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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

People should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run (outcome 1)

Meeting this standard

We checked that people who use this service

  • Understand the care, treatment and support choices available to them.
  • Can express their views, so far as they are able to do so, and are involved in making decisions about their care, treatment and support.
  • Have their privacy, dignity and independence respected.
  • Have their views and experiences taken into account in the way the service is provided and delivered.

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 13 August 2013, talked with people who use the service and talked with carers and / or family members. We talked with staff.

Our judgement

People's views and experiences were taken into account in the way the service was provided and delivered in relation to their care.

Reasons for our judgement

People told us they were pleased with the service they received. People said that carers called at the times that had been agreed with them. One person said, “They ‘phone to say if they are going to be late.” People described the choices and options that were offered to them when planning their care package and which carers should provide it. One person spoke about being able to request a change of carer if they didn’t get on with them.

Each of the people we spoke with described the staff as respectful. One person said, “They are definitely respectful.” Someone else told us, “The staff are very friendly, very good and very respectful.” We were told how one person’s dignity was protected because they preferred to be supported by older carers and this had been arranged.

People who were able, or their representative, expressed their views and were involved in making decisions about the care and treatment received. Each of the people we spoke with confirmed they had a care plan and that they saw staff writing in them at every visit. Some people knew what their care plan contained and had made decisions about its contents. The people we spoke with who were representing the person were also able to confirm that they knew about the care plan and what it contained. People said that the care they received met their needs and was in line with what had been agreed. We were told, “The staff cope very well. All the carers, to me, they are perfect. They know what they are doing.”

We spoke with staff who were visiting the agency office, either to drop off records or to attend a training event. They described how they offered people as much choice as possible when supporting them. They spoke about getting to know the people they visited so that they could build up trust. They also told us that they looked at the care plan on every visit to check for any changes and they also kept the care plan up to date and telephoned the office if they became aware of significant changes to the person’s needs. Staff also described how they tried to encourage people to be as independent as possible when supporting them with their care needs so that the risk of dependency was reduced.