Alcedo Care Central and East Lancashire

The service generally had a good learning culture and people could raise concerns, though people told us these were not always promptly actioned. Managers investigated incidents. People were protected and kept safe. Staff understood and managed risks. Where appropriate people were supported to maintain a clean environment and any risks were mitigated. Some improvements relating to staffing numbers may be required to support a more efficient service. Managers made sure staff received training and regular appraisals to maintain high-quality care. Staff managed medicines well and involved people in planning any changes.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

People or their relatives (where appropriate) were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People were supported to eat and drink to stay healthy where appropriate. Staff worked with all agencies involved in people’s care for the best outcomes. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent.

People were treated with kindness and compassion. Staff protected their privacy and dignity. Staff supported their preferences and people had choice in their care, which promoted independence. Some improvements could be made to ensure staff responded to people in a timely way. The service supported staff wellbeing.

People were involved in decisions about their care, though we found some improvements could be made to promote better person-centred care. The registered manager was working to improve this. The service provided information people could understand. People and staff knew how to give feedback, through sometimes more work was needed to ensure this was actioned in a timely way. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care, and although further improvements could be made to improve records relating to end of life care, the registered manager was working towards this.

Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles, though some work was needed to ensure a more proactive approach in some areas was in place. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care. Although there was a culture of continuous improvement, we found the service could drive further improvement by strengthening their oversight and governance to address some of the minor concerns we found.