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Archived: Allied Healthcare Norwich

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Inspection report

Date of Inspection: 13 August 2013
Date of Publication: 21 September 2013
Inspection Report published 21 September 2013 PDF | 76.23 KB

Overview

Inspection carried out on 13 August 2013

During a routine inspection

People told us they were satisfied with the service they received from this domiciliary care agency. One person said, “The staff are brilliant.” Another person told us, “I have the same group of staff, they are top class.” We were told that people usually received a telephone call if staff were going to be late, but the majority of those we spoke with said that staff were on time and stayed for the agreed period.

People described how staff supported them with their care needs and told us they were treated with respect. One person said, "The staff are...very respectful..." People said they were able to express their choices and these were included in their care plan. People’s needs were kept under regular review, with assessments being completed with people each month.

Staff were well trained about safeguarding people from abuse and processes were in place to report any concerns. Robust recruitment processes helped to further safeguard people. Staff were trained to provide the care that people needed to the appropriate standard.

Monitoring processes were in place to ensure people received the care they expected. A complaints procedure was available to people in the event they were dissatisfied with the service and people's views were obtained through quality assurance questionnaires, with action plans being developed where necessary.