• Services in your home
  • Homecare service

Archived: Allied Healthcare Wakefield Also known as Saga Homecare Wakefield

1st Floor, 21b Appleton Court, Calder Park, Wakefield, WF2 7AR

Provided and run by:
Nestor Primecare Services Limited

All Inspections

11 December 2013

During an inspection in response to concerns

We brought forward a scheduled inspection to review concerns received by the Care Quality Commission (CQC). The concerns suggested general poor standards of care; late/missed visit appointment calls.

During our inspection we spoke with 12 people who used the service, or their relatives; the manager of the service; the area care delivery director; and seven members of staff.

The service managers acknowledged there had been service delivery issues over the past few months, but said they had made significant progress to manage the concerns and risks. During our inspection we saw the provider was working closely with the Local Authority to address the service performance issues. Local Authority representatives confirmed this.

People who used the service spoke positively about the care they received from their regular care staff. For example, one person said, 'The regular carers are quite good; the others are not as reliable'. Most people told us they had experienced missed or late calls in recent months. Some people said they did not know how to contact the office to report late calls and to find out what was happening.

Staff told us changes to rotas and allocated schedules had led to a number of staff resigning at short notice. This resulted in further increased work load for the remaining staff. Most staff confirmed the number of requests to pick up extra visits had reduced in recent weeks as new staff were recruited.

18 June 2012

During a routine inspection

We spoke with six people who use the service to gain their views about the care they received. Five people told us the care provided by the service was 'very good' with comments such as 'I am happy with the service I have' and 'The service is very good.'

One person felt the service was 'adequate' and explained 'The care workers are here and gone in ten minutes. They work very hard but I wish they had more time to spend with people.' They went on to say 'The care workers are stretched to capacity, but nothing is too much trouble for them.'

All people spoken with were complimentary about the care workers and the care and support they received from them. One person told us 'I was very apprehensive about having care workers, but they soon put me at ease.' Other comments from people included: 'The care workers always speak respectfully,' and 'They look after me very well.'

One person described how they had recently had their care plan updated and told us 'It was very thorough and I was asked about what help and support I needed.'

All people spoken with said they had no complaints about the service, and all said they knew who to speak to if they had any concerns or complaints and believed action would be taken. One person told us 'At first the care workers used to come too early in the mornings so I asked if the time could be changed and it is now OK.' Another person said 'I have no complaints at all but I know who I should speak to if I had any.'