26 March 2013
During a routine inspection
We saw that people had been given contracts by the agency which confirmed that the services to be provided had been discussed. One person told us 'Somebody from the agency has been round to discuss care with me'.
Care plans were detailed and provided staff with clear information about how to provide care to people. People we spoke to were positive about the services they received from the agency. One person told us 'Very good, wouldn't change. They have got to put up with me no matter what'. Another person told us 'Very happy with the service'.
Staff had appropriate professional development and regular supervisions and appraisals. This meant that people's needs were met by competent staff.
People were protected from abuse and the risk of abuse because the provider had taken steps to identify and prevent abuse from happening at the service. Staff were clear about their responsibilities to report any concerns.
There were effective systems in place to manage comments and complaints. We found that complaints had been investigated fully, responded to appropriately and where necessary lesson learnt.