Apollo Home Healthcare Limited - North Office

Right Support People and relatives told us staff were not always available to fulfil their care package. The service had recognised this, contingency plans were in place and recruitment was ongoing. However, this remained a concern at the time of our inspection. Risks people were exposed to were assessed and care records included relevant information to guide staff on how to deliver support to keep people safe. Staff were trained and knowledgeable about people's needs. Medicines were safely managed. People were supported to access community activities and staff had assisted some families to go on holiday.

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.

Right Care Staff were kind and promoted people's privacy and dignity. People and where appropriate their relatives were involved in reviews about their care. Staff promoted choice and care plans were personalised to each individual. Staff supported people using their preferred methods of communication. The service worked closely with external professionals, and this involvement was recorded in people's care plans, to ensure people had their needs met.

Right Culture We received mixed feedback about the leadership and communication systems at the service. Some people told us they were not informed in a timely way about staff allocations. We have made a recommendation the provider reviews their systems around staff allocations. Staff told us they felt supported by the management team and staff morale was good. Quality assurance systems were in place and action plans were ongoing to drive improvements.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk.