Aalia Health Care Limited

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. This is the first assessment for this service. This key question has been rated 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 service 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. The service recorded people’s protected characteristics to ensure they received person-centred care appropriate to them. The activities co-ordinator had spent time getting to know people and their relatives to create memory boxes. These were displayed by each person’s bedroom door and supported people’s orientation around the home as well as providing a snapshot of that person’s life and interests. Staff told us this prompted conversations with people. One relative told us, “[Name of person] thinks that (they are) a volunteer and they (staff) go along with it giving them some things to do.”

The service 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 received care that met their assessed needs. Relatives told us the staff team were stable, which meant people received care from the same staff team. The service ensured all appropriate partner organisations were involved. For example, people had access to advocacy support where needed.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were known and understood by staff. People were communicated with in ways suitable for their needs. Some people were registered blind, and care plans showed how they wished to be communicated with. For example, when a person was given their meal staff explained whereabouts on the plate each food item was. People’s personal information was kept securely, and staff respected the need to do this. The service understood, monitored and met the Accessible Information Standard.

The service 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. People, relatives and staff knew how to provide feedback about the service. Relatives’ comments included, “I do know who to speak to”, “Any problems I can speak to staff. I feel comfortable to do that” and “Management and staff are approachable. We never have any problems with staff.” The service had undertaken surveys with people, relatives and staff and had used the feedback to improve the service. For example, during a meeting people had previously asked for more choice at mealtimes and this had been accommodated.

The service made sure that people could access the care, support and treatment they needed when they needed it. People had equity in accessing the support they received. The building had been adapted to ensure it was accessible for all.

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. People had equity in experience and outcomes from the support they received. The manager was aware of potential inequalities that affected people living with dementia and took action to address these. For example, ensuring the healthcare needs of those living with dementia were fully considered and met.

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. People’s care plans contained information about their advanced wishes, where people had wanted to discuss these. Staff worked with specialist teams to ensure people received the appropriate level of support at the end of their life.