18 February 2011
During a routine inspection
Families are involved in daily decision-making about care provided and feel respected. They said front line staff in particular and the agency generally are very approachable, listen to their views, act on them and treat them with respect.
Some commented that the agency are in regular contact, sometimes visit them, always ask them what they need and they feel they are getting the service they want. They said it is regularly reviewed, updated and generally delivered on time.
They found staff friendly, competent and prepared to adapt their working methods to provide a good level quality of service.
They are also aware of how to make a complaint and who to.