Archived: Age UK North Tyneside

We were unable to speak to some of the people using the service because of the nature of nature of their condition.

People and relatives told us they were happy with the service they received. One person told us, 'I'm very lucky to have so many good carers to come and look after me.' One relative told us, 'The staff are very polite, very good, very chatty and very pleasant.'

People's needs were assessed and care and treatment was planned and delivered in line with their individual care plans.

Staff we spoke with had a working knowledge of safeguarding matters and we found that safeguarding policies, procedures and information were available at the service.

The provider had detailed policies in relation to infection control, the use of personal protective equipment and effective hand washing. Staff we spoke with told us, and records confirmed that all staff received regular training in infection control and food hygiene.

We found staff recruitment procedures were in place and records showed that these were followed when new staff were appointed. We saw appropriate checks were undertaken before staff began work.

People's care records and staff personal records were maintained and updated regularly. Records were kept securely and could be located promptly when needed.

We talked to two care staff employed by the service and looked at four staff records. We also talked to the manager of the service. We saw that care staff were positive and motivated and understood the provider's commitment to providing a high quality, individualised service. This was reflected in the feedback we read and heard from people who used the service. Care staff were trained and supported by the provider to meet people's needs safely and effectively.