Allcare Agency Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The registered manager operated an open-door policy where people, relatives and staff were encouraged to discuss any issues they might have. Staff had access to a range of policies and procedures which gave them guidance and instructions in ensuring people receive care and support in a safe manner. The provider had system in place to assess, monitor and improve the quality and safety of the services provided. There were regular audits and checks carried out to ensure the service ran well.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team and staff demonstrated a positive, compassionate, listening culture that promoted trust and understanding between them, and people using the service and was focused on learning and improvement.

The provider shared with us some of their processes of how they ensured staff were on board with the organisations intended direction.

People told us the staff were very kind and caring and treated them in a respectful manner. Staff had a good understanding of the care needs of people they supported. People were able to make day to day decisions about their lives. For example, they were able to choose what time they wanted to get up or go to bed.

Staff received support as part of an ongoing supervision processes which included all levels of key staff delivering care and support to people.

Staff were clear about their responsibilities to report concerns and were able to describe the action they would take if they witnessed or suspected any abusive or neglectful practice. The registered manager was aware of their responsibilities on how to protect people from abuse. Staff had received safeguarding training and were aware on how to escalate any concerns that they might have to external agencies.

Staff told us that the registered manager was very supportive. They said they were able to discuss and share ideas or any concern they might have with them.

The provider promoted the equality and diversity of people. They ensured staff had equal opportunities, regardless of their abilities, their background, or their lifestyle. For example, staff had equal access to various training courses taking into account their individual circumstances. The management team was committed to challenge any form of discrimination they encountered.

People received care and support in accordance with their preferences, interests and diverse needs.

The registered manager was aware of their responsibility to inform CQC of events and incidents that happen within the service or when people received care and support from staff. Staff were kept informed about matters that affected the service through daily contact via a digital messenger application. Staff told us the registered manager was very supportive and listened to their views or concerns.

The registered manager operated an open and inclusive culture where people, relatives, staff, and other professionals were encouraged to help improve the service provided to people. People confirmed they had visits from the management team to check if they were happy with the care and support, they were receiving.

People were encouraged and supported to manage their own health, care and wellbeing needs by staff who understood their needs and preferences. However, where people were not able to do so, the management team made appropriate and timely referrals to other relevant professionals as needed.

The management team recognised the importance of developing close ongoing professional relationship with individual professionals.

The registered manager worked closely with other professionals to ensure they improved the care and support they offered to people. This helped to ensure people’s changing needs were fully met.

The registered manager continually sought feedback from people, relatives, staff and other professionals. This helped to improve the quality of service provided as needed. Staff told us the service was a good place to work for.

The registered provider had system in place to assess, monitor and improved the quality and safety of the services provided. There were audits carried out of care records, people’s support plans, staff training, and medicines records. If shortfalls were identified, appropriate action were taken. The registered manager acknowledged and addressed any areas of improvement if needed. The management team carried out regular checks on staff to ensure they were providing care and support to people in a safe way.