About the service Merseyside Office - Apollo Home Healthcare Limited Merseyside is a domiciliary care agency specialising in providing personal and nursing care for people of all ages with complex healthcare needs living in their own homes. There were seven people using the service at the time of the inspection.
People’s experience of using this service and what we found
There were processes in place to protect people from the risk of abuse and harm. Risks people faced were identified and control measures were in place to keep people safe. The recruitment of staff was safe, and people were supported by the right amount of suitably skilled and experienced staff. Medicines were used safely. There were systems in place for reporting accidents and incidents and learning from them.
An assessment of people’s needs, and choices was completed and a care plan on how to meet their needs was developed. The plans provided clear instructions for staff on how to provide effective care and support to people and they were kept under review and up to date. People’s needs were met by staff who received good support and the training they needed for their role. People’s dietary and healthcare needs were understood and met.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People were treated with kindness and compassion and their privacy, dignity and independence was promoted and respected. Staff had formed trusting and positive relationships with people and their family members. People and family members were involved in decisions about the care and support provided and they felt able to openly express their views and opinions.
Care was planned and delivered in a personalised way. Family members commented positively on how personalised their relatives' care was. Staff had a good understanding of how people communicated, and what they were communicating. The provider’s complaints procedure was shared with people and family members. Family members were confident about complaining if they needed to.
The leadership of the service promoted a positive culture that was person-centred. We received positive feedback about the management of the service. The registered manager and other senior staff were described as inclusive, approachable and supportive. There was good team work and good partnership working with external professionals. Checks were effectively used to monitor and improve the quality and safety of the service.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This was the first inspection of the service since it was registered with us on 13 December 2018.
Why we inspected
This was a planned inspection as the service had yet to be rated since it registered with the CQC.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.