Staff recruitment procedures were in place and staff were available in sufficient numbers to ensure they provided appropriate support to people using the service. The quality of the service was being monitored and systems were in place to manage risks to people's health, welfare and safety.
One person had recently completed a questionnaire. They had written: "I have been very satisfied with your services over the last year." A family wrote: "we are very satisfied with your service which is friendly, communicative and caring".
We were told the staff were properly trained and did their jobs well. Families said they felt their relatives were safe with staff and they were confident to report any concerns they had. We were told the manager had listened to any concerns, comments or suggestions and acted appropriately.
We were told people were treated with privacy, dignity and respect. Relatives said they felt an important part of the care provided was having just a small number of different carers. They felt this provided consistency of care and staff got to know people well. Staff said they were supported to provide a safe and quality service to people. We found the organisation checked how it was providing care and monitored the service for quality and safety.
People told us they were very happy with the support they received. They said they appreciated the consistency of their support, as they were generally visited by the same staff member. They said the service was flexible and responsive to their needs. This meant the allocated times of their visit could be changed in response to other commitments such as hospital appointments. People said the staff were reliable. They said they were rarely late arriving and there were never any occasions when staff did not visit as required.
People said their privacy and dignity was maintained. They said they liked the staff and they had developed good relationships with them. Specific comments were 'wonderful', 'excellent', 'discreet' and 'very caring'. People and their families told us they were encouraged to give their views about the service they received. They said they could make suggestions and would have no hesitation in raising a concern if needed.