Archived: Allied Healthcare Winsford

We looked at five support plans and other care records for people who used the agency and they all had an assessment of their health and social needs completed. The documentation was up to date and reviewed on a regular basis. People confirmed they were involved in the development of their support plans and that these were reviewed with them.

We spoke on the phone with twelve people who used the agency and their relatives. We also spoke with six staff members during the inspection and visited four people who used the service in their own homes. People we spoke with confirmed they were satisfied with the service.

People who used the service said: 'All the staff are very nice and polite', 'Staff always ask if there is anything else I need before leaving', 'All the staff are very good', 'I have no worries' and 'The staff are wonderful. Very good and caring.' All the people who used the agency and their relatives agreed that on the whole the carers turn up on time and stay for the allocated length of time.

Staff commented: 'The care plans and risk assessments are good', 'The care team are good', 'The training is very good and we are asked for feedback', 'The staff don't meet up much', 'I think I provide a quality service to people' and 'We have regular meetings.' All the staff said they got good support from the management team and that they had no concerns about the welfare of the people they supported.

'girls are very, very nice'

'very respectful'

'very nice indeed

We saw evidence that people's needs were assessed prior to accessing the service so support could be offered in a way the person needed and preferred. We looked at four care records that showed people had been involved in deciding what care they needed and been given a choice in how they wished to be cared for.

Care plans were simple, concise and personalised to the individual. Care plans gave clear instructions to staff on the care to be provided. Risk assessments were completed on the individual needs of the person and linked to the type of care provided.

Staff were knowledgeable about a person's care and gave examples of how they treated people with respect and dignity and promoted the person's right to choose in the delivery of personal care.

All necessary checks to safeguard people against abuse had been undertaken in the employment of staff and a comprehensive induction and training programme for all staff ensured they had the qualifications, skills and experience to undertake personal care.

Medicines had been recorded in a consistent manner by staff in care records and staff practice was regularly audited.

An easy to understand complaints policy and systems to log, track and monitor complaints underpinned effective complaint handling .