Archived: Amphion Home Care (NEL) Limited

The inspection gathered evidence against the outcomes we inspected to help answer our five key questions; Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led?

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read our full report.

Is the service safe? :-

People told us they felt safe and trusted the staff. Safeguarding procedures are robust and staff understood how to safeguard people they supported.

People told us they felt their rights and dignity was respected. Systems were in place to make sure that managers and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduces the risks to people and helps the service to continually improve.

Staff knew about risk management plans and we were able see examples of how these were followed. People were not put at unnecessary risk and were included in decisions about their support and remain in control about their care and lives.

Recruitment practice included checks to ensure new staff were safe to work with people who used the service. Policies and procedures are in place to make sure that unsafe practice were identified and people are protected.

Is the service effective? :-

People's told us they were involved the development of their plans of support and were consulted about their assessment of their health and care needs.

People told us their care plans were reviewed to reflect their needs. One relative told us that support had been recently increased following a change in their needs.

Is the service caring? :-

We spoke with five people and their relatives who were supported by the service. We asked them for their opinions about staff who supported them. Feedback from people about this was positive, for example; one person said, 'They are good lasses', whilst another told us their carer was, 'Spot on'. People said 'They are punctual and reliable' and 'Stay the allocated time and don't rush'. One person said 'I feel like have known them for years', whilst one relative told us their mothers the carer went 'Beyond call of duty.'

When speaking with staff it was clear that they genuinely cared for the people they supported. People who used the service and their relatives indicated they were regularly consulted about their views concerning the way the service was provided.

They told us that where shortfalls or concerns had been raised, these were taken on board and dealt with appropriately.

We saw evidence that people's preferences, interests, aspirations and individual needs were recorded and that care and support was provided in accordance with their wishes and feelings.

Is the service responsive? :-

People told us they knew how to make a complaint if they were unhappy about the service provided. One person said they had previously raised some concerns and were satisfied with the way the provider had dealt with these to improve the service. We looked at an investigation of a concern that was recently raised, which we found was completed in line with the provider's complaints policy. People can be assured that complaints are investigated and action taken as necessary.

Is the service well-led? :-

The service has a quality assurance system, and records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving.

One person told us their care staff were 'First Class' and 'Wonderful' and that they involved them in their support and 'Worked well together as a team.'

People told us that care staff encouraged them to maintain their independence and that overall support was provided from a generally consistent set of carers. People told us that support was provided from staff who were flexible and who were generally punctual and stayed for the agreed period of time.

People told us that their views were taken seriously and that they were confident the provider would take action to address any concerns if this was needed. Some people told us that communication with office staff could be further improved; however we saw evidence of office arrangements that had been recently introduced to address this issue and develop the service.