Archived: Allied Healthcare - High Wycombe

During this inspection we examined the computerised system for monitoring the visits made by staff members to people who used the service.We saw the system had been upgraded to ensure people's needs were met in a timely manner and how staff responded to difficult situations to protect the care and welfare of individuals.

We read documents that showed how the manager reinforced to staff the importance of reliable and consistent timing when visiting people who used the service.

We spoke with three people who used the service. They were complimentary in their appraisal of the support they received. One person told us 'I can't speak highly enough of them, I find them exceptionally good and I have had them a good few years.' Another person told us that they felt the staff "know their job and can turn their hand to anything."

We spoke with three staff members, who all told us they believed they offered a good service to the people they supported.

We read the care plans of three people and recruitment files for three staff members. We found records reflected people who use the service were involved in their care planning, and had given their agreement to the support they were provided with. We read how the provider safeguarded people from abuse through safe recruitment practices, and through training and supervision of staff members.

We spoke to a person using the service, who reported to us that the care staff who was due to support them that day had not turned up. They also told us that they had not been given any information as to why this had happened. We reported our concerns to the office manager, who dealt with the situation immediately.

We found people's needs were assessed and their care and support was planned and delivered in line with their individual care plan. The service had a system in place to ensure people were protected against the risk of abuse. People's medicines were safely administered.

The service prioritised visits when there were staff shortages. This was to ensure people living alone and the most frail had the highest priority. People were cared for by staff who were trained to deliver care and support appropriately. There was an effective system in place to regularly assess and monitor the quality of the care people were receiving. Complaints were responded to appropriately.