The Care Quality Commission
  • Services in your home
  • Homecare service

Archived: Allied Healthcare Solihull

1433 Bristol Road South, Northfield, Birmingham, West Midlands, B31 2SU (0121) 483 1980

Provided and run by:
Nestor Primecare Services Limited

All Inspections

25 February 2014

During a routine inspection

When we visited, the service was providing personal care to about 40 people in their own homes. We used a number of methods to understand the experiences of the people who used the service. We spoke to four people and the relatives of two people who used the service. We also spoke to two operations managers and four care workers. We also looked at the care records of four people and three staff records.

People did not experience care, treatment and support that met their needs. The provider was not always able to meet the care needs of people, because the agency had missed some calls and arrived late or early for other calls which had a negative impact on peoples' health and care outcomes. People told us that they thought the care workers were knowledgeable and caring. One person told us, 'My [relative's name] has three regular care workers. They are diamond'.

People were protected from the risk of infection because appropriate guidance had been followed. Care workers were provided with suitable knowledge and resources to control and prevent the spread of specific infections.

Monitoring of the service was not effective and systems that were in place failed to respond to issues raised or make positive changes for people. The provider had failed to identify that the complaints process was not working as planned and that some complaints remained unresolved. The provider had recently arranged for additional resources to address these concerns.