Archived: Advantage Healthcare - Croydon

We looked at the care records for people using the service. People received a service user guide which gave detailed information about the service and what people could expect in terms of their care and support. We saw how assessments had been used to develop a plan of care and support. People told us they had been involved in their initial assessments of care and felt their on-going care and support had been explained to them and met their individual needs. Most people we spoke with were happy with their or their relative's assessment although one person we spoke with told us they were still trying to agree a plan of care with the agency.

People said their care workers were reliable, kind and courteous, always respectful and were on time. One person told us "the carers always chat and explain what they are going to do'. Another person told us "the carers are very helpful and flexible' and 'they maintain my dignity and are respectful'.

We saw how the service monitored and recorded people's medication. We saw how staff had been trained to assist people when taking their medication and recorded this appropriately.

We saw the recruitment procedure and the checks undertaken before carers started working for the service. Staff we spoke with told us they felt properly supported to provide care and treatment to people who use the service.

People said that their care workers were reliable, kind and courteous, always respectful and were on time. One person told us their care workers were 'always friendly and chatty' and another person told us 'the care workers know what needs to be done and they stay with us until the last minute'

People we spoke with said they all knew how to make a complaint and two people we spoke to told us they had never needed to. Two people told us they had complained to the manager once and that the situation was quickly rectified, they told us they were happy with the way issues were dealt with.