All inspections: Allied Healthcare Stonebridge

We used telephone interviews with people who used the service and their relatives, to gain their views about the service provided by Allied Healthcare Stonebridge. We spoke with twelve people who used the service and their relatives, five care workers, two field care supervisors, a care co-ordinator, the service delivery manager and the registered manager.

People's needs were assessed and care was planned and delivered in line with their individual care plan. People told us they were asked for their consent and happy with the care and support that they received. They confirmed that staff were skilled, approachable, trustworthy and reliable.

People confirmed that staff respected their privacy and understood their needs. People's views of the service included 'I couldn't wish for better, I have a wonderful carer, we get on so well' 'I tell them what I want and they help me,' 'They listen,' 'I have no complaints,' and 'They are all very good.'

People had received information about the services it provided and knew how to contact the agency.

There were effective recruitment and selection processes in place. Staff recruitment records contained the required documentation.

Arrangements were in place to monitor the quality of the service. People who used the service and/or their carers were asked for feedback about the service that they received. The service had a complaints procedure.

We carried out this unannounced inspection to check if the provider had complied with a compliance action from a previous inspection of the service. We spoke with the General Manager, the Operational Support Manager and three staff. We examined the complaints record and quality monitoring records to make a judgement as to whether the provider was meeting Outcome16 : Assessing and monitoring the quality of service provision and was compliant with Regulation 10 HSCA 2008 (Regulated Activities) Regulations 2010.

At this inspection we found that the provider had taken action to ensure that they had an effective system to regularly assess and monitor the quality of service that people who used the service received.

We spoke with seven people who use the service and a relative by phone. They informed us that people had been treated with respect and dignity. Their views can be summarised by the following comment, 'I am very satisfied. My carers are very good, very helpful and do what is agreed.'

Care staff we spoke with were aware of the importance of treating people with respect and dignity. They said they had been informed of this during their training. The care of people had been assessed and care plans prepared. These were signed by people or their representatives.

People we spoke with were positive about staff and indicated that care staff were reliable and competent. Essential training had been provided for care staff. There were arrangements for staff support and supervision.

Monitoring visits to people's homes and spot checks on staff had been carried out. There was an action plan which addressed concerns identified by people in the last customer survey carried out in 2011. However, we noted that the action plan provided did not address all concerns identified. In addition, a significant number of reviews of care had not been carried out by the agency.

People told us agency staff had visited them to discuss the care needed to support them at home. They confirmed they had received information about the agency and how to contact the office.

People told us they had an agreed plan of care which was regularly reviewed. They told us 'the carers are good and kind' and treated them with respect.

People and relatives told us they would raise any concerns directly with the agency.

People using the service told us 'the carers treat me well, we're like family' and 'I look forward to seeing them, I've no problems they're good'.

Archived: Allied Healthcare Stonebridge

All Inspections

6 January 2014

During a routine inspection

5 June 2013

During an inspection looking at part of the service

31 January 2013

During a routine inspection

19 December 2011

During a routine inspection