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Archived: Allied Healthcare - Hillingdon

Unit 5, Britannia Court, The Green, West Drayton, Middlesex, UB7 7PN (01895) 430754

Provided and run by:
Allied Healthcare Group Limited

All Inspections

11 February 2014

During a routine inspection

We spoke with twenty-five people using the service or their representatives, ten care workers and the agency's registered manager. People had mixed views on the care and support they received. Their comments included 'we've had no problems. We have the same two carers every week and they are both excellent' and 'as far as I'm concerned it's a good service and I've never had any problems.' However, three people told us office staff did not return calls. One person also commented 'my morning carer is very good but other times they send people who aren't trained to provide the special care I need. It hasn't been good.'

We looked at the care plans for ten people using the service. We saw people's plans detailed their care needs and the support their care workers should provide. People using the service or their representatives were involved in planning the care they received.

Most people told us their care workers were punctual, stayed the correct length of time and gave them the support they needed. However, four people said they had experienced problems with carers being changed or arriving late.

The provider had policies and procedures for safeguarding people using the service and whistleblowing. Care workers understood the procedures and were trained to identify possible abuse.

We looked at the personnel files for seven people employed by the agency and saw the provider had carried out appropriate checks before care workers started to work with people using the service.

There were procedures in place for monitoring the standards of service provided. However, the provider might wish to note that these were not always followed.

4 February 2013

During a routine inspection

We spoke with seven people using the service, five care staff (care workers), a care coordinator, the service delivery manager, the quality assurance supervisor and the acting manager, who had been in post since September 2012.

People were satisfied with the care and support they received and confirmed their care workers treated them kindly and respected their privacy. One person said of their care worker, 'She is brilliant, very understanding to my needs, she knows I can do a lot of things myself so she only helps me with my meals and bathing.' Another said, 'The care workers are very good, very respectful of me and my things, it is nice to have someone to sit and talk with you especially during winter.'

People said they felt safe and knew who to contact if they had any concerns. People were complimentary about their regular care workers and said they were appropriately trained and knew what to do to meet their needs. One person said 'She never lets me down'.all my needs are meet, I have no complaints.' Another said 'I am very satisfied, nothing seems too much trouble, they are all very nice girls.'

People said they had not been asked for their opinion about the service provided by the agency. Comments we received having asked their opinion included, 'very happy', 'very nice people' 'I would not get by without them', 'very good.' Telephone surveys had been recommenced and the majority of people who had been contacted were satisfied with the service they received.

During an inspection looking at part of the service

We inspected the service in October 2011. At this inspection we found that the service

needed to make some improvements. The manager has provided us with evidence that

the service is now compliant in all outcomes. On this occasion we did not visit the agency or speak to people who use the service. However when we visited in October 2011 most people said they had initially been assessed to find out what their needs were, and that their care needs had been reviewed periodically since then. People told us staff listened to them and cared for them well, respecting their privacy and dignity. Most people said they had not had a choice of which agency provided their care, however they were pleased with the care they were receiving. People told us the times of the calls they received had been discussed with them, and when a timeslot did not work, the time was changed to better suit the person.

Most people said the carers were good and provided care to meet their needs, arriving at the times that had been agreed. We were told that where two carers attended a person, there had been occasions where one person was late or had not attended. Some people knew about their care plans and told us that reviews had taken place, to see if their needs had changed. People said their care was being given in a way that respected their cultural needs.

Most people said they felt safe and knew who to contact if they had any concerns. Some people said they had raised a concern in the past and that this had been addressed to their satisfaction by the agency. Most people said the carers understood their needs and were very good at providing the for the essential standards of quality and safety care they needed. Several people praised the staff, especially the carers who attended to them regularly.

We asked people if they had been asked their opinions about the service that Allied

Healthcare provides, for example by completing a survey, and they said they had not.

People had been involved in the review of their care plans and had been asked their

opinions, which were respected.

7 September 2011

During a routine inspection

As part of our review process we contacted people who use the service and care staff who work for the service to ascertain their views. We involved an expert by experience in this process. An expert by experience has personal experience of using or caring for someone who uses a health, mental health and/or social care service.

Most people said they had initially been assessed to find out what their needs were, and that their care needs had been reviewed periodically since then. People told us staff listened to them and cared for them well, respecting their privacy and dignity. Most people said they had not had a choice of which agency provided their care, however they were pleased with the care they were receiving. People told us the times of the calls they received had been discussed with them, and when a timeslot did not work, the time was changed to better suit the person.

Most people said the carers were good and provided care to meet their needs, arriving at the times that had been agreed. We were told that where two carers attended a person, there had been occasions where one person was late or had not attended. Some people knew about their care plans and told us that reviews had taken place, to see if their needs had changed. People said their care was being given in a way that respected their cultural needs.

Most people said they felt safe and knew who to contact if they had any concerns. Some people said they had raised a concern in the past and that this had been addressed to their satisfaction by the agency.

Most people said the carers understood their needs and were very good at providing the care they needed. Several people praised the staff, especially the carers who attended to them regularly.

We asked people if they had been asked their opinions about the service that Allied Healthcare provides, for example by completing a survey, and they said they had not. People had been involved in the review of their care plans and had been asked their opinions, which were respected.