We carried out a review of the data available to us about Advantage Healthcare West Midlands on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Advantage Healthcare West Midlands, you can give feedback on this service.
Interserve Healthcare is a domiciliary care agency which provides assistance with personal and nursing care to people living in their own homes.
People’s experience of using this service and what we found
People felt safe with the staff who supported them. One person said, “I get a rota so I always know who will be visiting me. If there are new staff, they are always introduced to me.” Risks to people were monitored and procedures were in place to help keep people safe. There were safe systems for administration of people's prescribed medicines. People were supported by adequate numbers of staff who were safe and competent to work with them. People were protected from the risks associated with the control and spread of infection.
People were supported by staff who were well trained and competent in their role. A relative told us, “The staff are definitely on the ball and they’re very skilled at what they do. I know they get a lot of training.” People were assessed before they used the service to ensure their needs and preferences could be met. Staff understood the importance of ensuring people's rights were understood and protected. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's health care and nutritional needs were monitored and understood by staff.
People were supported by kind and compassionate staff who ensured they were fully involved in decisions about their care. People were treated with respect and their right to privacy was understood and respected by staff.
People and their relatives told us they received a service which met their needs and preferences. One person said, “I have the same staff all the time and they are all so lovely. They are like good friends.” A relative told us, “My [relative] always smiles when the carers arrive. I know they are happy and comfortable with them.” People’s communication needs were assessed and understood by staff. People were provided with information in a format which met their needs. People felt confident that any concerns would be taken seriously, and action would be taken to address them. There were systems in place to ensure people’s preferences during their final days and following death were understood and respected.
The service was effectively managed by a team who were committed to providing a high standard of person-centred care. The provider and management team promoted an open and honest ethos and learned from mistakes. Staff were motivated and well trained and there were effective systems to ensure staff remained competent in their role. People’s views about the service were valued and there were effective procedures in place to continually monitor and improve the quality of service people received.
Rating at last inspection
The service was rated good at our last inspection (report published December 2016).
Why we inspected
This was a planned inspection based on the previous rating.
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.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
There was a registered manager in place at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People told us they felt safe. People were supported by staff who understood how to recognise signs of abuse and how to report it. People were supported by staff who were knowledgeable about how to manage any risks to their health and well being. There were sufficient staff to meet people’s needs. The provider had a recruitment system in place which ensured people were supported by staff who had been recruited safely. People received their medicines on time.
People were supported by staff who had received appropriate training to meet their needs. Staff gained people’s consent before providing any personal care. People were supported by staff to meet their nutritional needs. Healthcare professionals were involved in people’s care.
People and their relatives told us the staff who supported them were kind and considerate. People were involved in the planning and delivery of their care. People’s privacy and dignity was respected by staff.
Staff gave people choices about their care and respected their preferences when care was delivered. People and their relatives told us they were comfortable in raising any concerns with staff. A system was in place to ensure when people complained they would be listened to.
People and their relatives told us the service was well led. Staff felt supported in their role. The registered manager involved people in the running of the service. A quality assurance system was in place which monitored people’s care to ensure improvements were made.