All inspections: Allied Healthcare Wirral

We inspected this service on 17 and 18 October 2016 and we gave short notice to the registered provider prior to our visit. This was to ensure that key people were available during the inspection.

Allied Healthcare Wirral is a domiciliary care agency that provides care and support services for people living in their own homes across the Wirral peninsular. The agency operates from office premises in Claughton village. The service currently supports 147 people living within the local community who are supported by staff team of 85.

The previous inspection was undertaken on 3 September 2013 and the service met the regulations we assessed at that time.

There was a registered manager in place at this service. They had been registered for 15 months. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are 'registered persons'. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The registered manager was not available during this inspection and the service delivery manager was in charge of the service. They were supported by care delivery director during the first day.

People told us they were very happy with the service provided and that the staff were excellent, caring and friendly. People said “The staff are very helpful”, “Staff do extra jobs if needed”, “I am very satisfied with the carers here”, “I get on with staff very well”, “The carers are really good” and “We wouldn’t be without them.”

Staff told us they enjoyed working at the service and providing support to people within the community. They said they were well supported by the office and management team and that they appreciated they were available including out of hours to support them.

Care plans were well documented and up to date. They gave clear guidance to the staff team. Risk assessments were undertaken for a variety of tasks which included moving and handling, nutrition, falls, the environment and challenging behaviour. These were reviewed regularly and up to date. The management of medication was safe.

Staff were aware of how to report a safeguarding concern. They were aware of the policies and procedures available to safeguard people from harm and told us they would not hesitate to report any concerns to the owners.

Staff had received a range of training that included moving and handling, safeguarding, medication, health and safety and infection control. A range of other training was available for the staff team to access. Staff told us that the training was good. Staff had access to supervision sessions and were invited to attend regular staff meetings.

Staff recruitment files showed that robust recruitment processes were in place. Staff attended an induction process prior to working alone in the community. Staff told us that they worked alongside an experienced staff member before going out alone. They confirmed the induction process was good and that they had the information they needed to perform their role.

People had access to information about the service that included the statement of purpose and service user’s guide. They said that they knew the information was in their care folder and some people had read this. Other people said they were not bothered about the folder but knew the information was available. An initial home visit was undertaken by one of the care coordinators prior to the service starting.

A complaints policy was available and each person had this information within the care folder. Processes were in place to deal with any complaints received.

Quality assurance processes were in place which included observations of staff to ensure that care and support standards were being maintained, reviews of people’s care and an annual questionnaire for people who used the service. Audits were undertaken in relation to the service provided and these monitored the services safety and effectiveness.

Allied Healthcare Wirral is a domiciliary care agency that provides support to adults in their own homes across Wirral. The agency also provides the 24 hour staff team based at Harvest Court, which is an extra care housing complex in Moreton. At the time of the inspection, 209 people were being supported by the service. The agency’s office is located within Claughton village.

People using the service were safe because staff had received training on how to recognise signs of abuse and possible harm and knew what to do if they had any concerns. Staff were proactive in reviewing incidents or accidents to reduce the chance of reoccurance. Staff managed risks to people’s safety whilst encouraging them to maintain their independence and take part in activities they enjoyed.

The care provided was effective. People’s needs were assessed when they started to use the service. Care records were personalised and identified people’s personal preferences about how they liked their care and support to be delivered. People were supported to access health care and where people had existing health conditions they were supported to manage these. People received care from staff who had received the training they needed to deliver care and that were well supported through supervision and appraisal.

The staff working for Allied Healthcare Wirral were caring. We observed positive and respectful interactions between staff and the people they supported. Staff had a good understanding of both people’s care and support needs; and their individual preferences. People were listened to and encouraged to express their views about their care and support.

The care provided was responsive to people’s individual needs. However, this could be improved further. Most people felt involved in decision making about their care and support needs. Reviews were not all being undertaken within appropriate timescales. Most people told us their care workers came on time. However, some people highlighted that communication from the office could be improved, particularly around telling them when a different carer would be coming or if a carer was going to be late.

Allied Healthcare Wirral did not have a registered manager in post. Leadership had improved over recent months and good support was in place for staff. Systems were in place to assess and monitor the quality of care people received. Audits had identified areas for development and an action plan was in place to monitor work that was taking place to improve the service. However, this had not been fully completed in the expected timescale.

Before a service commenced, a full assessment of people's needs was carried out including an environment risk assessment, a task and situational risk assessment and a moving and handling risk assessment. A plan for the person's care was drawn up and agreed with the person.

