Alphacare NW

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People told us staff were kind. A person said, “They [staff] are very nice people.” A relative told us, “They are very good with [family member]. It is not an easy job.” We received no concerning feedback from any other stakeholder organisations.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Where people had a sensory impairment, important information such as how the person mobilised around their home, was recorded in their care plan, as it was important staff did not move any furniture as the persons used this as a guide.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A person told us they sometimes had to change their call time. They said, “The office staff will try and accommodate me. They are good.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. There were processes in place for staff to follow during each person’s care call to ensure they were meeting people’s needs. Staff attended people’s care calls on time, including where people received time critical medicines. There was an out of hours system in place.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff we contacted did not raise any issues or concerns regarding their employment with Alphacare NW. All of the staff said they felt well supported. A staff member said, “[Managers] are always there when I need help, and I feel confident bringing any safeguarding concerns to them.” Another staff member said, “I feel I can raise things with them."