Archived: Advantage Healthcare - Norwich

We found, through detailed care plans that were reviewed regularly and the care delivered in line with those care plans, that care and treatment was planned and delivered in a way that was intended to ensure people's safety and welfare.

Staff recruited by this agency went through robust checks that would ensure that personnel were suitable to do the job and capable of offering care and support to vulnerable people.

All staff employed by this agency were offered, induction, mandatory training, bespoke training, supervision and appraisals. This would ensure they were supported and monitored to do the job required safely and competently.

The agency had an internal audit system that measured the processes used by them for their efficiency and value. They also asked people using the service and the staff working with this agency for their opinions on the quality of the service.

We were told by one person who used the service that "I cannot fault the support I get", "The staff are great" and "I could not ask for kinder, more caring staff. I cannot fault them". All four people we spoke with told us the care staff were supportive, kind and courteous.

We found care plan records were in place, centred around the person the care and support was for and that they had been reviewed regularly. Risks had been assessed and reduced or removed where possible.

The agency works with other professionals to ensure the support required for the individual is safe and correct. Staff are supported with training to meet the complex needs of people living at home.

We were told all the people who used this service received a copy of the complaints procedure. Those we spoke with told us they could contact the office at any time if they had any concerns. The agency showed us how they acted on a complaint received with clear records seen of how the complaint was investigated and the outcome achieved.