All inspections: Allied Healthcare Gainsborough

Prior to our visit we reviewed all the information we had received from the provider. During the visit we spoke with 14 people who used the service and two relatives and asked them for their views. We also spoke with six care workers, two field supervisors, two care coordinators and the registered manager. We looked at some of the records held in the service including the care files for five people.

We found people gave consent to their care and support. A person told us, 'We discussed what I wanted, I couldn't do without them.' Another person said, 'I am happy with what they do, we discuss my care.'

We found people's care and support was not always planned to ensure this met their needs. We found some people did not have a care plan and others were not kept up to date. A person who used the service told us, 'I have not had my care plan updated. My needs have changed and they have not updated it.'

We found that suitable arrangements were in place to manage people's medication and ensure they received any medication they needed. A person told us, 'They come and make sure I take my tablets. That is the main thing they do for me because of my memory.'

We found there was usually sufficient staff to meet people's needs and more care workers were being recruited. A person who used the service told us, 'They definitely employ the right kind of people.' We found the provider assessed and monitored the quality of the service. A person who used the service told us, 'They make sure I am in agreement, if anything isn't right the carer tells the office and it gets acted upon.'

We found people who used the service were involved in decision making about the care and support they received. People said staff listened to their views and respected their opinions about how they wanted to receive their care.

One person said, 'I would be lost without the service' and 'They (staff) came out when I had an emergency and needed help at short notice, which was good.'

People we spoke with also said staff were caring, supportive and helpful. They told us how they listened to them and said they were competent in their work. One person told us, 'Their job is to see I am alright and they do that well.'

Systems were in place to ensure people were supported by staff who had access to regular training. One person told us, 'I rate the staff highly. They come with the right knowledge to help me when I need a shower.'

People and staff told us that they felt confident taking any suggestions or concerns to the manager or any of the staff team. One person said, 'I know I can always talk to my carer but the manager is the one I would contact if I had any worries or complaints. I have the contact details and would not hesitate to call it.' Another person said, 'When I contact the office they are always polite and will listen to any niggles we have.'

The people we spoke with said they were happy with the care and support they received and felt it was delivered in a safe way. They told us that staff offered them choice and respected their opinions while encouraging them to be as independent as possible.

People said that before any service had started a senior member of staff had visited them to ask them to ask about how they wanted things doing and the way they wanted their care to be delivered.

One person said, 'They made sure they understood what I wanted before I started to get my care.'

The people we spoke with also said staff were caring, supportive and helpful. They told us how they listened to them and said they were competent in their work. One person told us, 'They (staff) are good and they always turn up on time.'

They added that staff were always well presented and wore uniforms with badges and also protective clothing such as gloves and aprons when necessary.

One person said they found the staff in the office professional and helpful. The person told us, 'I get the same person nearly all of the time but if they have to change carers they contact me by telephone to tell me.'

People and staff told us that they felt confident taking any suggestions or concerns to the manager or any of the staff team. One person said, 'I always ring the office if I have a problem. They have a good team of carers who show care and respect for my relative.'

People we spoke with raised no concerns about the support they received and confirmed they were asked if they were satisfied with the service provided. When we asked people if there was anything they would like to see improved further they could not think of anything at that time that they wanted to change.

Archived: Allied Healthcare Gainsborough

All Inspections

24 January 2014

During a routine inspection

12, 13 February 2013

During a routine inspection

21 February 2012

During a routine inspection