Archived: Allied Healthcare Norwich

People described how staff supported them with their care needs and told us they were treated with respect. One person said, "The staff are...very respectful..." People said they were able to express their choices and these were included in their care plan. People's needs were kept under regular review, with assessments being completed with people each month.

Staff were well trained about safeguarding people from abuse and processes were in place to report any concerns. Robust recruitment processes helped to further safeguard people. Staff were trained to provide the care that people needed to the appropriate standard.

Monitoring processes were in place to ensure people received the care they expected. A complaints procedure was available to people in the event they were dissatisfied with the service and people's views were obtained through quality assurance questionnaires, with action plans being developed where necessary.

The evidence for compliance with this standard that we received from the provider included staff meeting minutes, staff supervision records, a sample of people's medicine administration (MAR) charts and MAR chart audit reports. From this information we could see that since our December 2012 inspection they had reviewed their arrangements for checking the way that staff recorded that they had given people their medicines. We could also see that staff had been reminded of their responsibilities for ensuring that such records were completed accurately. Effective audit arrangements were in place to check the quality and accuracy of medicines records to ensure that people had received their medicines.

People we spoke to told us that they felt involved in the delivery of patient care and were supported. People informed us that they had been involved in ensuring a robust role profile for new staff had been devised which helped with valuing staff.