Adonai Healthcare Services Also known as Adonai Services Limited

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Since our last inspection the service had improved in a way that demonstrated that people were now more consistently receiving person-centred care, individualised to their needs. People were given equal opportunities by the service to access care or to be supported out into the community. Where people were unhappy with the care they received, they knew who to speak to to raise a complaint. Complaints were taken seriously, investigated and responded to. Although no one received end of life care, staff had been trained to help ensure they understood the importance of kind, compassionate end of life care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received positive feedback about the care people received. Relative’s told us, “He needs special attention for washing. He is completely paralysed and is on palliative care. We need people who know him well. They’ve been very good”, “The care plan is on all of the staff devices, they use them a lot so if anything on there is different they read it and take notes on it as they go” and, “They do their job well. She’s not mobile, she has a walker and they (staff) do a lap of downstairs with her. They are behind her and are very good and patient. They provide a good level of care and follow the care plan.”

Since our last inspection, improvements had been made to help ensure people consistently received person-centred and individualised care. The registered manager told us, “Last Christmas I went round to all of my clients. I took a Christmas present for them. Those who had no one on Christmas Day, we provided a Christmas dinner. I did the same thing on Easter Day.” Staff told us, “I work according to the care plan. I have a duty of care. I get a detailed care plan and risk assessments are in place.” A second said, “The provider updates the care plan and I have to adapt to the changes. One service user is bedbound now and has a catheter, so we support her with what she needs.”

Relatives told us staff offered to stay with their family member so they could have time to attend outside activities, for example. A relative said, “I have been offered (to go out when staff are here). But I am quite happy. He likes to know I am here.”

Since our last inspection, the registered manager said they had reorganised the staff team and rota and in the main people regularly saw the same staff. They told us, “It is really only in an emergency that people will see different staff. By having that continuity it makes things better for everyone.”

We did not receive any feedback from partners in relation to this evidence category as part of this assessment.

Systems and processes helped ensure continuity of care to people. The agency provided care currently to a small number of people which meant management and staff knew people well. The registered manager and care co-ordinator demonstrated this to us during our visit. In addition, staffing had remained stable and as such people saw continuity in the staff they saw. This helped the agency provide care that was individualised and person-centred.

Relative’s felt communication between them and the agency was good. A relative told us, “My sister has a good relationship with the manager, the communication is pretty good. If they have a concern about Mum, they will call my sister.”

The agency was not currently providing care to anyone who needed information in a different format. The registered manager told us, “We don’t have anyone who needs a different form of communication. We only have [person’s name] and his wife understands his way of communicating. But, with technology, we could provide information in a different language.” A staff member said, “There is still a way to communicate. It might not be verbal. It may be an expression or body language.”

Although no one currently required information in another format or for staff to communicate with them in a different way, the agency was able to provide this when needed. People’s care plans contained detail of people’s individual needs, such as where one person was hard of hearing and staff were advised to repeat any requests three or four times to aid understanding. A second person had detailed information for staff around their personal care regime as they particularly liked their towels warmed beforehand.

People knew how to make a complaint and felt any complaints were taken seriously. One person said, “I had a complaint last year and it was dealt with by [registered manager] and the staff. It was resolved to my satisfaction.” A relative told us, [registered manager] will call you back. He apologises and he looks into your complaint straightaway. We are quite happy about being able to go to them.”

Since our last inspection, the agency complaints procedure had improved. The registered manager told us, “We have only had one recent complaint and in fact [relative’s name] was not happy I recorded it as a complaint as it was more of a comment. But I felt it was important to record it, investigate it and take action.” A staff member said, “I encourage them to make their complaint because they are at the centre of the work we do, that’s their right.”

Systems and processes in relation to complaints had improved. Management had a complaints process which included a spreadsheet recording the date of complaint, details, action taken and outcome. The registered manager acknowledged complaints and recorded what they had done to address them. We saw evidence of them responding promptly and appropriately to the most recent concern. Since our last inspection, the agency had received several compliments and positive reviews.

Relative’s said their family member was provided with equal opportunities as other people. A relative told us, “They come round at Christmas and Easter with presents.”

Although the service was not currently taking on new care packages, the registered manager told us people were given equal access to use their service. The registered manager said, “I will do an assessment and accept the care package if I capacity within the staff team.”

Pre-assessments were carried out to help ensure that the agency could meet a person’s needs. These assessments formed the basis of a person’s care plan which helped ensure that the correct amount of care calls were arranged and people received the care they needed.

People and relative’s felt there was good outcomes from receiving care from Adonai Healthcare Services. One person told us, “It has had a positive effect on me, they are really responsive and they look after my needs.” A relative said, “They are straight on to me if they think she needs anything. If she has an appointment, staff will change the time of the call for her.”

People had good experiences and outcomes through using the agency. The registered manager told us, “Our purpose is to look after our service users and work through what we agree with and make sure that good progress is being made. I can give you an example when one staff member noticed a service user was feeling poorly and confused and they were unable to make their own food. They went in their own time with food they had made for the person.”

Care plans were held for each person receiving care from the agency. These contained information about a person’s individual wishes, their likes and dislikes, their personal history and their health conditions which may increase their risk of harm. These were used by staff and management to help ensure that people received the care they needed. Detail included how one person did not like the darker nights and what staff needed to do to help ensure they felt safe in their home when they left.

People were supported at this stage of their lives. A relative told us, “We have a nurse who comes every three months and I can ring her at any time.”

The registered manager told us they had spoken with people about their end of life wishes, but no one wanted to discuss it. They said, “We have spoken with everyone and recorded their responses.”

Although no end-of-life care plans were in place, we saw evidence that management had had a discussion with people about this and that all staff had undertaken end of life training. This meant people were made aware that they could make their wishes known if they wanted to.