Archived: Allied Healthcare - Salisbury

We saw in each file a personalised individual plan which listed the person's goals, how they were to be met and the times of care. These showed people's wishes relating to areas such as personal care, managing medication and support they required for undertaking daily activities.

All new staff completed a five day induction course run by an internal trainer from the provider. We were shown the schedule for this training which included management of medicines, person centred support, dementia awareness, infection control, first aid, safeguarding vulnerable adults, moving and handling.

The manager told us they or their deputy contacted people using the service on a regular basis as a way of monitoring the quality of the service. They also ensured senior staff attended any review where people discussed the care and treatment they received.

People were made aware of the complaints system. We saw evidence people received a 'complaints process' as part of the agency's information pack, and copies of this were contained in their records. This included information on how people should raise complaints and how complaints were responded to. We saw the provider had an up to date complaints policy and information about what to do if the person remained dissatisfied with the response.

Everyone we spoke with was complimentary of the staff and were satisfied with the care and support provided. Comments included: 'The staff are caring and experienced and know me very well.' We were told: 'I have plenty of opportunities to express my views regarding the care or treatment I receive.' One person said: 'The staff are very flexible and ensure their visits fit in with me to meet my individual needs.' Another person said: 'The staff are well trained and encourage me to do as much for myself as possible and this enables me to stay in my own home, and be as independent as possible.'

People told us they had received information prior to deciding to use Allied Healthcare Salisbury. Their needs had been assessed by a nurse employed by the agency, and they were fully involved in decisions about how their care was delivered.

People said there was consistency in the staff who provided their care for them. If staff were held up for any reason, someone always phoned them to let them know.

We were told by people that they would speak to any of the staff if they had any concerns. In doing so, they were confident any concerns would be dealt with promptly and effectively.