insight into [name] needs and routines, they are working well with us." Another external professional said, “I have had satisfactory communication from staff and management. Staff regularly support my patients with meaningful activities and develop their living skills.”

Staff rota's confirmed people were receiving care and support from regular staff and their commissioned additional staffing overall was being provided. People's care records confirmed regular contact with relatives and extremal professionals. Staff training records confirmed staff had received required induction and training in learning disability and autism. Additional staff training had been provided regarding meeting some specific care needs for a person and this had a positive impact on the person's physical health.

People had access to an easy read service user guide that informed them of the service they could expect to receive. People told us they felt able and confident to speak with the staff or the registered manager if they had any concerns. They also had access to the provider's internal complaints and safeguarding procedures that had been provided in easy read. Relatives raised no concerns about how information was provided, shared or stored.

Staff showed a good understanding of people’s individual communication needs. This included giving examples of people’s different communication preferences and staff referred to people’s communication care plans. Staff told us how information was treated confidentially.

The provider had a data protection policy and procedure and understood their responsibilities under the Accessible information standards. Information such as the provider’s complaint and safeguarding procedures was provided in easy read. Social stories were also used to support people with planning new experiences / attending appointments. People’s communication needs and preferences had been assessed and planned for and guidance provider for staff.

People felt valued and listened to. People told us they felt confident to raise any concerns or complaints with the registered manager or named staff. A person told us how the registered manager was always easily accessible and how they made time to speak with them if they requested this. People also told us about their monthly keyworker meetings where they could raise any concerns and make suggestions. Relatives told us they were aware of the provider's complaint procedure and had no concerns about raising any complaints if required. Relatives also confirmed they were invited by the provider to complete quality assurance questionnaires. A relative said, "If I had a complaint, I would call the manager. They are very personable and easy to talk to. They always let me know things. We are regularly asked to complete surveys and questionnaires about how things are being run. We’re very happy with the service."

Staff told us how they supported people in all aspects of their daily care and support by offering choice. Staff also told us about the monthly keyworker meetings and the purpose of these in enabling people to be involved and listened to. The registered manager gave examples of how they would respond to a complaint and the circumstances they may support a person to access independent advocacy services.

The provider had systems and processes that supported people to share their experience of the service including opportunities to identify activities they would like to do. This was via a monthly keyworker meeting, weekly menu planning meetings and an annual provider review meeting with the person, relatives, and external professionals. The provider’s quality assurance systems and processes invited people, relatives and stakeholders to complete an annual feedback survey. Feedback was reviewed and analysed for themes and patterns, and actions completed where required. People had access to professional advocates through their DoLS authorisations who visited them to ensure their care and support needs were being met. Information about an independent advocacy service had also been made available to people. The provider had a compliant policy and procedure, and this had been made available to people, relatives and visitors. At the time of the assessment, no complaints had been received.

People and relatives confirmed care, and support was provided in line with their assess needs. People confirmed they had access to all parts of the service. Relatives were confident their family member was supported to access healthcare services in a way that met their individual needs and preferences.

Staff confirmed people had equal access to care and support, including all areas of the service. Staff were aware of people’s individual care and support needs, routines and preferences, including people’s protected characteristics and any reasonable adjustments to ensure equal access to external services.

Feedback received from external providers was consistently positive. People were equally supported to access services.

People’s care plans recorded reasonable adjustments in relation to accessing health services. This included how staff would facilitate health appointments such as requesting a double appointment to enable the person to have sufficient time and not feel rushed. People had equal access to care and support, and did not experience any barriers. Equality and human rights, including people’s protected characteristics were known understood and planned for. The staff rota’s confirmed people were supported in accordance with their assessed needs. Staff had access to out of hours management support in the event of an emergency requiring additional support and guidance.

Relatives and people raised no concerns in relation to discrimination or inequality.

Staff were confident people did not experience any inequalities; they gave examples of how people were supported to achieve positive outcomes. Examples included, how people were supported to access health services and community opportunities as others.

The provider had systems and processes that monitored people’s progression and outcomes. People’s care plans and records confirmed how people’s care and support was provided, monitored and reviewed. Goals and aspirations were recorded, planned for and reviewed. For example, a person’s care records showed during 2023 they had achieved a goal of having a voluntary work placement at a hairdressing salon and had developed their independence to wash and style their hair independently.

People told us how staff supported them to fulfil their goals and aspirations. One person told us how they enjoyed numbers and had studied maths. Another person told us how it was important to them to go shopping when they wanted, and they enjoyed planning in advance by researching what they wanted to purchase. People confirmed how they met with their keyworker monthly and had an annual review where goals and aspirations were discussed and planned for.

Staff confirmed they received ongoing training and support, including additional training from external professionals, to support them in meeting people’s complex care and support needs. Staff told us about how they supported people to develop their independence, choice making and to achieve positive outcomes.

No person using the service was receiving end of life care. However, end of life care plans had been developed with people and or their relative, to ensure personal wishes and preferences had been considered and planned for. An annual review meeting was arranged with the person, relative and external professionals where achievements / outcomes were discussed, and future goals and aspirations were identified. One person had a multi-disciplinary team who met regularly to discuss the person’s ongoing care and support needs.