Apollo Home Healthcare Limited- West Midlands

People's experience of using this service: People and relatives told us staff were kind and caring in their approach. People told us staff had the expertise to provide effective care.

Care plans were person-centred and provided staff with the information they needed to provide care and support in a way that met people's needs and preferences.

Staff knew how to protect vulnerable people and had safeguarding policies and procedures to guide them, which included the contact details of the local authority to report to.

There was a medicines policy and guidance for staff around safe administration. Staff had undertaken medicines training and competency checks were regularly undertaken. Medicines were administered as prescribed.

Staff assessed risks to people's health, safety and wellbeing and put plans in place to manage these risks.

People told us they would feel confident to raise any complaints they might have. We saw complaints were identified, investigated and used to improve the service.

Most of the feedback we received about Apollo Home Healthcare was very positive and the service was delivering high quality care to many people using the service.

People/relatives told us that they were disappointed that calls had sometimes been cancelled at short notice due to staff sickness. The service had an individualised agreement with families to plan for cancelled calls.

We have recommended that Apollo Home Healthcare Limited, West Midlands Office review staff sickness contingency planning to improve consistency of care for people using the service.

There were processes in place to monitor the safety and quality of the service.

The service had a registered manager in post at the time of our inspection.

The management team demonstrated a good understanding of all aspects of managing the service such as safeguarding procedures and medicines management.

People, relatives and staff were engaged by the service via surveys so that everyone could contribute to the development of the service. There was a credible strategy in place with plans for multiple new improvements and updates at the service. This was being implemented by the management team who were proactive in considering how the service could be improved.

Most people, staff and relatives spoke positively about the registered manager and management team.

The service met the characteristics of Good in all areas. More information is in the full report.