Archived: Allied Healthcare Hackney

Is the service safe?

The provider followed safeguarding procedures to protect people and minimise incidents of abuse from occurring. People knew who to contact if they had any concerns. People's needs were assessed prior to them receiving care. People knew who to contact if they had any concerns. Staff assessed risks to individuals to ensure the safety and welfare of people. Whilst actions to minimise risks to people were assessed, the actions were not always included in people's care plans.

CQC is required by law to monitor the operation of the Mental Capacity Act 2005 and report on what we find. The service was compliant in seeking consent from people who used the service. The agency worked with other professionals and followed procedures in relation to the Act when people who lacked mental capacity were unable to manage their affairs.

Is the service effective?

People's care needs were delivered in line with their individual care plans. Overall, people told us they were satisfied with the service. . However, a number of people said there were some timekeeping issues and that care could be affected when provided by replacement care workers. The provider had identified recent pressures that had some impact on the delivery of the service. They took action to reorganise the staff structure to improve the quality of service. Care workers were knowledgeable about how to meet people's needs.

Is the service caring?

The majority of people who used the service said staff treated them with dignity and respect. People told us staff were caring and helpful and met their needs. Some people and their relatives told us the attitude towards care depended on individual care workers. People and their relatives were involved in developing their plans of care. People's diversity, values and human rights were respected. The provider consulted people and their relatives for their views and wishes. People's preferences were taken into account when planning their care.

Is the service responsive?

Individual care needs were reviewed and care plans updated to ensure the service was delivered to meet people's current needs. Staff were in contact with other professionals following any changes to people's service to ensure their ongoing needs were met.

Is the service well led?

The provider had a system in place to check the quality of service and analyse the views of people. There were sufficient numbers of staff to meet the needs of people. The provider took action with staff to address any performance issues to maintain the quality of service to people.

People's needs were assessed before they received their service. Their service was delivered according to people's individual care plans and wishes. Medicines were handled safely by trained and competent staff. People were cared for by staff who were trained and supported to deliver care and treatment safely and to an appropriate standard. There was an effective complaints system available. Comments and complaints people made were responded to appropriately. Records relevant to the management of the service were accurate and fit for purpose.