Alphacare NW

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 requires improvement. At this inspection this has improved to 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 provider now 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. Care plans were now routinely reviewed with the person themselves and their relative if they were legally allowed to do so. A person commented, “I am contacted every few months and asked if my care is working for me and if there is anything I would like to change. When I have made suggestions in the past, they have listened to me and changed the care package as a result.”

The provider 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 were supported to access the amenities in their local community, and the provider worked closely with local charities and communities.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in easy read, large print and verbally to help support people who might have additional needs with regards to this.

The provider 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. There was a complaints procedure in place. Everyone we spoke with told us they understood how to complain, however no one had raised any formal complaints. A relative said, “I would just call the office, and I know they would sort it for me.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported quickly and referred in a timely manner to agencies such as the District Nurses, if required.

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. Care notes within people’s visit logs referred to dates and times when staff had chased appointments for people to ensure they had not been missed.

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. Each person’s support journey was unique. Records showed there were clear and appropriate discussions taking place every few months around people’s future plans.