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Archived: Allied Healthcare Brent

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Reports


Inspection carried out on 30 December 2013

During a routine inspection

We used telephone interviews with people who used the service and their relatives, to gain their views about the service provided by Allied Healthcare Brent. We spoke with sixteen people who used the service, six care workers, a field care supervisor, a care co-ordinator and the registered manager.

People’s needs were assessed and care was planned and delivered in line with their individual care plan. Appropriate arrangements were in place to ensure consent was requested from people. People told us they were happy with the care and support that they received, and confirmed that staff were skilled, approachable, trustworthy and reliable.

People confirmed that staff respected their privacy and understood their needs. People’s views of the service included “I tell staff what help I need and they provide it,” “The care workers are very good,” “I am happy, I have no complaints.”

People knew how to contact the agency and had received information about the service it provided.

There were effective recruitment and selection processes in place. Staff recruitment records contained the required documentation.

There were arrangements for quality assurance. Monitoring visits and spot checks had been carried out. People who used the service and/or their carers were asked for feedback about the service that they received. The service had a complaints procedure.

Inspection carried out on 5 June 2013

During an inspection to make sure that the improvements required had been made

We carried out this unannounced inspection to check if the provider had complied with a compliance action from a previous inspection of the service. We spoke with the General Manager, the Operational Support Manager and three staff. We examined the complaints record and quality monitoring records to make a judgement as to whether the provider was meeting Outcome16 : Assessing and monitoring the quality of service provision and was compliant with Regulation 10 HSCA 2008 (Regulated Activities) Regulations 2010.

At this inspection we found that the provider had taken action to ensure that they had an effective system to regularly assess and monitor the quality of service that people who used the service received.

Inspection carried out on 29 January 2013

During a routine inspection

We spoke with seven people who use the service by phone. They informed us that they had been treated with respect and dignity. Their views can be summarised by the following comment, “I have good carers. They are reliable and they do a good job. I have no complaints.”

Care staff we spoke with were aware of the importance of treating people with respect and dignity. They said they had been informed of that during their training. The care of people had been assessed and care plans were signed by people or their representatives. People said they had been consulted regarding the care provided.

People we spoke with indicated that care staff were reliable and competent. There were arrangements for staff support and staff stated that their managers were helpful and approachable. Appropriate training had been provided.

Arrangements for quality assurance were in place. Monitoring visits to people’s homes and spot checks on staff had been carried out by the agency. We however, noted that there was no action plan or evidence of follow-up to address concerns identified by people in the last customer survey carried out in 2011 and some reviews of care had not been carried out.