Archived: Allied Healthcare Norwich

The inspection took place on 26 and 27 May and we contacted the service before we visited to announce the inspection. This was because the service provides a domiciliary care service to people in their own homes and we wanted to ensure that the manager was available to speak with us.

Allied of Norwich provided domiciliary care to around 63 people who lived in their own homes. Some of whom were living in supported accommodation. These people had their own tenancy but there was staff from Allied on site to support them, for parts or all of the day and night. Allied supported people who were living with long term conditions some of whom required nursing care provided by registered nurses.

There was a registered manager in place. A registered manager is a person who has registered with the CQC 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 were supported by staff who were knowledgeable in their roles and demonstrated the skills required. They had been safely recruited, were well trained, and had a thorough induction to the service. Staff had been selected for their person centred approach and their willingness to care for people. Staff told us they felt supported in their roles. Staff were motivated and committed to provide a good service to people.

Staff demonstrated they understood how to prevent and protect people from the risk of abuse. The service had procedures in place to report any safeguarding concerns to the local authority. People and staff were protected from potential risk of harm as the service had identified and assessed any risks to them and reviewed these on a regular basis. People had assessments which were individual to the person and their environment.

Medicines were administered in a consistently safe manner. Medicines administration records were accurate. Staff understood safe procedures for administering medicines.

Staff received training and opportunities to further improve their skills and knowledge. Staff were undertaking qualifications and were given regular opportunities to discuss their performance with the management team. The competencies of staff were regularly assessed and recorded to ensure an appropriate standard of care was delivered.

People benefited from staff who felt valued by the service. Staff told us they were motivated to make a positive contribution to people’s lives. They had confidence in the management team and the service they were providing.

People told us they were treated in a respectful, compassionate and caring manner. Staff demonstrated that they understood the importance of promoting people’s dignity, privacy and independence. They gave many examples of a caring and empathetic approach to the people they supported.

Staff had received training in the MCA (Mental Capacity Act) and demonstrated they understood the importance of gaining people’s consent before assisting them.

Care and support was delivered in a person centred way. The service had completed detailed assessments of people’s needs. People received individualised care as their care plans had been developed in collaboration with them. The service regularly reviewed people’s needs and made changes as required.

Staff assisted people, where necessary, to access healthcare services. Staff had a good understanding of people’s healthcare needs and demonstrated they had the knowledge to manage emergency situations, should they arise.

Staff supported people to maintain their interests and avoid social isolation.

The management team demonstrated an inclusive approach to the management of the service and people had confidence in them. They were supportive, accessible and they encouraged people to comment on the service they provided.

People felt comfortable making a complaint. There was a complaints process in place for people to follow if they wanted to make a complaint. Staff also felt comfortable in raising any concerns they had.

The service was well led. The manager was involved in monitoring the quality of the service. Staff and people who used the service found the manager approachable.

People described how staff supported them with their care needs and told us they were treated with respect. One person said, "...they are very, very respectful..." People said they were able to express their choices and these were incorporated into 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.