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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 get safe and appropriate care that meets their needs and supports their rights (outcome 4)

Meeting this standard

We checked that people who use this service

  • Experience effective, safe and appropriate care, treatment and support that meets their needs and protects their rights.

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 experienced care, treatment and support that met their needs and protected their rights.

Reasons for our judgement

People told us they had been involved in the writing of care plans. Other people said that they knew what was in the care plan but preferred to leave staff to write it on their behalf. People also told us that they received a visit each month from a Field Care Supervisor or a Service Delivery Manager, who went through their care plan with them and made sure they were satisfied with the service.

We spoke with people about the reliability of staff and how how often staff were late or missed a call. Most of the people told us they were satisfied and that staff were mostly punctual. We were told that they usually received a telephone call if the carer was running late to let them know. One person was very satisfied with the service and spoke about how staff were always punctual. The staff we spoke with told us that they always rang the office if they were running late so that their next person could be advised. We were aware that there had been some confusion over the visit rota and the agency was working to improve this situation.

We looked at care plans in the office and were told that a duplicate copy was kept in the person’s home. These showed us that care needs for people were reviewed every three months or more frequently if the person’s needs changed. People’s needs were assessed and care and treatment was planned and delivered in line with their individual care plan. The care plans gave good information to staff about people’s individual needs and how they could be met. Care and treatment was planned and delivered in a way that ensured people’s safety and welfare. We saw risk assessments in place that included the environment in which staff had to work. Risk reduction care plans were in place to minimise the risks to people and staff. Where specialist equipment was in use, risk assessments were completed and staff trained in its proper and safe use.

We received many comments about satisfaction with the delivery of care. For example, “I have the same group of staff and they are brilliant.” Another person told us, “The staff are very well trained and they understand [person] needs.” We were also told, “The staff treat me with respect, they are nice and helpful. They know what’s in the care plan. They offer me plenty of choice and positive support.”