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Archived: Allied Healthcare Brent

This service is now registered at a different address - see new profile

All reports

Inspection report

Date of Inspection: 30 December 2013
Date of Publication: 25 January 2014
Inspection Report published 25 January 2014 PDF

The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care (outcome 16)

Meeting this standard

We checked that people who use this service

  • Benefit from safe quality care, treatment and support, due to effective decision making and the management of risks to their health, welfare and safety.

How this check was done

We looked at the personal care or treatment records of people who use the service, carried out a visit on 30 December 2013, observed how people were being cared for and checked how people were cared for at each stage of their treatment and care. We talked with people who use the service, talked with carers and / or family members, talked with staff and reviewed information given to us by the provider.

Our judgement

The provider had an effective system to regularly assess and monitor the quality of service that people receive.

Reasons for our judgement

People who used the service and their relatives informed us that they were satisfied with the quality of care staff and services provided. Comments included “We are very happy,” and “I am asked if I am happy with the service.” The registered manager told us that she had an ‘open door’ policy and encouraged feedback about the service from staff and from others.

Records showed that a field care supervisor had visited people who used the service and carried out a ‘Customer Quality Review’. During the ‘quality review’ they had reviewed the person’s care needs and had asked questions to gain feedback about people’s views of the service.

We saw the results of a satisfaction survey that covered the period from 8/6/12 to 17/10/13. The results included feedback from the organisation’s other location based at the same address of Allied Healthcare Brent. The registered manager told us that the 2014 feedback survey will be collated separately for each location. An ‘8 week’ survey had also been carried out that had obtained feedback from people who had received a service from the agency for 8 weeks. These surveys indicated that people were generally satisfied with the services provided. However, there were areas where improvements were needed. The registered manager told us about the improvements that she had put in place in response to the feedback from the survey. One improvement included supplying people on a weekly basis with details of the care worker or care workers who would be providing them with the care that they required. The registered manager informed us that she would complete an action plan in response to the feedback from the survey to ensure that further improvements to the service were carried out.

The registered manager told us that there were systems in place that ensured that the organisation monitors the service provided to people. We saw that an alert was raised electronically if a care worker had not ‘logged in’ when they visited a person who used the service. A member of the monitoring team would then call the person and the care worker and take action to ensure the person received their service.

There were systems in place to ensure that a central on call system managed alerts and responded to calls out of standard office hours. The registered manager told us that all the alerts and calls were reviewed every day by the agency’s service delivery manager or by herself.

Internal annual audits of the service were carried out by senior staff within the organisation. The registered manager told us that these audits included checks of people’s records, health and safety, and staff records.

We were informed by staff and records showed that field care supervisors had carried out visits including ‘spot checks’ to monitor the quality of the service provided to people. A field care supervisor told us that these ‘spot checks’ also monitored the competency of care staff to ensure that they carried out to a high standard what was agreed in the care plan of people who used the service. Care workers and people who used the service confirmed that spot checks had been carried out.

Care workers told us they visited the office and were in regular telephone contact with senior office staff who were responsive to their feedback.