10 September 2012
During a routine inspection
The people we spoke with told us they were very happy with the support provided and said the service provided an "excellent", "fabulous" and "very good" quality of care. People said they had been included in agreeing the care to be provided by the service and had a copy of their care records and good information in the service guide.
Everyone we spoke with told us they felt safe receiving care from the service and that it was "reliable" and also "very friendly" and "supportive" and that there was a "family feel". They also confirmed that they knew who was coming to visit them in advance and there was good continuity with regular staff who knew them well. One person told us, " I don't like changes and I like my own routines, so its really important to me that I have the same carers coming who know what I want and somehow they manage to find ones that suit me".
People told us they knew who they could speak to if they had a concern or complaint and said they would be confident raising concerns with the manager of the agency. We were told, and could see, that quality was monitored by the providers and that people were asked for their views. We were told that people were encouraged to engage with the provider and the wider community through social events organised by the provider. People told us that they appreciated the opportunities to mix and meet up on a social level.