29 October 2013
During a routine inspection
People told us they received an "excellent" service with one person commenting "the service provided has been superb." People and their relatives said they were involved in the assessment, development of plans of care, support delivery and reviews of the service.
We saw people had plans of care which included physical and emotional wellbeing and contained details of how to meet their needs. We saw that health professionals were involved where necessary and staff received training and support from them if appropriate. People told us the staff were "very caring" and "wonderful" and said they had " excellent support" from the staff and felt "lucky to have found the agency."
We saw staff to be polite and respectful with people using the service and acted in a way which protected their dignity and encouraged independence.
Staff told us they had received training prior to them starting work and were supervised by an experienced colleague before working alone. They told us they were "very well supported by the management" saying the managers of the agency were "absolute professionals."
We saw that systems were in place to monitor the quality of the service provided which included seeking feedback from the people who use the service and a system of internal auditing.