Archived: Allied Healthcare Southampton

Is the service responsive?

Is the service well-led?

This is a summary of what we found;

Is the service responsive?

The service was responsive to people's needs and took appropriate actions. People were aware of the complaints procedure and who to contact to raise their concerns. Staff said they would always report any concerns or complaints to the manager. They were confident appropriate actions would be taken as required to safeguard people. Complaints were responded to appropriately and records of these were maintained.

Is the service well-led?

The provider had developed and reviewed the complaints management process since the last inspection. A record of complaints was in place which included a complaints log and responses sent following complaints investigations. The records of care were mostly maintained securely. Personalised records of care and treatment were reviewed and available when we requested them. Some records were not secure and the manager had assured us immediate action would be taken to ensure these were maintained securely.

Is the service safe?

Is the service effective?

Is the service caring?

Is the service responsive?

Is the service well-led

This is a summary of what we found.

Is the service safe?

Assessments were completed prior to people receiving care. Risks were considered and staff had received training in the safe moving and handling of people. As part of their initial assessment, risk pertaining to people's homes was considered and an action plan developed to safeguard people and the staff. We found the service had systems in place to ensure people were protected from the risk of abuse. Staff had completed training in safeguarding vulnerable adults as part of their induction. There was system in place in supporting the staff in raising any concerns. Staff were confident in reporting any allegation of abuse which included going to external agencies.

Is the service effective?

People told us they were satisfied with the care and support they were receiving. Three people told us the staff came 'mostly' at the expected time for the visits. Another person said the staff were 'really good 'and they looked forward to their visits. A relative told us their relative they had recently started using the service and 'all was fairly good'. We found assessments had been completed prior to starting the care package. Care plans had been developed to reflect their assessed needs. We saw care plans included risk assessments. These were relevant to the person and specified action required to manage risks.

Is the service caring?

People told us the care staff were 'very kind' and they were provided support in a caring manner. Two relatives said their family members 'get on very well with the staff'. A relative said 'my dad likes (staff member) best and 'they get on very well'. Another relative said they had requested a male care staff member and this was provided. Staff we spoke with were aware of people's particular needs and how they liked their care delivered. Another person commented 'my carer does a very good job and has a great sense of humour'.

Is the service responsive?

People told us they been involved in their own or their relative's assessments and care planning. This meant their views and preferences were taken into account when providing care. Staff told us they reported changes in people's needs to the office; and senior staff carried out regular reviews of people. The majority of people told us the staff in the office were not responsive when they called with any queries or concerns. A person told us 'they tell you they will get back to you, but they never do'. People said they were not kept informed of staff changes when their regular care staff member was off sick or 'running late'. A comment was 'the communication skills to and from the office could be improved'. People said they did not feel confident in raising their concerns as they felt the office staff were unresponsive.

We found the process for dealing appropriately with complaints and comments was not effective. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to the management of people's concerns and complaints.

Is the service well-led?

Staff told us they were felt supported and could contact the office or out of hours service for advice. The supervisors carried out spot checks and monitored their practices.

Systems were in place to regularly assess and monitor the quality of service provided. Risks were assessed including the environment and appropriate action plans were in place. There is no registered manager at the service and the provider had told us this was being addressed.

Records were stored securely; however we found some records were not available when we requested to see them. The records for food and fluids were not accurately completed which may impact on the care people receive.

We found that records were not maintained accurately and were not always available when they were needed. We have asked the provider to tell us what they are going to do to meet the requirements of the law in relation to record keeping.

People were assessed prior to receiving care and care plans developed. The care plans were being developed as they lacked information about people's current needs. Reviews of care plans had not been carried out which meant care and support may not be provided appropriately and according to people's current needs.

There was a recruitment process and checks were completed. Staff were supported to complete an induction and a supervision process was followed. The provider did not have an effective system to regularly assess and monitor the quality of the service. There was a mixed response about how to raise concerns, as three people were unsure about who to contact.