Care Quality Services London

Allied Health-Services Sutton is a domiciliary care agency. It provides a personal care support service to people in their own homes. At the time of the inspection the service was providing personal care for 66 people.

The Care Quality Commission (CQC) only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

At the last inspection people experienced poor staff consistency regarding visit times and missed calls. They and their relatives raised concerns and made complaints about some poor care experiences but did not feel listened to when raising issues. Audits did not always identify issues in relation to late visits and action taken was not always clear. At this inspection staff consistency was improved, missed calls reduced, complaints responded to and audits identified late visit issues and action taken, in up to date records.

The service provided was safe for people to use and staff to work in. People were enabled to live safely and enjoy their lives, by the support they received and risks to them being assessed and monitored. The provider reported, investigated and recorded accidents and incidents and safeguarding concerns. Medicines were safely administered, by trained staff. The provider met shielding and social distancing rules, used PPE effectively and safely and the infection prevention and control policy was up to date.