Information about the agency was provided in a 'service user guide'. This gave people details about what they could expect and a 24 hour contact phone number. It also gave the names and contact details for people who would deal with any complaints or concerns. People we spoke with said that they would contact the office with any problems.

People we spoke with were happy with the service they received. People told us:

'I can't find any fault with them, they are wonderful.'

'My main carer is superb, so kind and thoughtful.'

'My main carer is wonderful, she does everything I want her to do.'

'If they were a football team they'd be top of the league.'

New members of staff completed a full induction programme and all staff were required to update moving and handling training every year, and other training every three years.

One person told us that they were very happy with their regular carers but had not been satisfied with a couple of others who had visited them. They had contacted the office and the carers had not been sent to them again. Detailed records were kept of any complaints received and showed the action that had been taken.

As part of the inspection we visited Harvest Court and spoke with people who lived there and staff who provided a care service for them. One of the people who lived at Harvest Court told us 'I couldn't get better care. The staff do everything I want them to and everyone is equally as good'. Another person told us 'They encourage us to be as independent as possible.' People we spoke with said they had not had any complaints or concerns but they would feel able to report to the team leader if there were any problems.

The housing manager who had overall responsibility for the complex told us that she was very happy with the service provided by Saga and the carers who were based at Harvest Court. She told us that any issues she had raised had been resolved to her satisfaction and 'all the girls go above and beyond'.

A customer satisfaction survey carried out in 2012 showed 100% overall satisfaction and all of the people who responded considered that they were given 'a personalised service tailored to their specific personal, religious and cultural needs'. One person had commented 'I have been delighted with the service provided by your company.'

New staff completed the company's five day induction programme and thereafter were required to update moving and handling training every year; safeguarding, medication, health and safety, infection control, fire safety, emergency aid, and food safety were updated every three years.

When we visited the agency's office on 20 October 2011 we saw a number of thank you cards and messages that had been received recently. These included:

'I was happy with the care my husband received, each carer treated him with respect, but a special mention for 'T' she always listened to the stories he told her many times but she did not indicate she had heard it all before and I do believe the chats helped him get back to being more like his old self.'

A social worker reported that Mr and Mrs P asked her to pass on their compliments. They are very pleased with the agency and the carers are very good with 'J' and he has settled really well. He cooperates well with the staff which has been a major issue in the past with other agencies.

Telephone call from Mr H to say that the carer who went this morning was absolutely excellent. He was not feeling well all weekend and the district nurse failed to attend but this morning the carer arrived and helped him with his personal care which made him feel much better and he wanted us to know how pleased he is with her.

A wide-ranging satisfaction survey was carried out in June 2011. 49 surveys were returned and 42 people responded that they were satisfied or very satisfied. 95% considered they receive 'a personalised service that is tailored to their specific needs'. The survey results recorded all of the comments that people made. 31 people indicated that care workers always meet their needs as assessed in their care plan and 12 people chose 'mostly'.

One person was not satisfied with communication from the office staff. Another person wrote 'Some carers are better than others and most seem to be under-trained'. A third person commented 'They send people I have asked them not to send.' However the majority of comments were positive and included:

'Mum is very fond of 'C' who has become a lovely friend to her but still maintains a truly professional, polite and efficient manner'.

'We have been very pleased with the service provided especially the very caring nature of many of the girls. When Mum had a bad fall she was found by the morning carer and the agency staff were brilliant in helping out'.

'When the regular carer was off the substitute carers have not always been aware of the jobs required. Generally very pleased with your services.'

'I find the staff excellent. They are very friendly, efficient and helpful.'

'There were teething troubles to start with. The local manager has visited Dad's home and since then things have generally been better.'

18 surveys were completed by people living at the Harvest Court extra care housing scheme which is staffed by Saga Wirral. Of these, 89% were very satisfied and 11% satisfied. There was a very high level of satisfaction with the staff with100% score for clean and tidily dressed, courteous and polite, and competent. Comments included:

'I am very happy living here. The care workers are very pleasant and utterly trustworthy. They make a huge difference to our wellbeing and are very friendly and helpful.'

'Very happy with the care I receive from all members of staff. They create a friendly, happy and caring atmosphere.'

Archived: Allied Healthcare Wirral

All Inspections

17 October 2016

During a routine inspection

13 and 14 May 2014

During a routine inspection

3 September 2013

During a routine inspection

11 January 2013

During a routine inspection

11 November 2011

During a routine inspection