Archived: Allied Healthcare Chester

Care files showed that people's needs were assessed before they received a service, consent forms were signed, risk assessments were completed, and the plans for the care and support were agreed with the person. People who spoke with the expert by experience were very pleased with the quality of service received.

Robust recruitment procedures were followed before new staff were employed. New staff were required to attend a five day induction training programme.

The service had various ways of checking and monitoring the quality of the service they provided. A full company audit of the branch had been carried out in August 2013 and the branch achieved an overall score of 96%. It was considered 'outstanding in all respects'. Everyone who spoke to the expert by experience confirmed that they had been contacted by the agency to review their care and support.

All of the records we looked at were legible, well-written, well presented, accessible, appropriately stored and kept up to date.

Care plans recorded people's likes and dislikes and their own views of the service they wished to receive. Senior staff visited people regularly, or contacted them by phone, to check that the service was meeting their needs and expectations.

The provider had detailed policies and procedures about safeguarding vulnerable people from abuse. New staff were required to attend a five day induction programme. Following this, staff received an annual update of first aid, medication, and moving and handling training, and three yearly updates of food hygiene, infection control, fire safety, and safeguarding training. All staff had an annual appraisal and a three monthly supervision.

There was an effective complaints system available. Comments and complaints people made were responded to appropriately.