16 February 2016
During a routine inspection
Allied Healthcare Plymouth provides a personal care service to adults and children living in their own home. On the day of the inspection 68 people were supported by the agency with their personal care needs.
The agency had a registered manager in post. 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.
People’s care records contained information that described what staff needed to do to provide personalised care and support. Staff responded quickly to people’s change in needs. Where appropriate, friends, relatives and health and social care professionals were involved in identifying people’s needs. People’s preferences, life histories, disabilities and abilities were taken into account, communicated to staff and clearly recorded.
People’s risks were assessed, monitored and well managed. The agency had policies and procedures in place which were understood by staff to help protect people and keep them safe.
People who required it were supported and encouraged to maintain a varied and healthy balanced diet.
People had their medicines managed safely and people told us they received the prompts required to help ensure they received their medicines as prescribed.
People, relatives and staff were encouraged to be involved and help drive continuous improvements. This helped ensure positive progress was made in the delivery of care and support provided by the service.
The service sought feedback from people and encouraged people to share their concerns and complaints. The registered manager investigated any complaints or concerns and used the outcome as an opportunity for learning to take place.
People were kept safe and protected from discrimination. All staff had undertaken training on safeguarding from abuse and equality and diversity. Staff demonstrated how to report any concerns and described what action they would take to protect people from harm.
Staff received training in the Mental Capacity Act. These staff displayed an understanding of the requirements of the Act, which had been followed in practice.
People were supported by a small staff team which helped to provide continuity of people’s care and assisted in the development of positive relationships. There were sufficient staff to meet people’s needs. However, some people told us they did not always get a call, which meant they were left wondering when staff may arrive. The registered manager told us this was an ongoing problem which was continually discussed with staff, but they would strive to make improvements.
Staff were trained to carry out their roles effectively. The agency followed safe recruitment practices to help ensure staff were suitable to work with vulnerable adults and children. Staff described the management as very approachable and supportive. Staff talked positively about their jobs and felt motivated to provide quality care.
There were effective quality assurance systems in place to help drive improvements and ensure positive progress was made in the delivery of care and support provided by the service.